Suddenlink Communications
Reviews and Complaints

Dear Sudden Link,
I write you with grave concern on how your services are being provided to the North Dallas surrounding communities. I, Catherine McCauley, have been a brief user of your service and experienced numerous difficulties. And from my research, I am not the only household being challenged with your company.
I do hope that you read this letter and make efforts to rectify the current situation that we have at hand.

Prior to September 1st, I contacted your sales department and was advised that due to the holiday I will have my service installed on the 4th. As well as the sales department providing me half off of installation.
Technician arrives to my residence on the 4th of September for install. My fiancé, who is an engineer and previously was employed through another service provider, was kind enough to have everything set up for easy install for the service technician. Technician was in & out of our house in no time. We knew one TV could not have been set up because he didn't have the adaptor to connect the TV but we could purchase on our end.
Instantly, we began experiencing service issues with our phone, internet and television. We would call and review this with your customer service department and received no resolution. One CSR whom spoke with finance, created then cancelled a service ticket. We waited around all day for a technician that never arrived. Again, we had to place a call to your company for services. Please note as well, your installer did not properly compress the fittings on our electrical box which is an electrical code violation.
We had a new technician come to our residence and he found several issues. The compression fitting was not properly installed which he corrected. Modem is up in my attic which is too hot. Yet, he cannot move it due to connection issues. Found that the readings from the road to my house were too much variance and that a separate service ticket will be needed to correct the issue from the road. He stated that this main box issue is the reason why my neighbors are experiencing issues as well with their services. Week, two weeks later, we have had no communication as to when this repair will be scheduled.
Just shy over a month later, my services are disconnected due to non-pay. The question I pose to you, is why should I pay for services that are not working properly. I have spent numerous hours calling your offices for resolution, and no one seems to have clarity on getting this taken care of. I have a charge for "premium data install" but for what? For his electrical code violation? For his half hour at my house? I should pay for a TV receiver & remote when it is not connected? I should pay for a home phone that kicks me off of conference calls? I should pay for internet that interrupts me working from home, especially when I am doing a presentation sharing my screen? I should pay for the times I am trying to finally unwind with my family and watch a movie, but your services do not want to work with my down stairs television?
Suddenlink, do you understand my frustrations as a consumer! Your supervisors do not even call back. I have three attempts to supervisors this past week to get my bill resolved and yet I have received no phone call back. How professional is this? I would expect some common consideration for the effort I am putting in to get this resolved. Instead of your company just sitting back and collecting money on services that improperly provided.
I work from home as a Facilities Manager for a major corporation. My job matters as much as anyone else's. I speak kindly to your employees & for them not willing to assist to get this fixed is dis-heartening. From one business professional to another, I am giving your company a final opportunity to rectify these issues as you are the monopoly of internet providers for this location. I will voice my concerns to higher levels if need be. If you want burden of proof that others are being mis-treated, and receiving poor services, check your online ratings. It is clear enough with a 1.5 star.
I can be reached at the below contact information. And I DO HOPE that you take time out to finally respond and have a plan of action for remedy's.

I had an installation appt for cable to be installed on 10-11-18 between 1-5pm. No one ever showed or called. I had called customer service several times over that time period. One of the calls I was transferred to 7 different people and still could not get a straight answer. Finally got someone to reschedule for 10-12-18 between 8-noon, Installer showed up and was here for 2 hours switched out TIVO twice and said when it finishes downloading just hit live TV well guess what it still DOES NOT work as of 5pm. I ask tech when he left if it didn't work could I call him back for him to come back and he said of course. Well I called and he never answered then called customer service back. Was advised that someone would be back this afternoon 10-12-18. Well its 5:15 pm and no one has contacted or showed up. Called customer service again and was advised that the appt had been set for Sat 10-13-18 between 4-6 pm. This was set without anyone contacting me about a time. NOW I have to cancel my plans to get this damn cable taken care of. Of course in the mean time I am being charged for a service that does not work.

I have had Suddenlink at another location for over 5 years and this is the WORSE I have ever seen. How can they continue to have a monopoly on certain areas.

Oh I almost forgot was also advised that the cable would be buried on 10-5-18 and they didn't show up then either but showed up today 10-12-18 a week late.

EXTREMELY UPSET CUSTOMER !

Don't be suprised if you hear from the FCC, hear this on the radio or see this on local networks
Here's my same complaint to Suddenlink:
I switched from Dish to Suddenlink in May 2018 with promises of better service and customer service than DISH.
The installer did my hookup but said I need to call and schedule another tech to fix a problem he could not fix. Something about a sending unit on the pole. I called, new tech comes out, he says everything is fine. You send me a bill for $70 for service call. I called and complained 2-3 times, agent says we don't do refunds. I said YOUR INSTALLER TOLD ME TO CALL FOR SERVICE CALL!  I called again and FINALLY got a supervisor. She finally agreed to give me a $70 credit. Said it would take 3 days to show up on bill. That was over 2 months ago!  I called again weeks later and they said it takes up to 30 days for refund.
Still no $70 credit after 2 months. You also owe me $250 credit for disconnecting Dish. That was due 90 days after install in May. So August I should have got $250 credit. But NO!

I called again yesterday, Oct 9..(about 8-9 calls now trying to resolve this simple issue)
I went thru all the details again yesterday with agent. She said I have to send you my Dish disconnect bill and YOU would pay it! She doesn't know what she's talking about! I've already paid DISH off in May, like you told me to do. I'm still waiting for my $250 from you! She said she would escalate this to supervisor and assured me it would be taken care of.
YEP SHE TOOK CARE OF IT BY CUTTING OFF MY SERVICE TODAY!
My bill is due Oct 11. I paid it Oct 10.
You say I  have a $65 past due amount. Why should I pay you $65 WHEN YOU OWE ME $320 ?
So I call again today ask for a supervisor. No they are busy. He says 24-48 hours to turn service back on. 48 hours to flip a switch?
I ask for supervisor? No, she is busy.
I AM BUSY TOO! I HAVE SPENT ABOUT 6 HOURS ON THE PHONE WITH YOU AND STILL ITS NOT RESOLVED. !
AM GOING TO CHANNEL 4 News, Channel 8 news, Becky Oliver, and FCC. MAYBE THAT WILL GET YOUR ATTENTION!

Or yeah, today they said a supervisor will call within 48 hours. IM WAITING BY THE PHONE. YOUR PEOPLEs call.
I hope the FCC fines you. This has been an awful experience and I hope the news escalates the problem you've caused me and my retired wife.
Steve Hawkins
708 Twin View St
Heath Tx 75032
214.455.7501

I contacted Suddenlink several times. I have been promised that a supervisor would return my call. As of this day, I Have not received any phone calls from a supervisor. Equipment was returned Aug 9, 2018. Box & label provided by Suddenlink. My tracking # 420569509202394653029720295683. As of today I am unable to pay monthly charges because my account is past due and services are scheduled to be terminated this month. I am need some assistance please. I do not want to loose my services and I am unable to pay a balance of $1, 045.45.

My name is Jessica Hall
Account #[protected]

thank you.

I had problems with Suddenlink internet service from the start. There were times I went weeks with out service. Techs were sent out and every time it was a Suddenlink problem yet, they billed ME. Phone calls did no good. The agents were rude and unable to make decisions or corrections. I asked to speak to supervisors who were condescending. They would not listen to legitimate complaints. Even the techs who came to my home said the equipment does not have the capacity to fulfill the areas needs and they did not get service at their own homes! I cancelled service and they waited two weeks and
Into a new billing cycle before closing out. Now I am turned into collections and I am furious.

18 pages of horrible complaints tells the story. I have been without internet for 13 days now including tv. 3 techs have come out and each says my tap is over 300' away and it will never work correctly. They gave me a date of 12/15/2018 for repair! I am posting this on 10/8/2018 so no need to say anything else.

What ever you do don't use this provider. stay with your slower, more reliable internet provider. Bankrupt this company in hopes a real service provider will buy them out!

I received a new service - TiVo - early June--(1st or 2nd)---had problems--kicked our internet out where we couldn't use our cellular devices in home--fixed internally by one of the on line supervisor reps--then our TiVo had no internet, and we couldn't use it or see what programs or channels were available- but we were gone out of town a lot during the month of June/July---called several times and attempted to fix through Suddenlink troubleshooting, but never fixed. Finally, in August, the problem was fixed. I was told along the way as a preferred customer/valued customer (by a supervisor), not to worry, a credit will be given to my account for that entire time period--June 2--Aug 10. I called on September 20, 2018 to inquire about credit--lady was very nice. She told me that the credit would be issued on the October statement, in excess of $80, but she could not do it, a supervisor would. I received my October statement, $2.23 credit. Very disappointed. Called today, to check on credit, spoke to Chrissy--supervisor in Escalation Department, and she informed me that only a credit for July-Aug would be issued for approximately $40 because we didn't call to report problem in June. I think this is unethical since I was told not to worry and the credit would be issued. I was without service from June-Aug. 10th. Service is fine now. I have been a customer for many years, and I pay my bill on time. I am an honest person, and as a supposedly valued customer, I believe an additional credit can and should be issued to my account. An additional $40-$60 credit will not break your company, as I have been a customer so long that I am sure this little amount can be a simple resolution for a valued customer. Thank you for your consideration.

Sirs:

On Aug. 13 I discontinued service with Suddenlink for another provider. I dumped Suddenlink due to service interruptions during which we were without internet or television for lengthy periods. The interruptions to the internet were occurring daily and interfered with my work from home as a newspaper reporter.

My final bill says I owe $300-plus which is absurd. I have gone over my statement and it does not reveal why such a inflated amount is being charged.

You are asking me to pay for a service that was flawed, defective and totally unacceptable.

I am in the process of filing a complaint with the FCC.

Max Foster

My remote control died! I called the toll free Suddenlink number, and after 15 minutes, working my way through the menu, I spoke to a rep. She sent me to the local store, where I was given a new remote, and a copy of these instructions. (I've attached a copy - the penny and quarter will give you reference as to the size of the instructions I was given.)

I asked for a demonstration . . I was 'bussled' out the door. It seems that my rep was taking 'business' accounts this morning, and obviously they are more important than residential. A business client was waiting impatiently! I have been a Suddenlink customer for three decades - and this is the service I receive! (My account is paid automatically through AmEx, so I've never been late in my payments.)

I spent forever with the helpline - I was told I needed a separate tv remote, I needed to go buy a new remote, I needed to have a universal remote, I needed to make an appointment with a tech. . .. which would cost me $60.00! The rep explained the $60.00 charge three times. (I have paid Suddenlink approxmately $200.00 a month - for 30 years! And in that time, I ask for help once! And they are going to charge!)

I went online - and was able to program the tv/suddenlink box by myself. But, I couldn't access the video source. Back to the helpline . .. this time, they asked me why the store hadn't just given me a remote like the one I had. Good question.

None of the sales reps could find my remote online - I did so in three minutes. Obviously, Google works well in North Carolina.

Finally, Zanetta, after putting me on hold several times, was able to solve the problem.

I never change carriers or banks . . but the have driven me to the limit! I have an appointment next week with Centurylink, just to see what sort of deal they can offer me. Obviously, they DO NOT appreciate a loyal customer. Today, Suddenlink made me feel like %$#@!

FYI! I am 68 years old - my vision is better than 20/20 - but no one would know that. And your rep gave me the attached instructions! Was she making fun of my age? The instruction sheet measures 8 inches wide by 3 inches deep!

And, I'm far from feeble. I have a full time job in the newspaper industry - and in the newspaper industry, full time is 60 hours plus a week!

Have made 4 appointments and all 4 times a technician never shows up or calls. Everytime I call Im either told there's a ticket in so someone is still coming or we've sent an email to a supervisor or dispatch and someone will call you back. No one ever shows up or calls back. This last time I chatted cause the call center was closed (which I was assured I would get a phone call from the supervisor before they closed but again never called), guy said he would reschedule but it'd have to be til next week. Really! Y'all don't show up for 4 appointments in a week and then want me to wait another week to see if y'all finally decide you wanna come out. No thanks. He says in my particular case he can't schedule me for tomorrow. Seriously? My husband works for Frontier so I know how the process is supposed to work. The tech missed the appointment then the customer is supposed to be pushed to the front of the line the next day. This is seriously unacceptable. I am so ticked off. Do they wanna loose all their customers. I mean come on. If this is how you treat your customers then how in the world do you still have any!? I am so over it. DirecTV Now doesn't require me to wait around for someone to show up.

I have had Suddenlink for a little over a year now and my bill was $75 -$90 start out turned out every month I had a technician out every two weeks, and every tech had said, and also had seen it glitch, but there was nothing more they could do, so a year later of doing this now paying 190.00 a month, and not once out of the year did I get CREDITED, finally I busted them out and hey I atleast got a whoopin 4 day free $10.00 off card for the whole year yuppie, and no managed could ever call, I called in yesterday to see when my Bill's due the tech said Oct 10, 2018 i repeated it back twice or 3 times and still yes well while on phone with they i had already been cut off and and noone knew on 10/04-2018 still 6 more days I had til cut off, managers are rude they call u a liar I sware y'all r scammie

I called with billing questions on 10/4/18 approximately 10:07 am and lasted for 27 minutes with much of the time I was on hold. The agent (can't remember her name) was very rude and abrupt toward the end of the conversation. I am very unhappy with her service and representation of Suddenlink. MY acct # is 001-3613-[protected] code 0824. Address 2205 Arabella Ruston, LA 71270.

My name is jeffere Richardson account [protected].

Today my wife tried to pay our past due bill our service was interrupt this morning..the message display had two figures $293 and $116 pay anyone of these figures and service will be restored wife paid the 116 due to fact that we short on money still trying to recover from the storm...anyway after a couple of hours service was not restored I call and was told that I had ro pay an additional 159..I told lady thats not what your message board says so she transferred me to another dept come to find it sales dept I was sent to then I was sent to tec support the to accounts dept and each time I had to explain what was going on anyway inqas told that there is glitch on the message board and there was nothing that could be done so I ask her so if i had made my payment the on the day before
Service was interrupted instead of today would u have turned my service off she said no! so then why cant yall honor the payment I made their your message board, she say there nothing that can be done well so i told her to refund my payment back to my card if you are not going to honor a payment that your system say pay...I want to make my payment my child needs internet for school.i just want help with this situation it's not right that that my service was not being restored after doing what your system prompt me to do...

Thank you for your attention to this matter.

Jeffere Richardson
[protected].

Since February 2018 I have had an issue with On Demand not working and HD channels tiling. I have installed 2 new boxes and no solution. At least 4 technicians have come inside my house to check connections, box, etc. they also checked wiring in attic as well as where it comes into the house. Finally I was told it is an issue outside with the pedastal. One tech said it had a water issue and would need repair. Many calls later it is STILL NOT FIXED! I pay $116 a month for cable service including On Demand and HD. I am not happy. Please fix this!

On October 2nd, a crew from Suddenlink stopped by in front of my house. And in order to access an adjancent lot, they removed 2 pickets from the fence. It's been more than 24 hours and they never replaced them or put them back on it's place. I'm attaching 2 pictures of the crew removing the fence and another picture from October 3rd where the gap is still noticeable. Please send someone to repair that fence. It doesn't look like they ended up working on that area. They just removed it and left.

Upon switch from paper billing to paperless the bills never came to my hot mail account. Suddenlink then shut off my service and charged a reinstatement fee to turn on the service. They are continuing to add late fees when 've made payments on-time. They've changed the due date so now my bills are considered late. No notification of turn off until service was interrupted. Refusal to drop "late" fees and hours on hold with customer service is ridiculous.

My name is Bobbye Phillips, I am DEAF, address 203 E. Watson Willis, Texas 77378. My account number [protected] my pin for that account is 3048. Just got this service middle of June 2018 . I ask for internet and cable service, it show 105.99 which add fees and tax end up 163.99 I do understand the bill amount. But why is it chargering me 185.05 then now chargering me today 277.87? The bill shouldn't be adding, it should have been same amount every month. Thank you for reading this. Have a wonderful day...

I have used Suddenlink for many years and have never had anything but problems. Im am talking tech after tech coming out. I have all 3 services and paying over $200 a month. I am suppose to be receiving 200 mbps and have never received over 15mbps even after upgrading 3 times. I am currently getting 1.9mbps and this is after a tech coming out on Monday and supposedly "Fixed" the issue. I now having another tech coming out again on Tues 10/2. I asked for a credit on my bill since the last tech said that my modem was only a 8 channel modem and I could have never received the speed I was suppose to be getting as well as an adjustment on the charge for him coming out since I was Never informed there was a charge for the tech coming out to fix an issue that was on Suddenlink's end. The manager George (20574)in the billing dept said he would give me a $20 credit on my account and that he could only go back 2 months. I worked for a very large telecommunications company and know that is just what they tell to customers to try and take the blame off them..I've been paying for service I have never received and he offers me 20 bucks? That does not even take care of the tech fee. I am so ready for cancel my service with this company. They are horrible and the customer service they provide is even worse..

We recently moved and got Suddenlink, from the start there has been bad communication. Not only did they come to my new home and drill holes in the side of our house without permission. We got a bill within days of singing up. Then got bills for installation which we were never told about. So we decided to cancel service just terrible customer service for them not wanting to be accountable for their customers and taking care of us. So we are cancelled and we returned tge equipment and then I get another bill for service for the upcoming month. I called in and they wanted to just fight me on it saying we owed the money which we don't. I've never been so mad! I will never ever rexommend this company to anyone ever.

We were charged $10.71 late fee for September, that was due on September 1st. The 1st was on a Saturday and we put the payment in their drop box. Monday was Labor Day so the payment was not processed until the 4th. They will not credit the late payment and do not care if they lose a customer. Instances previously have been corrected. She was rude and her comment was it's just $10.00. They just choose to rip people off. We are supposedly a VIP customer.