Suddenlink Communications
Reviews and Complaints

In May I decided to disconnect my phone and return the equipment. Early June I returned the modem for the phone and the serial number was missing. They gave me a receipt and assured me the equipment would be sent to the warehouse for an internal search of serial number. I took them for their word and expected the credit on my account. I have a son with a mental disability that may have removed the serial number but the equipment that I returned was the same as what was issued.

My service was interrupted twice and I never have been issued a credit on my account.
I have gone to the location twice and this last time I was told that evidently my serial numbers didn't match and that was why I had not received credit. I told them that if that was true then I would like the piece of equipment that they charged me for back.

I was told that they would not do that!

In addition to all of that I had to go through H--l to speak with anyone.

Monday, Sept. 17, 2018, my husband and I are in our driveway. A Suddenlink truck pulls up in front of our house, a guy gets out, he does something in the back of his truck, makes a phone call, gets back in his truck, sits there for about five minutes, makes another phone call then leaves. Approx 10 minutes later, we walk into our house and notice our phone service is out. Then we notice our internet/wifi service is out. We figured Suddenlink is working on their lines so we don't worry about it. The next day, today, we still have no service so I call Suddenlink. I explain what happened the day before. He says "oh, the workman probably cut the wrong line". I'll send someone out to fix it, this coming Friday 9/21/2018. Five days after they cut our connections! My husband's mother is very ill and we need our phone to work in case of emergency! I have doctor's offices calling to set up appts for nuclear medicine for me! What kind of customer service is this?!?! Will they give us a credit for the five days we have no service?! Probably not! Never have I had such terrible customer service! They don't deserve our business!

Internet installed, tech left and we immediately noticed it was not functioning. We bagan calls to resolve to no avail. Service call initiated by customer service. 2 days later not resolved so we called in. CS agent saw notes and initiated call for that day. We were then billed $50 for service call. Have attempted multiple calls and escallations to no avail and simply stated they will not remove this charge because we did not take thier insurance. The internet NEVER worked from day 1! We were NEVER notified by any rep of a $50 charge.

We started our service in march i believe and we paid 2 months in advance then received a bill not even a week later and for some reason they added an extra hundred dollars to my bill which we have tried and tried to get them to fix but they keep trying to justify it ..so now i get a bill every 2 weeks of $300 and have to pay $160 those every 2 weeks ..they do not care about their customers whatsoever! Im tired of it and need to know whom to contact that will actually listen!

Suddenlink has terrible customer service. I have tried to talk to someone for the past four days, my service is down, to try to get an estimated time of repair. I called the 1-877 number an get an automated voice stating I have already notified them I am with out service, and they will text me when it is repaired. All I want is an estimated time my service will be fixed. So frustrating! As a paying customer, I have the right to know when the service I pay for will be restored, or at the very least the courtesy of a person telling me they have a major problem with equipment/cable and they will contact me with an estimated repair time once they better understand the extent of the problem.

Never have I seen a company so full of inept [censored]s and lack of customer service 8 service calls later to my house and my service is still terrible I cancel my service and they still try and bill me for canceled services. I dont understand how a company can do this to so many people in the area and legally get away with it. They can even tell me when I canceled it in there notes and bill me for services I did not request and refuse to remove the charges instead the shut off the services I still want and tell me oh well we are closing for the night please call back tomorrow... Now wtf kinda service is that.

I am signed up on EZ pay. For whatever reason, EZ pay was not used to pay my bill this month even though I have been set up on EZ pay for years and years. Did I get an email from Suddenlink indicating that there was a problem with my bill? No! Instead they just tacked on a late fee & sent a random message through an internet pop-up many days after the due date of the bill. They sure are able to send me marketing emails with no problem! They are already so overpriced as it is and they just continue to stack on the fees. This is not the first time this has happened.

Now it is after hours and I am trying to find an email address to send a message to the customer service department. Their "contact us" page banner clearly says email is a contact method. They are an email provider, after all! Yet when you actually go to the page that lists all of their contact info...no email address listed. Imagine that! I want to cross this off of my list and move on but I now have to stick it in the "to-do" pile for another day.

Stillwater, OK

We were with Suddenlink for four years. We moved at the end of July, 2018. I had called Suddenlink in earlier part of July to have my service cut off July 31, 2018.
The Suddenlink online customer service assistant said we had a good rate and suggested I pay $30.00 to keep on in transition mode until we decide where we were moving to, to enable us to keep our good rate.
I wasn't sure I wanted to do that so I scheduled it to be cut off on the 31st.

We decided we were temporarily going to move in with my mom until a place could be found... so, on another date in July 2018, I called Suddenlink customer service and discussed just transferring it to my mother's and having it installed/transferred there.
The transfer was scheduled for August 3, 2018. That way we would be moved out and at my mother's.

Still in July 2018, upon further discussion with my mom, my mother decided against us doing the transfer. So we called Suddenlink customer service and told them to cancel the transfer and to just cut it off on July 31, 2018. That was the last of it until we took our equipment in to be returned on August 13, 2018 to our local Suddenlink office in Stillwater, OK.

We returned our equipment and was settling our account. Since our billing cycle ended August 5, 2018... and on the 5th of every month... I wasn't sure if we were billed prior or after.

She said I owed $100.69 and so I paid it in cash. Ok, I thought, alls good... were settled up, they have my equipment and I left assuming my service was turned off on July 31, 2018 and thinking we were billed after each month. Thus paying the July 5th through August 5th bill.
That's what I left assuming.

One month later, I received an email saying I owed a bill due in September 2018. I was livid!
I literally hopped in my car with my son and we drove straight to our local Suddenlink office to resolve why I was still getting billed?

The Suddenlink CS agent told me that it's an error. I didn't owe a bill and my service is scheduled to be cut off September 6, 2018. Again, I was livid, but held my frustration and expressed that it was supposed to be turned off on the 31st! I asked why was it still on?
She said I never requested it to be shut off. They have a transfer in the system and it was cancelled but no request to shut off was entered.
But, I told them! I did! And I expressed it's not my fault it did not get entered in the system correctly and requested it be immediately shut off!

She proceeds to tell me I was billed for August to September and I've already paid for that so I won't owe anything and the service and there is a work order already in the system to be turned off on September 6, 2018.

I wanted to know why September 6th and why not here in August? She said they just let it run the billing cycle.

So, then, I ask her to clarify that I paid for a month of service I did not need to even pay for? August 5 to September 5, 2018? When I specifically said to cut it off on July 31, 2018 but someone on their end failed to document it into the system?

I requested a refund because I didn't use the service. I wasn't there, and no service was used. And I was billed a month I didn't need to pay for.

She said she couldn't refund me from her end, that I needed to take it up with escalations so call them and request a refund.

She also let me know that there is not a $30.00 transition hold and that they don't do that. I would not be able to reserve my previous rating I had.

So, I expressed concern and again clarified... had I paid $30.00 to that agent, when I got moved and hooked back up again, I would lose my previous pro rate? She confirmed, yes. I would lose that rate.

Okay, so that is fraud and misleading! I'm glad I did not do that!

Here we are September 12, stil trying to get my money back from escalations. Finally escalations called today, September 12, 2018 and told me I would not be receiving a refund. My balance is zero and August/September are paid And September/October is paid. He also said I failed to report a cut off date and no cut off date was entered.

I got so frustrated and so that is why I am here writing this!

They fraudulently over billed me! They did not enter my cut off so they could continue to bill me, using the excuse I failed to ask for my service to be cut off on July 31, 2018.
Even on August 13, 2018, when I paid the $100.69 I was mislead I owed and paid, it was not clarified this was paying for August/September 2018 paying a month ahead. Which I clearly had already moved out and we were returning the equipment to them on August 13, 2018. So why then was service still left on and continued left on through September 6, 2018 and told me a service cut off order had been entered for that day to end my service.

I am being denied a refund due to their poor and fraudulent record keeping.

Also adding, we checked our Suddenlink account today (September 12, 2018) and there has been no service or action on it since July 31, 2018.

I AM OWED A REFUND AND I WANT MY MONEY BACK!

On Wednesday 8/29/2018 I began my initial service with Suddenlink. On 9/6/2018, I received a bill with a due date of 9/7/2018! I immediately called and spoke with a customer service representative who informed me that they bill 30-days in advance. I received a bill with a single 24-hour notice that is billed 30-days in advance. This is extremely inconsiderate and a horrible business practice. Add to insult I was informed that if I did not pay the bill within the 24-hour window I was "allotted", I would be charged a late fee! How insulting! As a company you take it upon yourself to have 30-days worth of buffer, but only trickle down a mere 24-hours to your customers? How is this in any possible form acceptable? After speaking to the representative, I was informed that the late fee would be "waived" as a courtesy; you are not doing me any favors, this policy/practice is one of incompetence. I was extremely close to cancelling the service altogether solely on merit and considered utilizing the HotSpot on my phone or a competitors' service. At the least, a potential customer should be notified upon installation that a bill will be generated with a 24-hour window upon receipt or just request the first payment when installation occurs. Don't inconvenience and then create fees (and possible negative credit reporting) for customers because of horrible and inept business practices.

Kenchasa Hinnant

I don't understand my bill. I have spoke to several agents and they do not provide me any additional information, when my records show something different then theirs. I have transactions showing dates that they are saying there was a non-payment. They are not interested in listening and I am told that if I'm not making a payment then there is nothing else to discuss. I work from home and require internet but now because of extremely poor customer service, I can not work. I have had them as a provider for over 2 years and have to argue with them on a month to month basis. Last year they told us that we didn't make a payment (proved them wrong) and we were credited for the reconnection fee (wow) but this year they won't even discuss it with us. I will not pay $239 for internet service this month, when my bill is up to date.

On 08/21/2018 I made a payment of 173.85 current amount due on 09/01/2018 my service was disconnected for non payment of this same bill and same payment on 09/01/2018 I had to make second payment in cash in amount of 173.85 now suddenlink is wanting third payment in order to restore service in same amount cause they are showing it still has not been paid even though it shows on their end I did same thing was done to my mother she made a payment it showed her payment was made her service was disconnected for non payment of same bill same amount she had to make same payment twice in order to get services restored then she went into office to pay current bill not only was she treated rudly but they tried to make her pay a third time this has happened to multiple individuals my service still has not been restored nor have I been given credit for all the payments even though it shows I paid

I moved to new address. Set up service to move. Paid off account to not carry over anything or be told services could not be transferred until account was current. Services started at new address. Was not informed that transfer would lead to new account requiring new acct set up online to view and pay bills. Previous account was set up for paperless bills. Been at new address a little over a month and get my internet services interrupted by message from SuddenLink that my services will be discontinued and I owe over $300. I called Billing to ask about $300 bill due that i was unaware of. Talked to John then supervisor Tashana they just seemed to be reading my bill to me but not really explaining why I was being charged amounts that totaled to over $300. They said I had a previous bill to carry over (i paid it all off before transferring), they said I had late fees but never informed of new bill, new account and to create new account online to view and pay bills. I was charged a tech fee for a guy coming to my house to fix wires in attic and outside of house which he entered on ticket that I incorrectly connected. I would never enter an attic or mess with outside wires. Being with SuddenLink had been nothing but troublesome and unsatisfied with services and customer services. Processes and procedures need to be re-evaluated and re-vamped to provide better services. I want to be compensated for not having service in one room for over 2 weeks and for late fees I was not aware of. I will switch to different cable and internet providers as possible. And I will tell anyone who listens how terrible services this company provides.

The whole neighborhood loses Internet and cable all tge time, itd been down since noon today. If we were to pay bill like we lose service we wouldn't have a bill! Was told today at noon tech was on way and it still is not fixed at 9 pm! Going to check into other providers, this is a problem at least once a week! Very poor servive with suddenlink whole neighborhood is very upset!

My neighbor Bob & Leta Caudill, replaced AT&T with Suddenlink on August 24. They have been without telephone service as of today. The Tyler TX office has said repeatedly they would come back to fix the problem. They never show up. They were told they would come today and as of 4:30pm, no one came or even called.
Bob had a stroke 2 weeks ago. Leta having to depend on her cell phone has been difficult. I am the one who told her she needed to switch to Suddenlink and now I feel like I sent her to a company who does not care.
I would like to file a complaint to someone high at Suddenlink. I am requesting an address and a name of someone who will care.
Mary Ashcraft
429 Hideaway Ln E
Hideaway TX
903e 881-5861

My neighbor's phone that you connected that is not working is [protected]. PLEASE CARE AND PLEASE HELP!

My parents have had sudden link as their provider for a long time. I have been thoroughly satisfied with the service we have been given.

I have a business suggestion.

I have recently came to college and the internet in Glenville is nothing to brag about. Poor quality, constant disconnections, and with the only good internet provider down here being Shentel. They have data caps and charge a ridiculous price for something that is quite cheap. Suddenlink would dominate the internet providers down in Glenville, West Virginia with the plans and service that sudden link provides.

I am just a happy customer trying to help a good business.

Thank you for your time reading this and have a wonderful day.

I had Suddenlink 6 days and couseld because the box they gave me I couldn't record shows. 1 person at office Gun Barrel city, Tx. said that was Installment fee $175.00 and wouldn't get it back. Another woman called me 3 / 4 weeks ago told me I would get all back cause I couceld before 30 days. 2 weeks ago a woman called and said I would only get back $150.00. I still haven't got any thing back. LOW life company my opinion. Suddenlink came out 2 weeks after insulation to cover the wire about 25 yards and 3 week later was mowing front yard and cable got wrapped around my mower blade & I'm disabled Ironworker.

Pixels on tv in a constant breakup.
Had a tec out.
He was tired, he said.
It was hot, he said.
Signal was fine, he said.
Wouldn't do anymore.
Phone rep said, tear out all the cable wires and then they'll rewire the house.
Are you kidding me?
Oh, or that I could call an electrician to fix my problem.
No, what i'm going to do is contact the bbb, fcc, local council members, and anyone else I think can help.

Regular outages inconsistent service (can i inconsistently pay my bill? And still expect service?) Extremely rude tech support that asks who i am and after i give my name they hang up. I have repeatedly been told its not the company's side its mine (customers side) yet the entire neighbor hood has the same issues and 2 techs have been out and said my side of things looks great suddenlink just wont make any improvements or do any maintenance to their side of things. I also get atleast one call a week trying to up sell me on internet services when i reply "you cant even provide what i pay for" im told this upgrade would fix all my issues (i do not believe this and refuse). Suddenlink is the worst company i have ever dealt with and offers an inconsistent overpriced product and employs rude unprofessional and untraind people.

1st off the customer service is beyond horrible rude beyond belief and with every complaint I file nothing gets done 2nd my service sucks and with every month my bill goes up there's no point of paying but it's the only exert this at reaches my house so I'm stuck completely set up with sudden link and everything about the company. Talk to Joanne today and only word I heard out of her was "yeah there's nothing we can do for you yeah."

I have my internet thru Suddenlink and up until now i have been a satisfied customer... my internet service was disrupted on8-16-18 for a back bill. Im a single mother so this sometimes is unavoidable. I had planned to pay it fri when i got paid. I received an automated voicemail from suddenlink saying to call and they would try to help me with my bill. I called them on 8-21 after being on hold for 30 minutes i spoke with a very nice lady that advised me that if i were to pay$14(the amount that was more than 60 days past due) that they would restore service and i could have an extension until fri. i did exactly as she instructed and my internet was turned on around 11pm on the 21st only to be turned off 2hours later. i called customer service back and they were unable to explain why this happened. i explained to them that all i wanted to be satisfied was for the original agreement to be fulfilled. i would be more than happy to pay my bill. like i had originally planned before all of this happened on fri when i get paid. unfortunately they refused to budge an inch. im very upset and disappointed. i an to look for a new. internet provider between now and fri if this is the best they can do.