Suddenlink Communications
Reviews and Complaints

I had an appointment due to poor internet service. The service was going in and out.
When the technician called me, I advised the issued seemed to be resolved. The customer service rep reset the modem and the problem appeared to go away.
I advised the technician he could still come out and check the equipment and HE chose not to. He advised me if the problem persisted, to call back and report it. He did not advise of a charge. Again, this was his decision not to come.
Now Suddenlink states it's a valid charge because the technician coded it was cancelled at the door. The technician did not come to my home and he mad the decision not to come to my home.
This is a fraudulent charge and falsification of key records.
I want the charge removed

I received my Suddenlink bill which shows a charge of 60.00 dollars for service call and I am paying safeguard fee monthly. I called Suddenlink billing and was not treated kindly and I was accused of tampering which makes this a valid charge by the service tech. I have not tampered with this equipment and I do not appreciate being called a liar by anyone saying something that I did not do. I want this 60.00 dollar charge removed because I have not tampered with a splitter. There is no reason a person should have a lie forced upon him. I have been a customer for many years and I can say that I have payed for my service that I have received. It is very hard to over look Media in a case like this. I would like to hear from you (suddenlink) on this matter asap..

As of 10/1/2018 Suddenlink discontinued ebill services through ALL banking institutions. No notice was sent to the Suddenlink customer to alert that their bank will no longer be capable of receiving ebills on their behalf.
For those like me, my account went into arrears, service was discontinued and I was required to pay late fees and a fee to reinstate my services, both with the added bonus of decreasing my credit score.
I insisted on speaking with a supervisor who confirmed that it was discontinued and the individual consumers WERE NOT alerted to the change. I am in process of investigating whether my bank had been given notice of the impending change and they failed to notify me.
I have been told by the supervisor that it has been fast tracked for correction and my fees and any negative credit will be reinstated. I will wait to see if any notice is sent from Suddenlink and what happens to my acct.

Trying to get credit on digital equipment. Shipped equipment on 9/27/18 with the shipping information supplied by Suddenlink using FedEx. It was recived on 10/04/18 signed by KDIMICK, tracking number [protected] in Dallas, Texas. I have called Suddenlink customer service three times, Breanna 11/14/18 8:15am, Carmella 11/14/18 2:40pm and Reina badge # 4700194 on 11/26/18 9:30am, telling me I would be contacted within 24-48 hrs. No one has contacted me. The amount of said items is $700.00. I would appreciate any help.
Thank you,
Gary Coffey
[protected]
Suddenlink acct# 001-8608-[protected]

I had moved to another state the first of April of 2018, i had called and had everything cancelled..ok fine, everything is good..well i moved back recently and before i could get suddenlink back on i had to pay remaining balance, that's fine, until i asked why is was so high..They informed me they had to wait till next billing cycle before they could disconnect..So, I'm being charged for a month that i wasn't even in the state for...I like suddenlink but that is ridiculous..I'm not rich, and don't believe i or no one should have to pay for that..

PLEASE DO NOT select Suddenlink for cable service. I am a new customer. They've sent 2 techs to my home. Neither showed up with the correct equipment. I personally went to my local outlet and got the equipment myself. I've been able to get all but one TV working. They've re-booted the last box and have concluded the box is faulty. Now they want to charge me $60 to send a tech to swap out their faulty equipment. They refuse to waive the charge unless I opt to buy the $7 per month insurance (on THEIR faulty equipment?). RUN!

Suddenlink is charging me for credit card being denied but I have only made 2 payments with them I am a new customer and it is Nov 2018 my service started Oct 1
They are saying I made a payment on 10/18
For 109 and some change that was denied but the card they said I used I DONOT own so how can I be responsible for paying a fee for a denied credit card that you say I used that Does not belong to me I have only made 2 payments 10/23 and yesterday 11/14 so where did this mysterious card and payment and charges come from was on the phone for almost a hour trying to get this resolved the rude customer service lady was no help at all I am strongly considering canceling services

Simple question: Why does my monthly bill keep increasing? Suddenlink increases my bill without my knowing? I pay through my back bill pay, so I get no paper...suppose to be a good thing(?) But then I get hit will a late payment...so wrong! How I wish for another company...……………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..………………………………………………………………………………………………….

My so called Access Code is: 3483
[protected]

Long time customer who moved..
Wanted to transfer services but told suddenlink not available at new residence 30miles away.. waited 5 weeks for company to get back to me.. they never did. I obtained the account number of previous owner who had Suddenlink and was finally able to set up istallation..also gave agent a billing address different that physical address which she confirmed. Tech did installation on 10/5.. did not have to hardwire because prev owner had suddenlink..
I did not receive a bill so called today and was told I owe $447.. for installation, hardwire and hardware and late fee... the agent with whom I set up the account did not include a separate billing address even though she repeated the billing address back to me.. now I have fees for hardwire not dine, late fee, not my fault.. and reflection on my credit.. plus being treated like a dummy on the phone.
What a waste of time.. simply the worst customer service !

This company is a bunch of crooks. I upgraded my ISP about six months ago to 400mbps download, which I was able to get until a few months ago when it started lagging. My Roku and wifi devices have always functioned much slower but my desktop connected to cable ran fast at least. The past few months though it's been crawling and the last month I barely get 200mbps at any and all times of day.

First time I called in they crashed it when they reset modem and sent out a tech 5 days later to fix it leaving me without Internet that whole time. Tech said it could've been fixed remotely. Second time I called, they reset, sent out a tech and he claimed nothing was wrong with it, "maybe my cable cord." I tried another one. It is NOT my cord. Third time I called, they repeated "200mbps is within the guaranteed service range and is considered good." GOOD? 200mbs when I'm paying for 400mbps!? I said, why don't I just pay for 200mbps? She said, then you're only guaranteed 100mbs and lose your unlimited data!

There is seriously something wrong with a nation that allows these corporate crooks to monopolize the cable systems. I'm going with a new wifi company and will hope for the best because anyone, ANYONE, is better than getting screwed by these crooks one more month.

My internet was running extremely slow on 11/2/18 so I called in to Suddenlink. The automated system stated that it was an outage in my area. It said that the issue was being worked on, so I opted to receive a text message when the issue is resolved. I did not receive a notification on Saturday, so I called back in and spoke directly with a rep. I was told that technicians are still out and it's being worked on. Sunday came...same line. Called again on Monday and was told that the power node that sends the signal out to all of the devices is down and that's what needs to be repaired. The proposed timeframe of resolution should be approximately 8hrs and 11mins. Tuesday came...no resolution. Called back in Wednesday morning. with the same line...There is an outage in the area. Technicians are working on it. Requested to speak with a supervisor. None available. Was told they wouldn't be in until about 11am CT. Ticket put in for a
callback but of course, no call. Finally I had enough. I went to the retail store and the store wasn't even aware of an outage! A rep was kind enough to look into the notations on the account. She swapped out my old modem for a new one and guess what? Now I don't have to worry about slow speeds because I can't even connect to the internet 😡 Called back in to Suddenlink and this time a rep tells me that this has been an ongoing issue since 9/23/18 and there are currently 180 people in my area that are affected. I've never heard of a company having an outage without a sufficient timeframe of the issue being resolved. I work from home and this is just beyond leisure. This is a necessity to sustain! There isn't even a valid number to even reach Customer Relations! They scheduled for a technician to come out Friday. What good will that do if it's a known issue and the techs are supposedly out
already? I've only had service for 2 months and the ultimate frustration that I feel with Suddenlink has completely boiled over. I've been out of work for nearly a week. Absolutely no income at all! Since I can't get this going through the proper channels and escalated, I'm going to the NEWS!

On October 25th, 2018 I was paying my Suddenlink bill online. After completing all the steps I hit submit and it gave me an error message. I decided to look at my bank account and it showed the payment to be pending to come out of my account so I did not resubmit the payment. The payment continued to show pending until Oct. 31st and then that is when I called Suddenlink because now my bill was showing a late fee added. I do not feel I should have to pay a late fee because of a system error. I did go ahead and make a payment to Suddenlink minus the late fee. Thank you for your time in this matter, Henry Housewright

I would like to file a complaint against the customer service representatives. They refused to provide me with my account information. I have had this service for 20 years and have NEVER set up an access code. The customer service department states they set on up but would not provide that information. That is RIDICULOUS! How are you going to set up an access code and NOT provide it to the customer? That is utterly the most insane thing I have ever heard of. They have done this to prevent me from looking at my account online. I would like to have my account information. I provided ALL OF MY PERSONAL INFORMATION and was told that it was not good enough. CRAPPY SERVICE and I will be leaving Suddenlink. This is unacceptable after 20 years of loyalty!

Accounting and billing Errors, ( I am getting Billed for paper billing as I had been on my previous account for the past 10 plus years, and I have never been late. I have not ever got a paper bill until this past month for October, causing my account to fall behind.
I have credit History with Suddenlink for 10 plus years and I have never been late paying. I have always paid my bill before due date.
On top of that I had paid my previous bill on time and it had left me with a $49.48 cent, credit.
I had paid up until 7/24 and opened my New account on 7/2.
My original bill as a new customer was suppose to be 125.76 and it became $136.64 plus they added charges for my past account where I have a credit of which I never received.
I never recieved my paper bill from Suddenlink so it became 7 days late so Suddenlink chose to cut off all of my services saying I was past due.
I was forced to pay $188.94 on 8/9/18 to activate my services when I only owed Suddenlink$138.89 plus taxes less my credit of $49.48 that I never received.
If Suddenlink Accounting / Billing would had sent my Paper bill as I request and I am getting billed for, then I would have not been 7 days late!
My Previous Stament Balance for 6/24 to 7/23 showed I had a credit of $49.88.
This is my payment history starting from my closing of my old account and my new Service.
6/24 to 7/23 I have a credit of 49.48.
My bill for 7/2 to 8/1 was 136.64 and that was where we did Not get a Paper bill cutting off my service on 8/9/18 which I paid $188.94
my next bill was 8/2 to 9/1 and was showing 123.99 and late fees?
I paid $135.24 on 9/9 before it was even due.
My next bill for 10/2 to 11/01 was $122.88 which was paid on10/4/18. plus you charge another $10.00 late fee which I did not pay because I am Not late.
My bill that is due on 11/2 which you claim I owe 131.82 which included another late payment which I did not pay because I am not late and I don't owe it.
I paid you $121.82 which was paid on 10/30/18.
My next Complaint is I have never gotten a check or received credit for the moneys Suddenlink owes me.
I have gone around and around and yes they see where the credit was never applied .
n 10/1/18 we spoke to your customer Service person name Mike and it showed we should have been credited the $49.48 plus taxes which came to, $56.22 and Mike said he would have a Supervisor call me with in 48 to 72 hours. That call we never received .
We have tried and tried to get help and Suddenlink Customer Service made me feel like they do NOT Value me as a Customer of over 10 years with a spotless credit history with Suddenlink. I am asking for help and I will take this matter as far up the line to the F.C.C. or further if necessary.
My next complaint is the poor quaility of Service by Suddenlink Customer care and Suddenlink contracted Service Techs, ( meaning phone and Road Technicians.
I have called Suddenlink to come out to repair my Cable and Internet more than 5 times and every Technician says Suddenlink has a Noise Problem on the Node and it needs to be replaced. The Technicians all say the Node needs to be replace with one that has another connector on it, to be able to service my Internet and cable lines because they are separated to give me more data to allow my Internet to preform correctly.
After 5 attempts from 5 different Technicians all who Claim they put in a Work Order to have a Bucket Truck come out to Replace the Node . Never has Suddenlink made the repairs Necessary to fix my problem with my Internet failing and my able freezing up.
This has been going on since I received my New Service on 7/2/18 . Suddenlink has Not resolved the problems as of today, 10/30/2018.
I am asking for my credit that is owed me and some credit for every month until Suddenlink can resolve the Issues at hand. It affects my security link, to my phone as well as my TiVo box my Netflix, my Cable Channels, Not to mention the countless Hour on the phone and down time. Plus the inconvenience I have been put through along with the unnecessary Stress on me having to continually call Suddenlink.
Please HELP ME! I am Paying for Service that I am Not Getting.
Thank You, Sincerely Yours. Dale Terro Account ID 2717

This goes back to July 26th. Had a service technician come to the house because the internet service was frequently up and down. He changed 1 (one!) coax connector, and then told me the problem isn't in my house, it's the service coming from outside the house. Received my bill with a $60 service charge on it. I called customer service to dispute the service charge, since my service had not been any better after the call than it was before. Customer service, while very nice and professional, basically said suck it pay your bill, the guy came to your house. I asked for another avenue. They suggested I write a letter disputing the charge. So on Sept. 8th I did. I included a snapshot of how often our internet had gone down (8/22 12:45-12:50 and 2:30 - 2:35 p.m.; 8/23 2:20-2:30 p.m. ; 8/25 6:18 - 6:25 am and 3:22 - 3:28 pm; 8/26 2:55 - 3:04 pm; 8/27 2:30 - 2: 36 p.m.; 8/28 1:48 - 1:55 pm and 1:57 - 2:20 pm; 8/29 3:08 - 3:13 p.m.;8/30 4:45 - 4:53 pm; 8/31 1:50 pm - 2:06 pm). I told suddenlink I wasn't paying for a service call that had no effect on my service.
Fast forward to today (10/29) get a bill. $60 service charge still on there, with a big "past due" on the bill. So I call Suddenlink again, to make sure my service wouldn't be cut off before I heard back on my official dispute letter. Customer service rep says my service will be terminated on 7 November if the bill isn't paid in full. Ask to speak to a supervisor. Get the "call center supervisor." Her response was exactly the same, despite me telling her to check their logs and see how many times I have called since July saying my internet or cable were down and I'm not paying for a service call that did not enhance my service (at all). I ask to speak to someone in Suddenlink corporate, she says that's not an option, they solve all problems in the call center. I tell her she hasn't solved my problem, I want to speak to corporate. She says she can take my name and number, and MAYBE in 24-72 hours someone from corporate MIGHT call you, but there's no guarantee. I spent 23 years in the Navy; lived on the east coast the entire time. Had Comcast and Cox as my cable and internet providers (lived in two different areas), and I NEVER experienced service (the actual cable and internet) that was as crappy as this...and anytime I called their customer service, they fixed my issue. They sure as hell didn't blow me off. So I've gone to Suddenlink on twitter, and am about to file a complaint with the BBB and the FCC because Suddenlink is the only cable and internet provider in my area...and their service sucks, and they don't care because we're stuck with them.
And notice I didn't talk about the cable service; suffice to say it's not good either. Missed 2 entire football games and a World Series game because local channels weren't working...

In June of 2018, a company accidentally cut my internet line while fixing my lawn sprinkler system. This was because the line was buried right over one of the sprinkler heads which was leaking because the machine Suddenlink used to bury the line cut through the head. After calling Suddenlink, they came about a week later to install a new line. The problem now is that I am still waiting for them to bury the line. I have made multiple calls and at least 6 appointments to get it buried. Every appointment is 6 to 8 weeks long. The last appointment was yesterday. In all cases, instead of sending someone to bury the line, they send a tech to check for a signal. I keep telling them that the signal is fine. I just need the coaxial cable buried. They tell me that they don't do that work and to call for another appointment. I am tired of waiting a month and a half for someone to show up and not do anything. Since the local office doesn't have a phone number to call into, I have driven 25 miles directly to the office twice, to talk to a manager. Both times of have been told that the they have expedited my request. Each time the expedite took 1 and a half months to send someone to fix it and of course they never send the correct people. This has already been 5 months since my first call. This summer, I spent lots of time just moving the line out of the way so that I could mow my yard. The line is about 130 feet from street to my house. It is a real pain, not to mention, how tacky it looks having a dropped internet line across my yard. I'm not asking for much, I just need this line buried! What do I have to do to get this done.

I came in after a technician online told me to come switch my modem out
I did so the employee at the store gave me the wrong modem without my knowledge I went home spent an hour trying to get it to work finally a. Technician over the phone told me they gave me the wrong one
I came to the store and the 2 people in the store were very rude and told me it wasn't their fault that he gave me the wrong modem because they were out of stock I asked for a new one and they said they couldn't help and it wasn't any of their concern that they couldn't exchange it and told me to wait until another day

My internet was not working properly so I had a suddenlink technician come to look at it. The technician needed to get into my attic/crawlspace and in the process he broke my attic/crawlspace border and he put a crack on my ceiling. I have called suddenlink multiple times and they have not given me a call back. I asked to speak to corporate and they said they do not have a corporate number and that someone will be contacting me. Also my internet is still spotty and not working. A solution would be for the technician to pay for the damage he caused and to have my internet fixed and working like it is supposed to.

I have been charge a $60 Service Call fee for what the Tech Notes say was "Client Education"
After he did a diagnostic he found that we have two networks and that the proper devices were not connected to the proper networks. So he instructed us which devices we should operate on which network for proper usage. That is great...
However, the original Tech that installed and started this service at this house did NOT educate us as to any of this information. And the following 2-3 Tech's that came out on service calls to this location did NOT educate, NOR did they realize the issue when they came out.
This is the original Tech's fault as much as the past Tech's. I should not have to pay for the fact that NO ONE educated us up front on how to use the service we are paying for.
If I would have known I need to pay the Security Protection Service for YOUR mistakes I would have done that...however I am pretty sure this is against the law...Paying for you to protect me from you? I know that is against the law. I need communication on this before I go further. Byron Williams...2415 17th Avenue, Canyon, TX 79015...[protected]

I signed up for the Suddenlink EZ Pay automatic bill pay system. Months later, I needed to update my credit card information but the Suddenlink website wouldn't allow an update. So I paid the bill through the mail.

Suddenlink continued to mail me notices of the failed EZ Pay while I continued to pay via the mail. I called to remove EZ Pay and was told it was completed. The system also refused to take payment on the phone.

Turns out, because the EZ Pay failed three times, they put my account into a cash only status. This apparently reduces the methods the customer is able to pay. The automated system directed my to talk to a representative in order to make a payment which induces a $10 fee for such a service.

Sudden link traps the consumer with their sub-standard and faulty EZ Pay (automatic payment) into paying fees.