Suddenlink Communications
Reviews and Complaints

On January 24 2019 I tried to call into suddenlink to see if we will ever get upgraded to their advertised internet speeds. We are still on the 30 MB download service which is the speed the original owners that sold out to suddenlink had. Several time we have been promised upgrades to at least 50 MB but it never happens and everyone suddenly forgets this promise. Today I called in and was told my internet was out. It wasn't I received a prerecorded message with no way to talk to a tech person. Actually Suddenlink has devised a scheme where you never get to talk to a person just computer generated messages. I would happily upgrade my services but their customer support leaves a lot to be desired.

I have been with suddenlink for many years. I guess because they were the most affordable. Well you get what you pay for or should I say you don't get. They have gone up on my bill numerous times. The last time they went up 12.5%. I don't mind paying if I could watch all the time. This sunday when we couldn't watch the big game because it rained the previous day was the end. I had another tech at my house today and he said there was nothing he could do because the box/amplifier or whatever it is called is too far from my house. The tech told me I would never be satisfied unless they revamped the entire system. So I canceled because why pay for something I am not getting. The suddenlink rep asked me to go return my equipment that I had so they would not have to charge me. I have never recieved any equipment from them. However my account shows they installed some. They have never. Anyway
Suddenlink "suddenly you have service and suddenly you don't"
The worse service every.

I have called multiple times only to be disconnected and on 2 occasions held on for over (yes that is right) an hour each time. They have sent people out on 4 occasions only to tell me that they need to put a "ticket" in...Nothing has been resolved... No one seems to care about our issues and the call in customer services is horrible... long waits and no help

We had an appointment set up for January 18 between 2 PM and 4 PM. At 4:45 I received a phone call for the technician stating there were issues with that A 1 installation in our area. I called Suddenlink and was told that our technician was running late and would be here between 6 PM and 7 PM. We then instructed the person on the phone that the technician had told us he wasn't coming at all because of the issues in our area. The woman on the phone told us she had no knowledge of that issue because it had never been reported. Now I check our account and they've rescheduled for a time to come out, however we will will be unavailable at that time. No one called to see if that time would be convenient. This is the second installation appointment we have had since we switched to Suddenlink from dish. Our our initial installation from Suddenlink was less than satisfactory. The technician left before they remote in the bedroom was synced to the television. I spent quite some time with technical support trying to get it to sync only to discover the remote was Not working. I made this complaint was sudden link regarding the installer and the remote however no one ever contacted me regarding my complaint.

So far we are very unhappy with Suddenlink and their customer support.

To whom it may concern.

Recently my wife and I have been fallen a victim of a so called "bait and trap" advertising by Suddenlink.

We received a mail advertising from Suddenlink in a mid-november last year.

The advertisement promised a TV, Internet and Phone bundle for $59.99mo/1year.

For $10.00 more it promised to add an Altice One DVR that would come with an additional $20.00 monthly credit for 2 years.

That offer was way more attractive then what we had with AT&T at that time.

Additionally Suddenlink promised to pay off any early contract termination fees."And if you're stuck in a contract, we'll even buy it out - up to $500!"

All of that was too good to be true and we decided to check reviews on a social media. Just like we expected the reviews were mostly negative.

Nevertheless the advertisement was too attractive and I called to inquire.

The sales person was polite, cordial and not pushy at all. He quickly collected required information and qualified us for a special offer. I asked all related questions trying to find if the offer is true or a trap.Everything sounded legit and we agreed to sign up. The sales person scheduled for us an internet and TV installations in three days with the phone installation a few days later. It was necessary for keeping our old phone number, as the sales person explained.

On a day of scheduled installation we've waited an 1 1/2 hours after the given time.

The technician was late and tired. He did his job quickly and left without a word of explanation.

Everything was working fine. TV picture was brilliant and internet connection was running fast. We were very happy.

A few days later I called customer service and asked when and how much we should pay for services.
The customer service representative told me to pay only $77.91 for the first month! Wow, it was even less than we expected.

A few days later we look into a Suddenlink's website. We were curious about our billing statement. To our surprise the amount shown was more than a hundred dollars and a base rate not $59.99 as promised, but a $20.00 more.

I tried to call customer service but to my disappointment billing questions are answered by computer only.

I called sales and to my surprise I got the same person who signed me up! He understood my problem and promised to help. I waited just a few minutes and he informed me that everything is corrected now and our next statement will show all of the required adjustments.

I was happy again, but not for long.

Another week passed and a new bill was even more threatening. Now it added a late fee and additional charges.

I spent hours trying to get through a customer service representative. When I finally got through representative told me that she couldn't help me at all and should escalate my mater to a supervisor who would call me in a few business days.

- but what about our billing statement, - I asked. I didn't want to put our account in jeopardy...

A lady on a phone assured me not to worry. She explained that supervisor should fix the problem and we will pay corrected amount then.

A few days have passed. No one called and I wasn't surprised anymore. Meanwhile the winter holiday season passed by and I started to inquire about our billing again.

I called several times.

Finally a live person after listening to my story stated that because our first payment wasn't done in full we lost our "customer of a good standing privilege' and therefore can't quality for a $59.99 anymore. Additionally she explained that because all of our three services weren't installed together, but a phone service was added three days later we wouldn't quality for this special anyway.

The late fees will be growing unless I'll pay $248.00 in full.

And she didn't know anything about paying AT&T our early contract termination fee...

This is my story.

I believe we were treated unfairly and were taken an advantage of.

We were promised a special deal that was too good to be true.

My wife and I are both senior citizens and not as proficient with social media as today's youngsters. English isn't my first language either, but I intend to publish our story everywhere I could, including the FCC complaint department in a few days after sending this complaint to you.

I can't believe how your company acted with us and hope that maybe you would correct your omissions and recover our good standing with Suddenlink after all.

Thanks, I hope to here from you.

Since Hurricane Florence came through our area in October, our services have been out at least a couple days a week! I have called in multiple times and even had appointments set up to which no one ever showed. I am extremely tired of getting charged $230+ per month when my services are not always available! I do plan on finding another provider as your customer service department leaves a lot to be desired.

I've had Sudden Link for years and all of the sudden they can't find my account when I call, and they have to pull me up or explain how they're going to create an account for me the past few times I've called. It took a week to get a technician out here to diagnose a problem outside with the tap reading well below what it should so he tells me he's going to have someone from maintenance check it outside before the end of the day. The maintenance tech never comes so I call customer service the following evening (they still have issues finding my account which is still not under my name even though I've lived here over 6 months) only to be told they can't get a maintenance tech here till a week after the first tech came. So it takes 2 weeks to fix my issue with my service? This is ridiculous.

I would say the problems began around the end of November, TV picture has horizontal lines going through the picture some channels you can't watch it is so bad while others say service interruption. a service tech came out December 22 2018 I had to wait a week for that appointment, he switched out the TiVo box, no change, I have spent countless hours on the phone trying to get some improvement with NO luck what so ever,
I called yesterday the woman I spoke with marked the ticket as escalated so much for being escalated they told me my next appointment was in 5 days.I have asked to speak to a supervisor, I was put on hold for 5 minutes both times, she said someone would call me in a hour so stay by the phone, I wasted a hour wating, I called back & spoke to someone else he said The wait for a call back would be 24-48 hours I asked to talk to a supervisor he put me on hold for 5 minutes then proceeds to tell me there is not one to talk to. So WHO do I talk to get some action ASAP

11/19/18 bill
client # [protected]
I had to change credit card information in November because the City of Tyler had a security breach. I put the new card information on my Suddenlink account for automated payments sometime mid-November. I noticed on 12/8 that the bill had not been paid, so I went online and paid the bill with the new credit card #. After the fact, I noticed that the amount paid was different than the amount owed on the original statement. I realized that I was charged a "late fee" of $10.81. On 12/17/18, I called the "VIP line", explained my story, requested to speak to a supervisor, was told one was not available, but I gave my cell phone # and asked to be called- I never got a call.
I'm upset because I have been a customer for 25 years and have never missed a payment. I was not notified that the charge didn't go through. The other card information was on my account- when the 1st card "didn't work", why was the new card not used? That is not VIP treatment- it's not even good customer service.

desirable resolution: to receive a credit of $10.81

We built a new home in Forest Highlands, Flagstaff AZ and Suddenlink was our only option for phone and internet. We have had very poor response getting the service installed and working. Too long of a story to go into here, but the technician left the wires hanging exposed at the entry to the house and they need to be installed correctly.

Jim Smith
[protected]@gmail.com
[protected]

Disgusting customer service. After discovering issues with my service I attempted to contact the company by phone, as instructed. I went through 3 representatives. One was okay but no help at all. One answered with music blaring in the background. I could only understand every other word. Without warning this rep transferred me to another rep with an attitude out of this world. I demanded to speak to a supervisor and he refused to put one on the line. I asked several times and even offered to wait. I honestly don't even feel he even attempted to locate a supervisor. When I explained that id been on hold for over two hours and gotten nowhere. He sarcastically advised I call back at 8am. I then asked how to go about filing a complaint. He stated he had no idea? I'm starting to wonder where they even find these people. What a joke. My family and I are taking our business elsewhere. I'll pay top dollar for top service. :)

We have has 3 different service techs out to install internet over a two week period and still have yet to get internet. I wish the only choice on internet in Georgetown, TX was not Suddenlink. Receiving no service whatsoever. Passing the buck. I work at home and need the service. PLease HELP anyway you can.

Am I ever going to get internet? Grade: F

So sence i signed up with them i had outages about twice amonth i delt with it for 2 months so i called in and had some one sent out to fix it they fixed it then a week later it went out again so i called to cancel the cable and keep the internet i was told they would credit my account 50$ and my bill here on out will be 75$ then i got a bill for over 400$ and they tell me that the charges are valid that my monthly bill is 120$ plus services insulation and other things but this was not once discussed with me and the are trying to say i owe them this money and there is nothing i can do about it this company is [censored] completely a bunch of crooks i would not suggest signing up with them

I am so sick of S/L and Their ignorant customer service phone Reps. Every couple of months I have to call because my service goes down and I always get some ignorant rep who speaks ebonics or a slang English I can barely understand! Th e last call was a few days ago, My tv and Internet service was interupted and there is some new construction going on right next to my apartment and I though maybe they had damaged a line or something so I called S/L... I was informed by a rep that there was no issue (as Usual from there end and it had to be on my end and I needed a service tech to come out to determine the issue! Yeah Right, more BS! Was told I would hae to pay for the service call or I could pay for the SaFEGUARD SERVICE TO BE ADDED TO MY BILL(AT $7.00 PER MONTH AND THERE WOULD BE NO SERVICE CHARGE FOR THE TECH VISIT, AND I COULD CANCEL THIS SERVICE AFTER A COUPLE OF MONTHS AND MY BILL WOULD GO BACK TO NORMAL ! tHEY HAVE CONNED ME INTO THIS BS FEE A COUPLE OF TIMES BUT I HAD NO OTHER CHOICE BUT TO ACCEPT THIS IF I WANTED MY SERVICE FIXED! WELL ONLY AFTER AND HOUR OR SO BEFORE THE TECH WAS SCHEDULED TO COME OUT THE SERVICE WAS MAGICLY RESTORED BACK TO NORMAL... SO I CALLED AND CANCLED THE SERVICE TECH VISIT AND WAS SCREWED OUT OF A 7 DOOLAR A MONTH CHARGE AGAIN FOR SEERAL MONTHS! I AM SO SICK AND TIRED OF SUDDENLINKS GAMES/CONS THEY ARE CONINUALLY PULLING WITH THERE CUSTOMERS TO SQUEEZE MORE MONEY OUT OF OUR POCKETS... THEY STILL RAISE OUT SERVICE REGUALAR BILL FEE ONCE A YEAR BY 7-10 DOLLARS WITHOUT ANY PRIOR NOTIFICATION... MY BILL JUST GOES UP AND IM SUPPOSED TO BE OK WITH THIS! SUDDENLINK HAS A MONOPOLY AT MINE AND MANY OTHER APARTMENTS IN LUFKIN, TX AS THE GET THE PROPERTY TO SIGN AN EXCLUSIE CONTRACT TO USE ONLY THERE SERVICE FOR TV/AND INTERNET SERVICE AS I HAE TIED TO CHANGE PROVIDERS SEVERAL TIMES AND WAS TOLD BY MY APARTMENT MANAGER I COULD ONLY HAVE SUDDENLINK AS MY PROVIDER/// THIS IS NOT LEAGAL ACCORDING TO FCC LAW... THE LAW STATES THE CONSUMER CAN CHOOSE ANYSERVICE PROVIDER THEY LIKE! MY APARTMENTS SAY THAT THEY HAVE A CONTRACT THAT ONLY ALLOWS ITS RESIDENTS TO USE S/L EXCLUSIVLY! MORE BS!

On December 20, 2018, I cancelled my Suddenlink service and turned in all the equipment to the local office. The billing cycle is from Dec 17th to Jan 17th and I was charged for a month of service in which I only used 3 days. I contacted suddenlink Customer service and was told that I had an appointment with them on Jan 17th which is the last day of the billing cycle. I told the agent that I did not schedule that appointment that I had ended my service on Dec 20th. I asked the agent to send a letter or email stating that I had cancelled my service on Dec 20th. The agent stated that she could not do that. I asked we they put in their computer system that I had a scheduled appointment on Jan 17th (last day of billing cycle) as if I was coming in that day to cancel. I asked for a document stating I had ended service on Dec 20th, she asked why I needed that. I stated for legal purposes, she then replied that suddenlink could not send any thing showing the date of cancellation. I then asked if they could change my cancel date to the last day of the billing cycle (Dec 17th) she replied ( oh no we can do that), so suddenlink can't subtract 3 days from the cycle but can make a customer pay for 27 days of service they didn't receive. Hmm that sound like unfair billing practices. I will gladly pay for service I used but not a penny more. After 8 years of being a loyal customer, I would appreciate that Suddenlink do what is right and only bill for service used.

I called because my modem was not working..so agent told me there was a 60$ charge if a tech came out. But if it had to do with the wiring they wouldn't charge me anything. So he comes out and checks and his wiring is not working the power cord, not damaged or anything so he puts in a new one and works! Asked him if they would be charging me the 60$ and he also said no they should it ! So now the agent/ tech both said no ! Then I get my bill and now I'm paying 100 more that's crazy how they just lie and poor service need to get more people that know what they going to say to customers and not get a surprise a month later on bill

November 12, 2018

On October 13 my internet service was not working, I called to report and was scheduled an appointment. Today on November 12, 2018 I am still without internet service. I have had 3 visits from techs and 2 appointments that were made and the tech never showed up. Today I am waiting for a service tech to show up. That is a total of 6 days of missed work that have been incurred. Total loss of wages $1800. I have called to get some answers from customer service. I was told a supervisor would call, never had a call from a supervisor. Two service orders were placed to replace wires and a head. I was told by the service tech the order was checked off as complete but nothing at all was done. Last visit on 11/09/18 we were told a worker would be here to replace a head in an hour. Three days later still no worker or internet.

I have been a Suddenlink customer for 12 years, service has been tolerable with intermittent internet service throughout the 12 years. The recent service is completely unacceptable, missed appointments, service not being completed when stated and order, supervisors scheduled to follow up and no call.

I would appreciate some follow up on this situation to inform me why I am receiving this level of service.

Debbie Hyde

12/13/18
The nonexistent service continues. I have had 2 more techs to try and fix my service. Right now the TV is froze on the TV new from 12 hours ago. My internet goes out 2 to 3 times an hour. I am expecting a tech in 2 days to come and fix my issues again, or I should say attempt.
I still have an unburied cable in my yard and a broken cap at the exterior connection. I once again was told a supervisor would call but no call back.
I truly do not understand how a company can run with the level of service, lies and lack of follow up.
I so wish I had an option for other service but at this point Suddenlink is the only option.

The Suddenlink tech could not find a solution to our problem (our service kept dropping) and set up a tech to go out free of charge to try and find the issue. The first service call set for 11/7 that we took off work to be available for the tech never showed. The service call was rescheduled for 11/15 again we took off work and the tech said he came out included a picture of the front our home in his report but never notified anyone he was on the way or arrived. Suddenlink has no notes regarding the tech notifying us he had arrived. Suddenlink then charged us for the missed service call that was suppose to be at no charge. When I called 12/5/2018 to dispute I was told someone would call me back that an issue had be created. Suddenlink called back on 12/8/2018 11am on a Sunday and when I was not able to get the call left a message they tried to contact me and since I was not available the issue had be determined to be valid and the issue closed. When I called back on the same Sunday later that day after going through all the phone promts I received a message stating the department I needed was closed and I needed to call back during normal business hours. I have called back 2 more times during normal business hours and spent a large amount of time on the phone to be told that the issue has been closed and Suddenlink can not issue a credit that the charge is valid.