Suddenlink Communications
Reviews and Complaints

Received current bill showing a late charge for 03/19/2019. At the top of the same statement shows previous statement paid on 03/11/2019. After 57 minutes on the phone it was determined the extra fee was an error and I would be contacted when the adjustment is made. I also asked why my cable bill had gone up 30.19% since same period last year and was told that probably a promotional discount had expired...I have have not changed cable service since moving to Canyon in 1990. I do not believe there was a 29 year promotional discount offered at that time. Can not win...Does anyone have better luck with Direct T.V.?

I have requested a cancellation for my service in end of November due to moving out of rocky mount. I have return my internet box and also pay for the last billing cycle for that month. I was bill for the month of December and which customer support told me that they had fixed the problem. The month of January and February which I was billed again, got in contact with customer services again and they have fixed the problem. Now I am getting a Delinquent from this company for a bill of $281 for a service that was supposed to be inactive since November of last years. Please explain to me why I am getting this delinquent report from a mistake that y'all have caused?

Suddenlink wants $300 for a cable card that was lost in the mail. I just called them and offered to buy them a brand new one or give them $5 so they can buy a new one. Rep refused and said I owed $300. I recorded the call in case it hits my credit report.

I also rented this cable card from them for $3-4 a month so I paid for the cable card multiple times over.

Shipping label used to return the cable card was their shipping label from Fedex. They could've insured it. Just sayin' $300 should probably be insured.

I stopped using Suddenlink because I paid for over a month of internet that I never got.

Cable companies wonder why customers leave...

It is all about the money. No empathy or concern about a long time customer... Period. I just enrolled in online billing because they were starting to charge a dollar for paper bills. So I enrolled in online bills. A month later I was informed via email I was late on my payment. That's a $10 charge. I didn't do anything wrong. Well that is news to me since I signed up for online billing. Why didn't Sudden Link deduct the money from my Visa? Well, they need 2 months to start the billing cycle I am told. All of the online services I have signed up for in the past are very efficient on acquiring my funds. Except for Sudden Link! The company doesn't want to hear about it. Just pay the late fee. The agent on the last phone call made a point of arguing with me. Didn't care. I tried 4 times to talk with a supervisor over a 10 day period with no joy. And no call backs with a supervisor. Very sad when a company like this has no resolve with their client base. Ten dollars must be a treat for these professionals. Multiply this by thousands.

I pay my bill at the beginning of every month before I use the services for the month. I ordered online to have cable added on because of the incentive of a bluebird card upon activation of the services. I never received the card and it's been 3 months. I called 3 times and they promised to get it to me. I was charged $180 on january 1st because they prorated the short time I had it in december. Then my monthly charge was $150. My bill was due march 4th and that say I called and cancelled my cable and took the equipment to the store and paid my internet bill. When I called to cancel, the guy said I would no longer be charged for the cable because I pay before I use it for the month so therefore my bill went back down to $72 for the internet. It is now march 18th and I have a bill for $235.42. There's no way i'm paying 2 months worth of cable that I haven't been using as well as I have no equipment. I spoke to 2 people today, including a supervisor and they would not make these fraudulent charges correct. So I requested to speak to somebody higher up and they said a manager would call me in the next couple days. I let them know i'd be cancelling if they did not correct my bill. I have been a customer for a few years now and never had a late payment.

Since January of 2016 my Suddenlink bill for Double Play services consisting of Internet and Home Phone has increased multiple times from $68.42 to $99.25. This amounts to a 45% increase over this 3 year period or 15% per year. This increase is far above the inflation rate over this same period. I would like to know how Suddenlink can justify this type of increase far exceeding increases for other products and services.
In addition recently we here in New Bern, NC recently experienced a loss of all Suddenlink serves for a period of 6 hours. We were informed that bills would be adjusted to reflect this service loss. So far nothing. When can we expect this adjustment?
I for one am glad to have Directv for TV services and will be on the lookout to replace Suddenlink Internet and Phone services unless I can be assured these endless increases will be more reasonable in the future.
[protected]@suddenlink.net

I have been a suddenlink customer since oct 2016, every time it rains my internet service deteriorates to the point it is unusable. it usually returns about an hour after the rain stops. I have called many times but by the time someone comes out there isn't a problem.
just this month
March/12/2019 we had a little rain and as usual the problem occurred, however this time it was out for 9 hours, the next morning a service tech arrived and said everybody on this block has the same problem, there isn't anything he can do about it, it's a maintenance problem. "it's a crack in the hard line" then he left.

March/17/2019 "today" no rain this time 7:00am the problem started internet didn't return till 7:30pm. over 12 hrs.
this problem has been going on for me 2.5 years now, and who knows how long before that.
it's obviously getting worse.

I am a retired electronics engineer, I spent 5 years working on docsis modems for Motorola, this problem isn't rocket science. you need to get some one out here while the problem is occurring and have them trace signal strength along the hard line till it drops off. it's not that hard to find this problem.

I don't understand why it hasn't been fixed a long time ago.

I am including a screen grab of my computer trying to ping a web site as you can see it's terrible, there will also be times the web site is unreachable.

Weston Norgress
4562 N. freiday ln.
kingman az 86409

I bought my own modem and tried to get it set up on 3/10/2019, Suddenlink told me that product was detected, so I scheduled a service call for 3/16/2019. They called me and cancelled, said they had no one to come out this weekend and for me to reschedule, I have went without internet service for one week now. Called help desk to try to resolve over the phone. They said that on Suddenlink end I have internet, well on my end I do not. They said it had to be wire issue. I had internet service till I switch cable modems. Funny that all of a sudden I have internet, but when I tried to switch cable modems I DO NOT! It is very sad that you do not have enough employees to service your customers. I scheduled another service call for this coming Saturday, because I work during the week. I surely hope that someone can come out and not call off work again. This situation makes me want to switch service providers. Hopefully YOU can solve this problem.

MARC have been working with Kristin Muehlbrad, MDU Regional Account Executive for Midland TX., since before Christmas to no avail. MARC support people with developmental disabilities and we have 16 group homes and 4 business locations.

I am so frustrated with Suddenlink's customer service. It is imperative we have phone services in our homes were people with disabilities live. I image you have phone service in your home not only for your convenience but for emergencies. The phone lines have not worked for many months and MARC has had to rely on staff to use their personal phones. It is not the responsibility of the staff to uses their phone, for business matters.

I notified Ms. Muehlbrad on 2.26.2018 to terminate our services, at which Ms. Muehlbrad replied and asked for a chance to repair relationship. MARC uses Suddenlink for all of our phone, internet and cable services in our 16 homes and at our 4 business locations. MARC has paid our monthly payments without fail, even paying for the services we are not receiving. We are not a large account in compared to some of your accounts, but I do hope we are important.

I hope you can help me resolve these issues.

The list below are phone services for our home where people with disabilities live.
3212 Apperson 432.695.9917
2305 Boyd 432.695.9036
2000 Lindora Way 432.695.9035
2801 N. A St 432.432.695.9026
2901 N. A St. 432.695-9927
912 Goliad 432695.9031
3403 Wedgwood (cable issues in bedroom)
1 Linda Ct. (cable), (phone not working
2901 N. A St. (cable issues)
304 Willowood (no internet)

Sincerely,

Charlotte Bosecker, Executive Director

We've recently had suddenlink put in, and have a main dvr tivo box and 4 minis, as well as suddenlink's internet service. On the peripheral devices, we constantly receive lost connection notices. We cannot watch live tv, stream on demand, or even watch recorded shows. After a 15-minute wait for someone at customer support, the best they can come up with is for me to take the mini unit to a store and have it replaced. I'm kinda puzzled why this is my problem to solve, since the service they installed hasn't worked right from the getgo. Further, the rate we were given was guaranteed, and the second bill was increased. The only reason: we had a rate increase in that area.

In October, my modem died and I had to have a new modem; whch I'm being charged for now when I wasn't before. I had to install the new modem for internet myself due to not being able to make a service call because I actually work and cannot wait around my house for 4-5 hours for someone to randomly show up. In November, I noticed that I had no dial tone on any of my phones. So December 8 h I finally got time to call about it because it takes FOREVER to even get a human being on he line and they close when people are just getting off work. Anyway, I spoke to someone and I could not get it fixed because they could not understand my problem. They asked me to make a service call but I was working long hours at that time so decided that it was not going to work and would have to call them back. I continued to work until at least 9:oo p.m. nightly through February and then finally got the time to call for a service call. It was fixed today but when I called to see if I could be reimbursed for the 5 months without phone service I paid on they refused because I "didn't give them the opportunity." Well I can't help that I work. I think it is extremely poor taste to penalize a person because you, as a company, do not take into consideration things like this. Perhaps you need to rethink your system of holding people hostage in their home and waiting for someone to "show up". Personally I think I need to be fully reimbursed for the 5 months I paid for nothing! But I was told that it was basically "not Suddenlink's problem". Someday I hope it is...

Service has been down for 3 days. Person I spoke with in Texas said ..as she was reading her screen..."the problem is in Flagstaff and there is no estimate of time for repair". My neighbor says his Suddenlink guy said it was at our houses only and he could send a tech at a cost of $100+ for a guy to check our modem. How stupid do you think we are? I'm suggesting a class action lawsuit which could easily be won. Let's do this!

I have suddenlinks internet service as I do streaming insted of cable, I live in Laughlin NV but suddenlink will only provide me a IP address in Bullhead AZ, so no madder what streaming service I have I can only receive Phoenix channels insted of Las Vegas. Not a happy camper!
Contacted the local provider an was told I had to be a business to receive an IP address in Laughlin.
Suddenlink in the only provider at my apartment complex.

I canceled my service after hardly ever having internet... I was on the phone for 45 minutes trying to cancel my service with the rep trying everything he could to get me to stay...Credits, lower bill, everything! Finally I said I'm not playing around cancel this. I went to return my modem today to the store in auburn Ca... it's closed! I have been on the phone with Suddenlink for over an hour! Customer rep said nothing I can do but go to Truckee Ca and return it. They said if I do not return this modem I will be charged every month until I do.
It's safe to say I am pissed and will tell everyone I can to not use suddenlink. Worst company around

I reside and have Suddenlink Cable, Phone, and Internet package. I had a tech out on 02/11/19 to install my second tv. We were told by the tech that came out that the original tv 1 box had Beckley, West Virginia channels and guide and the 2nd box would have Princeton, West Virginia channels because he did not have any Peterstown, WV cards. So since the original install we have not been getting the correct local stations and our guide is incorrect. And to beat all of that the 2 tv's in my same home have 2 different channels. I called to complain today 02/20/2019 and spoke with an agent by the name of Chevonne and a supervisor by the name of Joanne. Chevonne threatened to hang up on me because I would not release the line to wait on a supervisor to call me back but she didn't. Then when I get the supervisor on the phone we discuss some billing issues and the channel issues. Nothing was resolved. Supposedly the upgrade fee is valid since we did not get new equipment install per Joanne (even though we did) and when I asked about the channels she stated she would look into that. I was on hold or mute or something because there was no hold music for about 20 minutes and then she released the call without coming back to the phone to resolve my issues. So I feel like my billing is not correct and I KNOW my channels are not correct and NO ONE cares but me and my family. The ONLY thing Suddenlink cares about is getting their monthly payments even if you are paying for something they you are not getting.

Have tried for a week to get a hold of technical support and left to hold for 45 minutes and hung up on. Once got through and gave them my phone number just for them to hang up on me. Had been without one of my boxes working in my house for a week. This is not the first time for this to happen. It happened several months ago as well. Soooo tired of crappy service by suddenlink.

Suddenlink has great internet speed. But they suck at honesty and customer service. I was having trouble with my wifi and needed a new modem so I decided to buy my own instead of paying a rental fee, which adds up to way more than what the modem is worth. So I check my bill to see what level of internet service i'm getting when I realize i'm getting charged for starz. I never asked for starz. I check back and realize i've been getting charged $17 per month for the last 6 months. I called to complain which is a hassle because their automated phone directory sucks. You have be in a very quiet atmosphere because it picks up every sound and will eventually hang up on you if it can't understand what the noise is. I waited over 30 minutes before someone answers. I tell her my predicament and she puts me on hold. Then she comes back tells me she can't do anything because basically I should've notice their mistake and dealt with it sooner. I argued that it wasn't my fault and told her if they don't credit me that i'll drop their services. She had no problem sending me to the department that handles disconnection. Of course I was pissed.
So I complained on social media and find out that my neighbor had the same exact problem! She advised me to ask for a supervisor. So I have to call again and go through the same process of waiting over 30 minutes because their "call volume is higher than usual" and that they "value you as a customer." finally talk to someone and ask for a supervisor. I have to wait again. Well, the supervisors are all busy because of that "high call volume", I guess I wasn't the only having issues with suddenlink. They would have to call me back. There days later I finally get a call back. After some haggling, she tells me she can only credit me 3 months. I argued that it wasn't my mistake and that they should credit me the full amount. She argued that I should've noticed the mistake sooner. She was basically telling me... I can't trust their billing department and I said as much and she didn't have anything else to say. She even looked at my contact history and agreed that I didn't order starz, but she still couldn't give me a full credit. Apparently there was nothing that could be done but eat it and just be pissed because they are the best in internet in my area.
As soon as I have a more viable option I will be dropping suddenlink immediately. I can't stand their lies! Check your bill every month because you absolutely cannot trust them.
Also, if you need them to make a service call to your home, be sure to ask how much it will cost because they don't tell you that until you get your next bill.

I switched from Direct T.V. to Suddenlink because I was promised that I could
#1 change my due date and #2 would have my early contract termination fee's from ATT paid by suddenlink. It has been three months and nothing has been done.

I have called the past three months and have gone through hours of wait times and representative who promise that my due date will change. After the second month, when I called back I was told that whoever the representative was that helped me last month did not do what I asked. He told me that I needed another department to remove a J. Campaign code so that the due date could be changed. I was transferred to another dept rep to have the j campaign code removed. He said that he had removed it permanently so I should not have any more problems. He could not change my due date because that is not his area so he transferred me back to another depart rep to enter the new due date. I was told that the new date has been set for the 26th of each month. I received my bill again this month and the due date has still not changed. I called again to a representative named Cadeen who listened to what I had to say but she was going to be doing the same thing that the other representatives have done the past three months. I did not think that it would be done at this point since it had not been done the other three months, other three representatives (Akema, Carlos, and Patrick.) which by the way I am told that It is not likely that I can reach them again unless I call and by luck they answer. I asked to speak with a supervisor. She said that no one was available to talk to me.
I was incorrectly told by the sales person that sold me suddenlink services or should I say that she was not truthful by omission. She said that suddenlink would pay for the early contract term fee's with ATT. What I learned is that suddenlink after three months of paying regularly then my suddenlink acct is credited. That has not happened yet either even though I did send the switch up email once I received my final bill from ATT showing the contract term fee's. I fully expect that my credit should happen because I have been paying my bill the last three months despite the due date change not being completed. I expect someone with suddenlink to be accountable to their customers, one person that I can communicate with until these two issues are worked out so that I will not have to go over and over the same issues knowing that it will not be solved by customer service representatives on the entry level who do not either care or having the knowledge they need to try and think outside the box of their one specific area. There has got to be someone that is over all of the departments that can assist me and see that something gets done. I will not give up until I receive the help that I need and the services that I was promised. Total that should be credited to me is $208.00 and I want my due date to be the 26th of each month. Thank you. I Hope to hear from someone. Thank you.
Donna Webb [protected], email: [protected]@yahoo.com

I've contacted Suddenlink about my bill creeping up on a regular basis. I've been a loyal customer for some years now; however, better rates are given to new customers only. Existing customers get the pleasure of having to police their billing statement as rates increase and random fees are added, with no option of lowering the bills (per a phone call with customer service a couple months ago). The latest charge is an extra $2.50 for a Network Enhancement Fee. Also, I have warnings of using too much data and threats of charging for it and when I check my plan I am well below the usage limits for my plan. Instead of helping me resolve this issue, customer service pretends not to have my account, although I provided the account number, access code, billing address, security question answer, and email account. They still could not authenticate me. Amazing. Customer service is sorely lacking, loyal customers aren't encouraged to stay loyal, and you end up paying more for less. If there is a better provider available in your area, go for it!