Suddenlink Communications
Reviews and Complaints

From June 2018 to June 2019 I had Suddenlink internet in my home everything was good no issues. I decided to bundle internet and TV I had suddenlink come out to do install and on my next bill I saw extra charges for over $200 dollars so I called and asked why? Apparently the tech charged for wall drops that he did not do, I have spoken with 8 different representatives from there and they will now remove the fraudulent charges from the installer. If someone wants to help that would be great I am considering legal representation.

I went in to pay my bill on October 11, 2019, which is the date it was due. I was being charged a late payment that did not apply to my billing date. The receptionist made the statement that the charge had not been taken off my bill. I was not late. The receptionist was rude and demanding of the charge that I clearly didn't owe. She was not apologetic at all and her tone was demanding and disrespectful. I told her I only wanted to pay what I owed. She said it would be credited to my next bill. I told her I didn't want to pay anything I didn't owe. Her name is Melissa and her people skills give a bad impression of Suddenlink and it is also a reflection of the customer appreciation Suddenlink has for their consumers. She is not skilled in working with the public and needs a different position.

For almost two years i have been paying 160.00 a month for what i thought was only internet. I moved out of the city of midland into the county and was not able to take suddenlink with me because sevices were not provided where i was moving. So i transfered my service to my grand son and informed suddenlink that the only service that needed to be provided was internet. Well unbeknownst to any of us we have been paying for what i believe is for cable phone and internet my daughter was trying to everything fixed and was hung up on by customer service multiple times and it ended up taking almost six hours to get the correct pricing in place. I am a very old woman and was just trying to do what i thought was right and the only compensation anybody got was an 80.00 credit to the current bill and correct pricing in place. Being as though suddenlink is one of the only internet providers in our area i thought this matter would be taken care very efficiently but to my surprise i am very dissapointed. You may contact my daughter in law with any other questions you may have have about this problem at [protected]. I am Nora Clizbe

After spending 45 minutes on hold, I get ahold of tech support. Tell them I'm getting an error message saying "TiVo box is not active. Call XXX number to activate your TiVo box." This is after having the box for months (it's not new). They say ok no problem, this is an easy fix we will send a tech out to get this for you. A FOUR HOUR time span a WEEK away. For a single mom with two kids and a busy schedule, this is difficult for me, but ok! Day comes, hours pass, no tech. I'm super pissed but by the time I call them, they're closed (go figure!). Call them soon after and told them, they made no apologies or tried to remedy this but offered another tech. Cool whatever. Tech actually shows up this time only to tell
Me he needs to go get a TiVo box (though this is my issue and he didn't think to bring one?) but would be right back. Never came back. Fast forward, I have my sisters wedding to plan, football practice for my son, in school full time, and work full time. Cable
Is not on the top of my list. Call today (this is 3 months into it at this point), and they say it was because of my bill that my cable box was defective. My bill that's been paid on time, every time. I'm
So over this! Looking around for new service providers!

Supposedly an "upgrade" was completed in nearby Lake of the Pines, but ever since then my service (we are just outside Lake of the Pines) has been freezing and pixelating every few seconds, and sound cuts out as well, then about every 5 min there is no signal at all. This is on all the big network stations, oddly, it doesn't happen on all the weird channels that we NEVER watch because they are worthless. Suddenlink can't or won't fix it, and won't give a credit on bill since it's not completely out. This has been going on for over a month now, another service call is scheduled in about a week, but the technicians all say the same thing, they can't fix it.

. I have had intermittent service for the last 3 months, as in it works for 20 minutes then it doesn't work for 30 minutes or more. I have had numerous techs come to my house in that span of time. They have replaced my modem and the line to my house as well as the box outside my house and the problem persists. The problem has gotten much worse in the last month. When I call Suddenlink I am on hold for 1-2 hours and then when I get a person I am either hung up on midsentence or told my issue needs to be escalated and someone will call me back which never ever happens. Thursday 10/3/2019 I advised the representative I was speaking with who told me she didn't know when the problem would be fixed and that it would require a visit from a tech again that I would be reaching out to the BBB, FCC and my attorney general. Upon hanging up with her my internet came back on but I had an error that said Walled Garden Error 5. I assume this was done to punish me. The appointment I was given was for Saturday 10/4/2019 and no one ever showed up, this has happened at least 7 times in the last 3 months with the tech not showing up. I waited again on hold Saturday after the tech didn't show up for over two hours only to be told someone will call you back, then at 11:14PM I got a phone call informing I would get a callback in up to a week because they were still not able to find an agent to speak with me. I have been called back a total of 5 times and told that same thing and now it is an hour past the time they should have called and no one has called. I need internet that works at least 80% of the time. I don't feel I should be paying almost $100 a month for something that works less than half of the time. I also should not be lied to, hung up on and ignored by the same company I am paying almost $100 a month to provide a service to me. Keep your promises, do your job, call people back.

We subscribed to Suddenlink cable tv last month...it has been a nightmare. Almost every time we switch channels, we get an onscreen notification that we haven't subscribed to that channel. We call tech support, the problem goes away for about an hour, then comes right back. The last few times we've called they say they 'll call back within 20 minutes...days waiting, still no callback. We'll be canceling. suddenlink SUCKS!

I ordered your services to switch from my old provider. I had scheduled a technician to install my internet on 10/4/19 between 2-5pm. I left work early that day to sit at my house and no one ever showed and no one ever called. I have called tech support three separate times between 10/3/19 and 10/6/19, two of which I was hung up on without being provided any answers, and the third time I was on hold for over an hour and a half. I had heard good things about your services but I wouldn't know because I cannot get anyone to accomplish anything. I was told my services are active, but because they are not working, I do not expect to be charged so far. I have already paid the initial payment and am highly disappointed. I will give Sudden link a chance for the remainder of this week, until 10/12/19. By that point, if the issues are not resolved or I at least have some answers, I will be cancelling my service and you will lose me as a customer, as well as anyone that asks for a recommendation.

I only had service with Suddenlink a few months- then I moved. To return the equipment they sent me a FedEx label online. I put the three items, the converter, the modem and the remote in a box along with the print out with the barcodes for the equipment which prints out with the label. I thought it was all done. However, I went on my account online several weeks later to get a copy of my last bill to give to my employer and I noticed I had 250.00 due. When I called about it, I was told that I did not return my converter box. She said I got a credit for the other equipment of like 114.00 or 144.00 (two diff reps gave me different amounts) for the modem, but they don't have my converter. I explained to her that it was all in the same box so if they admit to having gotten the modem, then they also received my converter box. Since then I have been getting the run around every time I call, "we're looking for it", sorry, we can help with equipment", "there's nothing we can do", etc. I'm not paying 250.00 for a converter box that I returned and I KNOW they received. And literally I wait for hours on hold every time I call. The recording says the wait will be "more than 20 minutes" but it's literally hours each time. I want the $250.00 charge taken off my account. Account [protected]

I have been a customer with Suddenlink for over 15 years and I am writing this complaint as I have recently received the worst customer service I have ever experienced. We received our monthly bill and had a question as to why it was $75 more than previous bills. When we attempted to contact your customer service department to pay our bill and find out why our bill was stating we owed $75 more than normal we were unable to even speak with someone. After holding several minutes my husband received a message that he had been added to a list and someone would call us back in 20 minutes. After 2 hours we finally recieved a call back from "Tom" Tom listened to my husband explain what I just did above and then proceeded to put my husband on hold at least 4 or 5 times. He stated he couldn't answer our question but he would submit a ticket and then if we would just call back on October 10th they could help us (our bill is due on the 11th). We then asked to speak to a supervisor only to then be placed on hold again. Tom came back on the line to let us know the supervisor was in a meeting so we couldn't talk to him but he did try to discourage that conversation by saying his supervisor would only be telling us what he had already stated. He took our information which we had to repeat the phone number at least 4 times to him before he got it correct and end the end reluctantly stated his supervisor would contact us with 24 hrs or possibly longer.

Its a real shame when a customer that has had your service for over 15 years and has never even been late in a payment calls just to receive an explanation and cannot get a simple answer.

Worst customer service experience possible!

Yes me and my wife paid to have inter and cable installed into our home and for two weeks we havent been able to get on the inernet or watch cable and the work at the office were i live said they would refund some od the money for everyday we havent been able to use our service and they sent a tech out to work on it and they got the internet work but our cable is still out and when i call it takes me over 2 hrs for someone to answer the phone then when i tell them what is going on they hamg the phone up anyone know how i can get ahold of the main office

The charges you end up paying are thee to four times more than their deceptive advertised prices. Customer service is very rude and unhelpful. When I moved and called to have service turned off, I was informed in a hostile manner that they would not disconnect until "the end of the next billing cycle, " and I would be obligated to pay for an entire month's worth of service (over $150 for basic cable and minimal-speed internet) at a place where I would not even be living. I don't intend to ever do business with these scammers again.

I have been having intermittent problems with my service for a long time and it is getting worse. I was told by a service tech last Saturday that we had a loose connection or loose drop on the pole, and he put in an order to have someone out to fix it. That was a week ago and we have heard nothing. He also said may also need a new modem since my internet download speed is about 1/4 of what it should be. I've heard nothing about that, either.

Tonight I was just hung up on by "customer service representative" Darcin when I asked for a supervisor after waiting on hold for FOUR HOURS. I have spent more than 12 hours on the phone with them this month alone, three not-returned phone calls, two technician no-shows, and for this pleasure I get to pay nearly $200 per month! One customer service person I spoke to about two weeks ago said she would have billing call me and give a credit on my bill, but of course I never got a call or a credit.

I could write a book about the service problems we have had. Internet goes out several times a day. Tiling (Suddenlink's word) on most channels, sometime minor and sometimes so bad you can't get through even one minutes of a television program. Every time you call you get a recording telling you that they are "experiencing longer hold times than normal". I have sat on hold as long as 4 hours, all the while listening to the recorded voice thanking me for being a loyal customer and saying how much they value me - Trust me, I do not feel "valued" or "appreciated" in the least!

At 330 am this morning my Internet was disconnected, I called and got the automated system, which set me up for a pay extension in till the 9th, and said I can't have another extension for a year, but my service would be restored.30 min later called and got a human bc it wasn't bk on, they said I had no pay promise in their computer and put me bk to automate. .who said I needed to pay to avoid interrupt but didn't offer the extension again. I called and waited 3 hrs and no one answered, left call bk number no one ever called. I borrowed the money aND went and paid my bill, now am I unreliable for a excision tho I didn't get one. ? Waiting 3 hrs to speak to a customer service person is insane (the other ppl I saw at store said they waited that long as well) yall customer support is horrible

Im not the type to complain but im being charged way more then others i know who have more services. I have been trying to call to downgrade but they say wait time is 20 mins. The last two days i have waited for more than an hour and half. Right now I on hold for 30min and still waiting. I saw the "price for life" of $59.99 and would like to downgrade to that and if not just the wifi. but again cant get anyone on the phone. and the web site is down cant log in to see my billing or anything else. never had a problem before and Im disappointed with Suddenlink at this point.

I am new customer and my interaction with suddenlink has been the most inconvenient experience ever. The day of my set up a technician never arrived and I had taken the day off. They were supposed to arrive between 2-5 yet I was waiting until 8 pm to either see OR speak to someone bc I was also on hold for over an hour waiting for customer service! I finally spoke with someone who channeled it up and the next day I received a phone call from a supervisor and was automatically scheduled for a time slot I wasn't able to make bc I didn't know it existed and was called 20 mins before! I told the representative the night before I needed an evening slot so why was I scheduled for a mid day slot? The supervisor gave me a line and I didn't hear from him the rest of the day. TODAY I call customer service and scheduled a time for set up. Apparently despite all my troubles I happened to be placed at the end of the time slot when I SHOULD have been the first! I'm in the military and Ive been serving back to back tours overseas for 8 years and I come back home and this is what I have to deal with. Suddenlink has made my transition a complete nightmare and has not only inconvenienced me but my coworkers and possibly other suddenlink technicians as well bc now, since the initial technician never showed up or gave a call, someone else has to pick up the slack. Very unprofessional business.

The storm hit huffman, tx 15 days ago, and our power poles fell next to our home. Centerpoint was out immediately and restored the poles, but following their exit I had a powerline strewed across my yard broken from the pole to my house. I immediately called centerpoint, they urgently sent a same day team who made me aware it was my cable line and that I should request a critical appt since it is possible for the wire to become live with water on it, and since I have a dog and small children. I contacted suddenlink and they sent a critical appt technician out next day who told me he was the wrong type of tech and a pole tech would come back same day to remedy the situation. No one ever showed. Since then, i've made three additional appts and have been no showed each appt. When I called this am, and spoke to a warren, the suddenlink representative about my technically fourth missed critical safety appt, I waited an hour on hold to speak to, he told me he couldn't help me with missed appts, but would reschedule for saturday, three days from today. I asked to speak to a supervisor, he told me, "clearly with your 1 hour hold, you understand there's none available, and that's the best he could do." I asked him to speak to anyone else, he responded, "okay, you want to speak to anyone else?" he then put me back on hold, and sent me to the spanish line. The spanish line answered, and in my confusion, I asked if I was being mistreated intentionally, and he then hung up on me. I've missed four days work, my dog has been crated from 10am-8pm waiting on technicians, not to mention i've had two weeks of no service, no internet, no cable, suffering tropical storm damage and anxiety from this unbelievable mistreatment while also being charged a full bill. My next phone call will be to the local police department to file charges for intentional endangerment to a child. A felony offense in the state of texas. A complaint will be filed with the state attorney general's office, and the fcc. I have so much more to be handling as a single mother, and non-profit disaster response correspondent for the city of houston. I don't have the energy for this, but I feel I have no other choice for the safety of my daughters and dog.

Hi, about two weeks ago, I upgraded my internet speed from 100 to 400 Mbps. The speed never upgraded. I have tried to get this issue resolved over the phone, over chat, and through local field technician services. I have experienced two scenarios of language barriers while on the phone with foreign support. This was alone frustrating. However, I have went through the customer technical support steps so many times now that I do not know what to do. My internet speed is still around 30-45 Mbps. I have also reached out to my router company and they determined that this was a regulatory speed issue coming from Suddenlink. While he was here, the field technician wanted to fix this problem for me immediately but unfortunately they are unable to address the issue of internet speed anymore like they used to. At this point, I am very dissatisfied, mainly because every time I have to call in, it takes at least an hour or more to get connected. They do not always give you a callback option when waiting. The chat support is just as bad. You get disconnected when going through the technical support steps with them, and they are never able to anticipate and avoid this. What would make my issue go away is if a highly experienced good english-speaking support agent could connect with me and help me get this issue resolved, once and for all. I had hoped that the customer support notes would allow for some evolution in thinking on my technical issue. However, every time I have called in, they never seem to reference the previous notes until I have had to explain my issue over again. The support has been like a skipping record so far... it just keeps repeating, and there is never any new or improved efforts at resolving the issue. I have done everything I can from my end. Please help me fully resolve this issue definitively.

I have 2 issues. I have been trying to get in touch with upgrades/billing for 2 weeks to find out why I am being overcharged for my Internet Service. Also, I want to upgrade my service and no one will talk to me on chat or phone.

Number 2 is my wife's email box. the Mailbox Usage is sitting at 100% full. Can't get in touch with anyone about either reseting it or how to clear it. I have been trying again for 2 weeks. Chat nor Phone works. Basically no contact!