Suddenlink Communications
Reviews and Complaints

On 6/2/19, I called to inquire about using sudddenlink for my TV package. I spoke with a lady who went over the available services and pricing to bundle it with my already exisiting internet services. I selected a package and scheduled it for installation on 6/10/19. She advised that there would be $150 due at installation to cover the first months service since you bill in advance. I asked her if there would be any charges for installation and she clearly said NO. I was concerned that I might still be under contract with Direct TV and could have an early termination fee so I needed to check that out prior to committing to the installation. She assured me that Suddenlink would reimburse me the early termination fee up to $500 upon submission of that charge from Direct TV. I agreed and scheduled the installation. Later that evening, I determind that Direct TV would charge me $130 for early termination and called suddenlink back to confirm how that worked. A different lady reviewed my order to confirmt that all programming, equipment, etc. was correct and again assured me that I would be credited back the early termination fee upon submission.

This morning, I received a call from suddenlink to confirm the installation on 6/10 and the caller advised me that I would need to pay the $150 fee at the time of installation to cover the cost of installation. I advised her that I had been assured on two seperate occassions that there was no installation fee. She advised she would transfer me to someone who could help me, but she simply transferred me to the general menu and I was on my own.

I finally reached someone in sales who reviewed my order and advised that there is a $25 installation fee and a fee of about $40 for an amplifier because of the number of tvs I have. He said the people I spokew with yesterday were mistaken. I then confirmed all of the other aspects of the installation including programming, equipment, etc. as well [censored] my monthly cost. Just to make sure the previous folks I spoke with didn't make another error, I asked him about the refund for the early termination costs with Direct tv. He advised that since I was an existing customer adding the tv package, I was not eligible for the early termination refund which is only for NEW customers. Needless to say I was outraged about all of the misinformation I had received and told him to cancel my order.

Upon calming down somewhat, I asked why he could not list me as a new customer with regard to the tv services and he said the "system" will not allow it. I think it is shameful that Suddenlink spends a fortune attempting to attract new customers and when an established customer wants to add additional services to his account, he is not granted the same benefits and discounts as a new customer. My dad was in business for many years and he always preached that it was more important to keep current customers happy rather than have to look for new ones.

I made the decision to go with Suddenlink based on what I was told by your customer service people and then found out it was based on several pieces of misinformation. I have not cancelled my scheduled installation as of now, but may decide to after I consider all of the costs. This has not been a good "first experience" with Suddenlink for me with regard to tv programming.

I think that Suddenlink management needs to take a look at the issues of misinformation being given to prospective customers by multiple representatives and take the necessary training steps to correct it. I also think Suddenlink should extend the same discounts and benefits to current customers who are adding services as are extended to NEW customers.

Steve Chalender
133 Fairway Dr.
Bullard, Tx.
[protected]@yahoo.com

My bill pay is set up electronically through my bank and is paid every month on the same day prior to the due date. When I received my bill in March, it said I had a past due amount. I contacted customer service who stated they would research the problem and get back with me. No contact until the next billing. Of course, not resolved. I contacted customer services once again and they stated again they were going to research and get back with me. Here it is almost June and once again, the issue has not been resolved. The money has cleared by bank back in March now. I contacted Suddenlink customer services once again. I talk with Shawna White with Suddenlink on May 28th and sent her information from my bank which shows the payment electronically from my bank. She contacted me back and stated she escalated it up to get taken care of and she would call me when she found out something. I received a call today from a Michael (New York) (516)803-2300, Rep#D72 who indicated I needed to send my bank information in again. I asked him to communicate with Shawna for this information as individuals should not have to send their personal bank information to your company over and over again just because communication is lacking within your company. I provided him with Shawna's name and email address, but he continued to say he may not be able to get in touch with her or get the information. He was rude and I had to ask him to allow me to finish my sentences without being interrupted. In the meantime, I received an email from Christa Greenfield (Altice cash mgmt) requesting I contact my bank and have them contact the 3rd party payor. There is no 3rd party payor and no check to copy. My payment is sent electronically! So, I have to take my lunch hour to go to the bank to ask them to assist in resolving the issue as clearly your people do not communicate and this should have been taken care of months agao. On top of that, I received late fees because someone failed to take care of this 3 months ago! For a company who is in the communication business, effective communication is NOT one of your strong points...It is just not happening!

I scheduled my appointment at 8 am I received an automatic call saying a tach was in route. Never showed it! I called numerous of times and had to clock out of work to meet my second appointment and they still failed to show! What kind of people work here. I literally missed a day of work to sit and wait for nothing! I demand free installation this is so unacceptable. Do better!

Ruston, La
The same issue have been going on with us and several of our neighbors for several months. Suddenlink has come out several time and always the same answer, "Sorry ma'am we can't find anything wrong"
While they're standing in the living room witnessing this happen on live tv, but no one has any answers. Suddenlink continues to bill all of us full price for service that isn't worth a quarter of what we pay. I have to stream everything that I want to watch. Ridiculous. Suddenlink what are you going to do to address the issue? This is an issue that extends across multiple states. You can not tell all of us that you aren't aware you have an issue and you're blatantly stealing money monthly from your customers because you're not fulfilling your service contract with them. Maybe we should file a class action lawsuit.

My cable has been out for a week. The screen says weak or no signal. This atrted on Wednesday the 15th. I had a tech come out on the 16th who did nothing. Cable still didn't work. Waited three days for another tech to come out on Sunday. He did nothing. Cable still not working. Called that night and set up and appointment for the next day. So the next day, Monday, waited for tech to show. Never showed up. Called Suddenlink and was informed I had no appointment. So I had to wait until Wednesday the 22nd for an appointment. But in the meantime they would send someone out to check the lines on Tuesday the 21st. Called Suddenlink on Tuesday and was told the crew was unable to come to check the lines. The next available day to check the lines is Friday the 24th. This is not acceptable. This problem has been ongoing for a week and nothing has been done to resolve it. NOTHING.

In March of 2019, I called to have service disconnected because we were moving, we left our old address on March 24, service stopped the 25th. The Suddenlink representative told me to go on the website and print off a shipping label and return the equipment, I get to my new home and for 3 weeks I tried printing off the shipping label but it kept telling me to try back later. After 3 weeks of this I called back and the representative was extremely unhelpful, asked at least 4 really ignorant questions before telling me there was nothing she could do but would make a note on my closed account. Today I get a call from Suddenlink wanting me to call them about the closed account. I did and was told that the website to print off return labels is down and that I need to return the equipment at my expense. That was not what I was told when I paid my final bill and service disconnected. Somebody needs to contact me and resolve this.
Ramona Sanchez
[protected]

Moved into a new house last August, we set up the account with some hiccups in beginning which were initially resolved with Ozark home office, very nice. Did not receive any email notifications or bills, therefore just paid initial amount that we were billed in best faith efforts which were also way before the due date. An apparent miscommunication and misunderstanding. They waited for 9 months to finally shut off our internet because of 9 months of $10 late charges instead of trying to contact us or figure out why we were paying only $9 dollars less than actual bill. I attempted to speak to representative at least half dozen times and finally after one and half hours was able to speak to "supervisor" which did not help at all. I was informed they were not allowed to provide any refunds or credits to accounts. I am a very unhappy customer, as I again made best faith effort to pay bill; as far as I was concerned everything was fine since we did not hear anything from Suddenlink.
I felt dismissed every time I called and spoke to someone. One time the agent indicated they would leave a "note" for next agent about situation which never happened. The same evening our internet went down indicating some code 5. Called customer service to get service started back up and they mentioned code 5 was illegal activity?! I was on Netflix watching original show and my daughter watching some cheer video on her phone. AGent was able to get internet up and going, however a big pain in the behind!
I still stand very strong we deserve some credit for all those late fees, it was an honest misunderstanding and miscommunication. We now are having paper bills delivered to hopefully avoid this situation again. They need to get their S**!%T together, big company or not.

Background: In the beginning of Fall 2018 (August/September) I noticed the television had a line running horizontal on the screen. I checked the other televisions and noticed the same issue on all of them. That is when I called Suddenlink because I realized it must be the cable.

Timeline of events: (I know you have all this documented but wanted to highlight the major issues)

August 2018 - Called suddenlink who indicated it would be over 2 years until someone could address the problem. I still kept paying my bill on time as always. I called again and talked with someone else and he took me through a series of trouble shooting the television. (ex: channel search). It was then, he said to adjust the cable box. What? I don't have a cable box, I don't have any equipment at all. He was amazed and I informed him that I never received any equipment and I have been a customer for years.

Sept. 2018 - Screen is now totally fuzzy, no signal at all and I called again and I was told that I must get the cable fixed before Suddenlink can issue a credit and told I had to keep paying the bill until they get someone to fix it…so now I am paying $86-$94/month for No Service.

Oct. - Now - Several more calls and told every time that they would be put on an escalated list ( not sure what this is, but every call ended with that sentence) and the other was, I will have a supervisor call you because they are currently unavailable. I always asked when the supervisor was going to call of which they couldn't answer except for the answer of "the next couple days so they can review the case" and I never, not once received a call. At this point, 10 months later with no cable service I began to believe that something needs to be done. I am in management myself, sometimes I am unaware of an issue that is going on under my watch and that is why I am sending you this information. This is a horrible situation for your company and next I will describe how your company has treated me as your customer.

May 8, 2019 7:13am PST - Called and talked with Felicia- Again explained that I have been paying every month for no service, she said "let me connect to another department." I was then told to call "billing", which I did and got disconnected.

May 8, 2019 7:34am PST - Called back and waited and then they said they would reset the equipment..again I do not have any equipment, just a cable. So that couldn't be done

May 8, 2019- Did not write the time down but it was right after this last call. Talked with Taylor and I asked why can't you just give me my refund for no service and I can cancel and no one will need to come out and we could be done with this issue. He indicated that they (Suddenlink) could do this. I had a big exhalation of relief that finally this is going to settled after almost 10 months of paying monthly bills for No Service. He said I would need to call about canceling the service and getting my refund for the months I paid without service.

May 8, 2019 - Talked with a person in the canceling who assured me this would all be taken care of and canceled the account and forwarded me to billing to "process the refund" that I calculated out to be $630.89.

May 8, 2019 8:10am PST - Talked with Louis in the billing department. He indicated I would be refunded in the next 48-72 hrs. I asked to confirm the amount of $630.89 and how the refund would be given, check? Or put back into auto pay account? Or what. He said I would be contacted from someone in the collections department and would call "today, tomorrow, or Friday with the answer to those questions. again, no call back.

May 11, 2019 8:17 am PST - 73 hours later from when I was supposed to receive a call about the refund. I talked with Misha who said "there is no record because the account was cancelled on May 8, 2019. At this point you can well imagine what I was in disbelief to say the least. I talked with a person name Adrian and explained everything for the ? time, who indicated for sure on Monday a supervisor would review and call and of course no call!

May 11, 2019 3:01pm PST - Not having a whole lot of confidence or patience at this time, I called the parent company (Altice) and told them all over again of the situation. I spoke with Jospelli who gave me a new # to call (877)794-2724.

May 11, 2019 3:05pm PST - Talked with Daysha. She said she would submit for a refund and it must go through 3 other people but she would keep in touch.

May 14, 2019 3:05pm PST - I hadn't heard anything so called and spoke with Markwet (spelling?) who looked the account up and stated: "Your refund has been cancelled because they couldn't credit the account because the account was closed" I was in total disbelief and speechless and felt that:
No, this is not okay!

CORRECTIVE ACTION: - All I am asking for is the account closed as of Sept. 2019 with a refund of the payments made Oct. 16, 2018 - April 16, 2019 totaling $630.89. I can't imagine this experience is common with your company or you wouldn't be in business. I believe the cause is because Suddenlink does not have technicians in the area so couldn't get anyone up to fix the problem but the bottom line is that the customer should not have to pay for that problem.

Thank you for help with this situation
Josephine & Susan Yates
41982 Granite Ridge Rd., Shaver Lake, CA 93664
[protected]
Account # 001-[protected] Access Code #2431

Since SuddenLink does not provide access to Nomorobo service and only allows a maximum of 10 blocked calls you're not providing adequate protection from Robocalls, spam calls and whole host of telemarketing calls. If all the service providers shown on the Nomorobo sign up website can provide that service I'm very disappointed that SuddenLink can't do the same.

This is a complaint and I'd like someone to call me to discuss the situation.

Larry T. Miniard
117 Gentry Creek Ln
Georgetown, TX 78633
[protected]
[protected]@gmail.com

I have the TV, Phone Internet package/bundle. My phone, internet, streaming tv shuts down about every 6-8 hours for a few minutes. I can use nothing at those times. I pay approximately $2500 a year for these services. I am not the only one in my area experiencing this problem. I have made Suddenlink aware of this ongoing unresolved problem for six months. I get lip service and apologies. I want what I pay for.

I have spent hours on the phone trying to resolve the issue. Sometimes they call me back, most of the time they don't. We will send someone out, they don't. Oh, gosh you are still having the problem? We can credit your account...$5. Several years ago when I initiated service with SuddenLink, they provided a solid service. Now, it's Venezuelan service with a NYC price tag and accountability.

Resolution: Fix It.

I was charged for an International Direct phone call $12.96 plus an additional tax charge of $4.09. When I contacted billing (on hold for 3-hours)...they sent me to Customer Service...who sent me to Technical Support...who told me I had to go to my 'local store'...who informed me that they DO NOT have that information...to told me to go online to the CHAT...who had to switch me to NC CHAT...who told me I had to call back to Customer Care (currently on hold going on 1-hour).

All I was requesting was...what DATE was the phone call made / what phone number was called / and how long was the connection? Because I had not made an international call that connected.

NOT ONE of those departments could provide me with ANY information...they just kept 'passing the buck' WITHOUT any resolve.

I received a call from Suddenlink stating that I would be upgraded to the newest high speed internet at no additional charge and a new modem would be sent to me at no additional charge. WRONG! In the meantime, my modem stopped working and had to call and request a new modem. When I called the company, I hear the same message again. Your modem does not work with the new speed that you will receive and you will be sent a new modem. So, the sales department never told me that there would be a charge for the new modem or the price would go up. So I get a charge to my account for $31. I am told that is because they charge a one time fee for an upgrade. I tell them about the call I received from them but to no avail! Then I am told that I will be charged an additional $5 a month for the upgrade on the modem. Again, I was suppose to receive the newest speed with a new modem at no additional charge. They need to change their message that is on the system to say you will get the new speed but if you request a modem, you will be charged an additional fee. I have been a customer for over 8 years now. I realize this isn't alot of money but when you are on a tight budget every dollar counts. But I don't like being lied to either.

I have been paying for your services for 18 yrs. I was having problems with your internet upload/ download speeds. Even though I have been paying for a upload speed of 20 bps I have been receiving a 9 bps speed or less. Called customer service they tested the lines and agreed I was not receiving the speed I had been paying for. they sent out a tech who said the line coming up to the home outside was cleaned. Why would i be charged for this service call when this is a line that you all provide outside my home?

I keep getting my emailed bills stating I have a past due amt. I have all my bills and my receipts filed for my business with Suddenlink since 1/4/2017 when I started my paperless billing. I have called about this numerous times and it has not been corrected. They state I am past due in the amt. of 61.62..a months billing. I have send thousands of dollars to this company. I called and talked to someone names Eric about this. He could not help me. I asked to speak to his supervisor and he said he didn't have one! Then I asked to speak to a manager. At first he said he didn't have one and when I questioned that he said there wasn't one available. He said he could schedule a callback and it will take 24 to 48 hours to receive the call. I am waiting. This is the 3rd time I have called about this. My next call will be to the BBB and then to my attorney. They are stealing from me. this is totally unacceptable

Our experience with transmission problems on select channels and the response from Suddenlink mirrors that of everyone else's on this complaint board. We live in Huntsville, Texas and switched to Suddenlink two years ago after decades with Directv for the incredible savings offered through bundling phone, cable, and the Internet. The transmission problem as progressively worsened over the past year and a half as more channels are broadcast in HD. The problem seems to occur with non HD transmission.

While Suddenlink is at a loss as to how to rectify the problem, we switch over to Roku to watch the same channel via the Internet and the problems magically disappear as long as we have enough bandwidth which is also a daily problem even though we signed up and pay for 400 MPS. We have pulled the plug on cable in the past and may do so again if the bundled price increases.

I never been treated so bad by a company as suddenlink treats their customers. Been with them 10 years & I try to cancel & take all my equipment back & after 2 hot wait at their office the lady says you will get a refund on your account but instead I get another 109 taken out. I called & that is a joke for customer service. I kept asking for supervisor & he was as big a jerk as the other guy telling me no refunds & what the lady told me at office was wrong. The internet service was extremely slow & went up 30. without notice. I have all 3 services at my office but will try to cancel them also. What a sorry internet provider suddenloss is i mean suddenlink. I use to recommend suddenlink to new clients but after this experience I tell everyone to not deal with suddenlink if they can keep from it. What happened to suddenlink? I didn't signup for the in the butt plan but I got it

I cancelled service on 4/1/19 which is the same date these crooks took my autopay of $129.59 for an additional month which covered 3/23 - 4/22. Then they continue to bill me and the next bill is for 4/23 - 5/22. They owe me a credit for 4/2 - 4/22 for the overpayment and they need to cancel the ongoing billing which they have not done!
I have not lived in the house since 4/1! I have called multiple times to have them rectify the account with no success. My blood is now boiling over this as consumers have no rights. Who can help me?

Our sound cuts in and out. This is even on our recorded shows so it isn't our tv or sound. It is a suddenlink problem. After reading in here about all the technicians coming out and not being able to make it work I do not want to go through all that die nothing. It is very frustrating when it happens so many times during an hour long show and you miss key points in the show. Help!

I rented the movie, Breaking Brooklyn, via VOD yesterday. It showed "rented" and "saved". When I played the movie multiple tiems today and yesterday, the movie stopped within the first minute- about 20 times. When I called today, my cable was reset and a new signal was sent via the automated system. When I called back to speak with an assistant, she told me that she wasn't showing that I rented the movie on her end. She kept me on hold for most of our 20 minutes on the phone only to tell me that she didn't show that I rented the movie. She told me to delete the movie and rent it again to see if it would play and call back. I asked her to remain on the line after I remained on the line with her. She said, "Fine, go ahead" with attitude. Once I told her that it stopped within the first minute as it had before, she hung up on me.

I called back, now frustrated. The new tech was apologetic and kind, but still could not help me. After telling me that it appears that there is a VOD problem that they are working on, I have to call back (AGAIN) after 24 hours to ask them to refund my money. I asked why I should have to call back for a refund after spending 30 minutes on the phone with them already. She basically explained that she couldn't help me.

Now I am left with renting the movie twice, a rude "tech support, " wasted time and effort over the last two days over trying to watch a movie I paid for twice, out $13 and no one helping me.

The customer service at Suddenlink is horrible and the internet is not dependable. They apparently have our account flagged cause customer service is rude, and uncooperative. I cannot always understand people with an accent on the phone and I asked to be transferred to someone who spoke better English. The girl was obviously offended then told me that she cant transfer me to anyone cause all the supervisors are in a meeting. Which is a typical response when asked to speak to someone else. I asked to even talk with a different agent because I did not understand what she was telling me and she refused. They have sent a tech out previously and didnt tell me that they were going to charge my account $60. I called to question the charge and was basically told oh well, you gotta pay it. The technical support doesnt know what they are doing and dont pay attention when explaining the problem. There isnt many options for internet in my area otherwise I would not use Suddenlink for cable internet. By the way the tech said a supervisor would call me back like previously and I never receive a callback.