Suddenlink Communications
Reviews and Complaints

We recently moved to Tyler, TX and had suddenlink tech come out to install our service. The tech made a hole on my NEW homes facade due to him not measuring properly, covered it up with yellow wood pudy, my facade is grey. Trench tech came after we cleared area as asked, to re up the yard on the opposite side yelled at my husband as he was on the phone with Jennifer from cust.service. Called numerous times to have this corrected, to no avail. My daughter tripped and fell over this 3 week old exposed wire. We contacted escalation team spoke to Natasha, still waiting for a call from supervisor. If this does not get resolved promptly, next step is the media, it has now become a liability for us since this cable is right at our front door entrance, leaving us with no other entrance but the garage.

We switched back to suddenlink after switching to direct tv.. the guy that came did not know what he was doing had to have another guy come in to help he helped him for few mins long enough to track dog pee from a puppy i am house training all over my carpet then the left couldnt complete the job left wires hanging out of two walla one being my daughters room. I called and of course had an all day appt for a couple days later they sent the same guy afyer i requested him not to be the one... work is still not complete. Might i add we had suddenlink before in this house but he is saying he cant do it in two bedrooms. Might as well go back to dorect tv. At least they are more respectful.

When I desided to move back to big spring, I told myself i'd have to save up for the move, then when I saw the commercial about the suddenlink move in sale, promising everything on & ready w/ free netflix & premium channels, wi-fi & phone, I called & said is this for real & the agent said that's right you get everything for one low price & I said I don't want the hbo package cause I don't patronize a company that has bill mahr as a prominent face of the company (he's anti-american) so she said they'd all right & asked me some questions & said I have an excellent record with them (since 94')& bydaway I forgave suddenlink for cheatin me out of the $99 for life v.I. P. Plan cause they cut my service instead of transferring it to my next place across town & when I call to see when they'd be there to reactive (2 days after I move in) they said oh we thought you said cancel, (accedentay on purpose) I lost my $99 for life plan, any way, I moved early (had to borrow to get to big spring texas & then I had to wait 2 week for a live connection, then the next day I experienced a faulty reception & I called then they said i'd have some one to look at it in a few days, then they replaced the tivo & the tech at the service center pressed the wrong button & the service tech had to switch out the replacement box with a "very old model" (his words) then 3 days later that box was fried so I called & they said will send someone by next week, & all the while they kept changin me, I paid in advance for july, I paid in august & when I finally got a box a few days ago that take forever to promt I discovered free netflix isn't exactly free & i'm payin for hulu separately cause netflix doesn't even cover my choises, & the box takes 5-10 minutes to access hulu & there's no on demand for the networks I choose so where is the deal I was promised & why are they blaming a 3rd party for every problem except the faulty boxes, why did the agent on the phone sell me an "everything plan for 130 something dollars & i'm really payin 189 & since i've only gotten about a weeks worth of poor service why did I only get a $27 discount on 2 full on time payments & bydaway suddenlink is the only provider, so why are they actin like a rinky dink org., can I at least get the 3rd partys name so I can find out why I can't see my choices on demand when I miss them waitin for a tech to"fix"the sitch. Plz help me get this resolve i'm in debt cause I believed their promises & I know it was my choise but I was induced to move up my plans by there commercial & their agent & it's goin to take me 3 years to pay down the debt cause i'm a disable american vet i'm poor & I don't deserve to be commercially abused! My hm. Ph. :[protected] my cel. : [protected] thank you for your consideration 👍😉 god bless & take care.

Our television and internet has been out or intermittent since August 6, 2018, a period of ELEVEN days. Two suddenlink technicians have come to our home on 2 different days and told us that it is a transmission issue from the connection at the pole to our house, not a problem within our home. We just spent over an hour on hold waiting to speak with a customer service representative (customer service, that's a joke) who said they would try to bring 2 new cable boxes to us on monday, today is friday. The techinician who came on thursday said he would bring us 2 new cable boxes today - no show. In additiona we are paying for CBS all access since our tv reception is so unreliable. We live in a rural area of Louisiana where cable service is limited. I guess that's why SL can provide such dismal service with impunity. This company needs to be held responsible for the poor service they are providing and held accountable to their customers. We have numerous SL technicians come to our home as this is a consistent problem. Most of them tell us the equipment is old and SL will not invest in improvements in rural areas. We are extremely dissatisfied with this service. We asked for an adjustment of our bill and were told that an adjustment cannot be made until the issue is resolved. If a bill is issued before that happens, they will consider crediting the next bill. I think the public service commission and the FCC should take a long hard look and investigate the business practices of Suddenlink.

I've been a Suddenlink customer and at the one year mark my bill went up $25 a month. I only have internet so the price went from $55 to $80 just for Internet. The plan I had was "up to 100 mbps" I looked on line so see what their current prices are. Suddenlink is deceptive in the pricing because their "deals" are for new customers only. It is ludicrous that new customers get better prices than loyal customers. That would be $25 less a month! I called Suddenlink and their customer service is a joke. They have a monopoly and they know it.

It is a better business practice to keep loyal customers by charging them the same price as new customers. It would be reasonable to charge all customers the same price as Suddenlink would keep their loyal customer base. Customers have choices and being ripped off only makes them choose to take their business else where.

I hope Suddenlink read this and makes some positive business decisions to keep their loyal customers.

I have been a loyal customer for years and have never been late in any payment. My service recently stopped working. Between taking off work two afternoons for their block scheduling, I went a week without service. But the unacceptable part is when I received my bill with an additional $60 charge. They told me the tech noted our modem was unplugged so they charged us $60 for tampering with the equipment. However the tech told my husband he unplugged the modum to allow it to reset and then plugged it back in. He instructed my husband to do this again in the event of future issues and said the tech should have instructed us to do that via telephone when we first called in. What in the world would we have to gain from leaving a modem unplugged, not having service for a week, and taking 2 afternoons off work? They refused to remove the $60 fee because we didn't have the tech insurance and refused to allow me to talk to a supervisor. Needless to say I canceled their service. I can't believe any company would treat a customer like this.

For almost 2 years, I have had nothing but problems with this company. I decided to start logging how many times the internet has gone down and, since May 24, 2018, my internet has gone down 338 times. That is just small example of what I have been dealing with. This is a terrible company that I will not recommend to anyone looking for an internet provider.

I have had over 50 calls and 11 techs to my home since Feb 10... when I asked for a credit for lack of service your customer representative said that they could not credit my account until the issue is resolved. Somewhere along the lines I was sent to escalations when one of your reps called everyday for almost a week. A new tech was sent out from another area on may 30 and stated that we tampered with the equipment but that was only because the previous text said that we could change the modem by calling customer service on our own. On June 4th a false claim was made saying the I canceled the tech cal at the door. When in fact he never showed up. I called customer service many yes and explained but nothing was done I received many fees. When the problem was finally fixed I called to revved my credit to my account only to be told that they can no longer do anything after 30 days! I feel like I have been lied to and on. And I feel as though th I company does not care about their customers and will find anyway to mess them over!

I am in the Red Oak, NC area and I have been trying to get services with Suddenlink since back in June 2018. I tried about 2 years ago and all of my services got cut off at Centurylink before even getting them installed with Suddenlink it was back and forth them saying it was the other ones fault. So I thought I would give them another try. So I spoke with a young lady back in June and she stated she would go ahead and get my fiber drop done and out of the way because I would be a new customer in the area. They installed the fiber drop on July 3 no one from Suddenlink called and said we can now install your services. So I called back around July 23 to see if I could get and install date they kept saying we have to do the fiber drop I said no its already done they kept saying no it isn't. In the. mist of this Centurtylink cuts my phone and internet off saying they see I am importing my number. So I called Suddenlink back Well we went round and round then I was told I had two accounts one shows the fiber drop the other one doesn't. Finally I get an appointment for 8/1/18 from 4-6. Technician comes and he says I can't do anything because you need a box at the back of your house and the line has to be connected to the pole. I called back again and told now it was pushed out to 8/13. I have called and spoken to Heather in tech support I'm going to get this escalated that was on 8/3 went to the Suddenlink store in Rocky Mount on 8/3 they were going to send a message to the Manager but he was in Greenville and he would call me back. Well never heard from him either. Heather never called back. I have called everyday and still no cable, internet or phone. They told me they was sending someone out on 8/7 to install the box and connect the line to the pole. I have seen no one. Called back again they are going to send someone out on 8/9 to install the box behind my house and connect to the pole I have not seen anyone. Jessica stated she sees the order but it pending they will get my box installed on 8/9 she stated she would call me back no call. I called back on 8/10 spoke to Cory another supervisor he stated I will send them another message I am in Texas it is nothing I can do you can continue to wait or I can cancel the order. Grant you I paid for the services on 7/30 or 7/31 it is August 12 still no service or a date when I may get services. All I get is nothing when I called but we will sit up another appointment but they never show up and if they do show up we never see them or see any work that has been done. I am so over it. It has been the worse ordeal ever. All I want is my services installed and to be able to enjoy them and if they can't do it refund my money and don't ever contact me again and stop sending me stuff in the mail. On 8/9 I had a rep called from Suddenlink wanting me to sign up for HBO or Cinemax at a great low price but I haven't any had the services installed. There is probable more than a page worth of notes on my account Friday 8/10 I spoke to Jovanna Corey and Tanner still with no resolution or a call back to say anything, Please help.

Came home this evening to zero services, no phone, no cable, no security, no internet. Called and they said all looked good on their end, they will set appt for someone to come out 4 days from now. Later I walk out to the street and they have hooked up neighbor today and dropped line to their house and disconnect my line and cut at the box! I call and they could care less. Said they will get a supervisor to call me tomorrow. A joke.

I could benefit with suddenlink internet at my home. I had this service butt recently moved and it's not available at my addresss. I know its available at locations close to me. I would love to know what I need to do to get this service. They are several people that live in this area that would order the service. We have frontier now and the internet is way too slow. I need fast internet for my job. Please help. [protected]@hotmail.com

Suddenlink contractors have been working in our neighborhood for the past two weeks & EVERYDAY they cut the cables to our internet providers, Consolidated. We have to call Consolidated our to fix Suddenlink's screw up which is wrong in my opinion! They should take the correct approach in ensuring they do it the proper way & don't cut cables. They're also leaving trash in everyone's yard! How unprofessional! They need to be addressed. This is in cayden creek Conroe tx!

I have had 9 technicians out for poor service. On Friday 8/11 #10 will be sent out. I'm on month 4 for my service being crap. All these techs have been out within the last 4 months. 6 out of 3 have told me nothing is wrong because their phone is better than mine. Suddenlink hires outside contractors to come in and do a troubleshooting &/or install. These contractors are paid by the job and say "I have to submit it to outside maintenance. They'll get it fixed." I think I've been told twice, TWICE by a tech support agent a ticket was submitted. That someone with Suddenlink will contact me. I've never received a phone call. My service still sucks.
I'm paying 200 a month for 200 down and am lucky if I can pull 50. Suddenlink says they have customer service. I have yet to see any. (And because Suddenlink has my area locked down to just Suddenlink. I am unable to change my ISP.
Sincerely,
An incredibly unhappy customer

- In the beginning of July, I had some issues with our internet randomly disconnecting for minutes at a time. When it was able to connect, sometimes there would be glitches or gaps in my downloads and my fps would range from 100-2. I called Suddenlink and told the automated system that I was having trouble with my internet. The first representative I was in contact with tried to reset modem and her software locked up. Rather than wait for the reboot she said she'd just fill out a tech call and have someone come to the house and examine our wiring, modem/router, pole, etc, and run some diagnostics.

- I had to wait 7 days before an appointment was avilable. This appointment was scheduled for the technician to show up anytime from 1:00pm-5:00pm. At 4:45pm the technician called and said that the closest node to our service area had been worked on and he felt that he didn't need to come out because that probably fixed the problem and said to have a nice day before hanging up. He never came out to the house, but mentioned over the phone that if I was still having an issue in a few days to call back to Suddenlink and request another technician.

-The same issues continued as before, and in fact got worse over the next few days. I missed a job interview and a get-together with friends online. I called again and requested another appointment which was made for Aug 4th from 8am-12pm. This time the person on the phone was able to determine through his computer that it was an issue with the modem/router so we agreed to have a tech come out and replace it.

- At Aug 4th at 11:45am there was no tech and no call. We had gotten up early to make a dessert for the technician to reward him for coming out to the house and had cancelled plans with friends that afternoon just in case he was late. I called Suddenlink at noon to see where the tech was. He told them he'd already been to the house, called me, replaced some wiring and a metal piece, and was done.
I show no missed calls, there were 3 of us home. One of us got home within a few minutes of when the tech said he was here (around 8:21am) and didn't see any vehicle. We had been up and watching for him since before 7:00am.

- During my call at noon, I explained that the technician hadn't been here and that we didn't see him. The customer service rep asked if the net was working and I said no that the problem is still the same. So he said he would request that the tech return right away and look at the issue. We went over my phone number, and how to find the house.

- Two hours later there was no tech and no call. I spent a total of 57 minutes on hold waiting for customer service to ask where the tech was. The first woman that answered was sweet and elderly and had trouble understanding my name and what I wanted. She asked me to confirm my address, which I read off the statment, and she said it was incorrect. Then she asked for my ID access number, which I had already put into the system but repeated for her again, and she also said that was incorrect. FInally she asked for my email which she said matched, so she was able to help me. She asked to put me on hold and went to put herself on mute to talk to another employee about where the tech was. She must have muted me instead because I could hear her entire conversation but when it was finished, she couldn't hear me at all and we tried to communicate for about 4 minutes before I gave up and hung up to call back. I think she didn't realize she'd muted me.

-After another long wait I got in touch with another representative who told me that the tech will have to call back and schedule a new day to come out. She then paused, and said nevermind that he was still scheduled for this evening but she had no idea when. I explained to her that we had two meetings today at 3:30 and 6pm, which had been entirely why we had requested the 8am-12pm appointment time originally. She said they would take that into consideration and changed the topic. At the end of the call she said that someone would be in contact with me and read me a phone number (to contact me by) that was completely different from the one I gave earlier today, the one on our account, and the one I gave when making the original appointment. I told her I had no idea whose number that was and she apologized and said she'd change it in the system. She then asked to make sure that we needed a phone line serviced. I said no, that we only want a new modem/router. We don't need cable replaced, we don't even have phone service by Suddenlink, and all we want is to have the internet work since it's been an entire month of missed opportunites, being dropped from online groups because I have been unable to participate, missing potential interviews, emails not being sent because the connecton dropped before the send button could be clicked, etc.

- Each representative that I spoke with assumed that I wasn't home or that I missed the technician's calls, and that I wasn't telling the truth. I cannot express how frustrating that is. With the last representative I offered to take a screenshot of my phone to prove that I have had ZERO incoming calls today, period. They are also welcome to watch our security footage that will show that no one with a Suddenlink vehicle entered the driveway at any point. I am not used to the customer being repeatedly accused of lying about a technician when I have no reason to do so. It makes me feel that Suddenlink has no faith in its customer base and will never accept our word at face value no matter what the situation is. That hurts.

- At 8pm there is still no tech and no phone call. I called once again to say that we have recieved neither. Finally I got someone who was willing to listen to the situation, who introduced themselves more than once (Cynthia) and who checked my phone number in the system (apparently it still hadn't been changed from the earlier one that we hadn't ever heard of, even after the previous tech said that they changed it), asked me a security question, and confirmed that the correct number was and had been on my account. She had no idea where the erroneous number came from either. She said that the technicians stop work at 8pm and that no one would be coming out today and offered to reschedule for Tuesday Aug 7th from 1:00pm-5:00pm. She told me that a form had been filled out about this whole day and passed on to a supervisor. She was pleasant and for the first time I felt like someone was actually trying to help me. I hope that someone shows up on Tuesday.

-It's Tuesday and after having waited from 1pm-6pm, there is stil no tech. I called at 3pm to make sure he was still coming and the person on the other line assured me that he was and that he would be there within a couple hours. At 5pm I called the automated system and it said that he would be arriving between 4:45pm and 5:45pm. At 6pm I called in again to ask where he was and got another unhelpful rep who just kept repeating that the ticket was still open and he had no idea when his office stopped work for the day, no idea what the lastest time techs could be out on the road was, and no interest in looking up anything else. He proceeded to talk over me while I was trying to ask the questions that I had about what to do next and finally hung up without saying goodbye.

When I called I was given this deal which I documented in my phone. These are the notes:

$34.99 for 100 mg with $40 install OR
$44.99 for 200 mg with free install
Ask what regular price is because that's what it will
increase to at 13 months.

No contract -- what does this mean?
Do I need a modem? My TV and laptop both have
built-in modems, don't they?

When I reviewed my bill, they had charged me 54 99 for 400 megabytes, they had charged me an install fee of $40, and they had added $10 for the box rental, and $10 for unlimited internet. I have called them 9 times to discuss the bill and the poor service (it cuts out 5 to 10 times a day and I have to unplugged the box and then plug it in again). They could offer me nothing except to cut my power in half and lower the bill $10.

Now that found my notes, I want to call back and argue that they shouldn't have charged me the install fee and that they gave me higher mbps than I ordered. I had ordered the 200 megabytes.

Worse yet, they gave me absolutely no satisfaction. It was a run around and a script and they even got insulted with me and accused me of not listening to them when I asked them to please listen to my actual question instead of just guessing it what the question was. it was an awful experience after which I was crying and frustrated and upset for the rest of the day.

What can I do?

I had a Suddenlink contractor come to my house to fix an internet issue. The issue was the box/router. The contractor fixed the issue. I just happen to say to him, "You aren't going to charge me are you?" I asked him this because I was charged a few months prior for another issue involving a Suddenlink contractor. THIS IS FRAUD. When a contractor finishes his work, THEY GIVE US NO PAPER WORK. WE SIGN NOTHING. If you get charged the $60 service charge, you can complain. But, I have had several Suddenlink employees tell me that the complaint will go back to the contractor and they have the final say. So, what do you think they will say? They say, that they remember that specific house and call (even though they work hundreds a week and the complaint may not make it back to them until a month or more passed the day they came to your house). SUDDENLINK WILL NEVER CREDIT YOU FOR THE SERVICE CALL. It is a scam. They want you to pay the $6.99 per month for maintenance. The customer has no protection. We are at the mercy of whatever the contacter wants to put on his paper and never get to see it or must sign for it. Buyer beware.

Suddenlink installed service in November, the cable tv was fine however the internet and telephone service only worked minimally, maybe 10 percent of the time. I was told to call the installer to avoid any service charges. The installer did not return any phone calls. I had difficulty calling suddenlink, I went through this automated process repeatedly on hold never speaking to a real person. Eventually I talked to a very rude person whom made me feel it was my problem and not the service.

I cancelled the cable portion of my service unfortunately I still have the internet. I called to cancel the TV portion on July 15, 2018 they said we will nd a box to return the cable box. Neve arrived so they charge m $265 for the box. I call and they then say sending a return box or prepaid label is impossible in my area I do liv in a remote state of OHIO. What a joke this company is. So now I have to send he box back on my dime. Gee thanks for being our customer. I will spend the res of the ay finding a way to cancel the internet. How you are still in business is beyond me.

I just payed my bill for the first time this month. It has been working very amazing until Sunday the 29th the day it was due. After I payed it it has been freezing and acting up like every ten minutes. It worked perfectly fine until I gave you guys money. I looked to see if there was an outage in the area but it says everything is fine. I would like you to please fix this because I just payed $73 for your "best internet" services and it is not the best

SUDDENLINK

Date Time Spoke To: Call Duration: Notes
7/24/2018 8:08am Tatiana 20 mins Called and spoke to Tatiana to complain about my continuous billing issues. Triple Play went up $33 with no explanation as to why. Also want to know what the new charge "Safeguard $6.99" is and why has it been added to my service? She was not able to answer my questions and said she was creating an escalation ticket for her supervisor - Jeffrey Lanikin. I asked how long should I wait for a call back and she said "he should call back in 24 hours, but, definitely within 48 hours". She said "looks like you are having a continuous service issue and I am not the only customer calling in complaints". I am told I am a VIP customer but my experience with Suddenlink is quite the opposite.
7/26/2018 10:20am Kerstin 58 mins Called and spoke to Kerstin. I expressed my dissatisfaction that I was promised Jeffrey Lanikin would call me back within 48 hour but that never happened. She said he had logged in the notes he tried to reach me on 7/24 around 11am which is a complete lie. My phone records indicate no incoming call at all. Kerstin said this was part of an annual increase and there is nothing she can do about it. Once again I requested escalation. After a long wait she transferred me to "Jay" in the Escalation Department. On the Triple Play $33 increase Jay said I I getting a $27 credit against the $33 so my net increase of $7. Jay said he would take off the Safeguard $6.99 charge going forward, but, cannot remove from this bill otherwise I would be charged $60 for the service call on 6/21/18. He reviewed the tech notes and said the tech was the one who added this Safeguard feature. I asked how someone other than me can arbitrarily add service to my account? He said the tech was wrong in doing such but I am lucky he did to cover the service call. WRONG - the service call was for our tv being down for 4 days and they dispatched a tech. The tech came out and determined the TiVo mini box needed to be replaced as well as the small black box (cannot recall the name of it). He replaced the two boxes and departed. coming out and replacing two of Suddenlink's box's of which I rent is not a billable call. Jay continued to say he could not do anything about a service call that has already occurred. He also continued to threaten me with the $60 service charge if we tried to remove the Safeguard $6.99 charge. What the hell? He seemed frustrated and said he would generate an escalation ticket to his supervisor and they would call me back within the hour.
7/26/2018 2:55pm Ariana/ Shawna/ Amber 1hr 8 mins Another NO CALL BACK as promised. Spoke to Ariana an advised I am tired of waiting for supervisors that never call back. I again requested to speak to a supervisor now. Eventually she transferred me to Shawna #4469584 (supervisor) to express my dissatisfaction in the service and quality of Suddenlink. Spent the next 33 mins going back and forth with Shawna trying to explain the logic in my complaint. She continued to tell me "you don't understand how things work around here" and I said correct, i do not, because it makes no logical sense.
Here is the core of my problem:
There is a $6.99 charge on my bill this month for "Safeguard" which was added to my service by the technician who came to my house on June 21st. I never was asked about this add nor did I authorize it. All the tech did was change out my TiVo Mini box that was determined to be bad. Additionally, he replace a smaller black box of which I cannot recall the name. So, I requested Shawna to remove the Safeguard charge and she said "Mr. Mike if we remove the Safeguard from the bill then I will be charged a $60 service call fee for the tech to come into my house on 6/21. I said NO, this is not a billable call because all the tech did was replace two boxes, owned by Suddenlink, and rented by me as the customer. It makes no sense why this would categorize as a billable call. Shawna advised I was lucky to have the Safeguard thus avoiding the $60 charge and I again said NO because the root of the call was not billable anyway. Then she went on to give me the same dissertation that I do not understand how things are done at Suddenlink. We went round and round on this at least three times.
At no time did Shawna demonstrate customer care and was borderline rude. I seriously question how she got into a supervisory role. After being frustrated beyond explanation I asked Shawna what I need to do to disconnect all my Suddenlink services? Shawna gladly transferred me to "Amber".
7/26/2018 Amber Spoke to Amber and walked her through the entire scenario over the past month. I told her I am so frustrated I want to disconnect all of my Suddenlink services. Went on to explain how unprofessional Shawna was and how she treated me (NOT) as a customer. It's not about the $6.99 charge for Safeguard, it's about the principal of the matter and the continued threats from Shawna that if I removed Safeguard then I would be hit with a $60 service charge. That makes zero sense given the call should not be billable anyway. Amber reviewed my account an all the notes and agreed it's not a billable call. She went on to apologize for the behavior of Shawna and said she wanted to make things right. This is the first person I have spoken to from Suddenlink that actually has customer focus. She listened - she understood - she responded. Amber went on the remove the Safeguard charge for last months bill and said she wanted to give me a $20 credit for the several hours I have had to spend on the phone for an issue that should have been fixed within minutes. At this point I turned a corner and decided to keep my Suddenlink services all because of the customer care provided by Amber.
Amber #21554 should be given a bonus and recognition for how she treats her customers. On the other hand, Shawna needs to go back through training or she will clearly drive more customers away from Suddenlink.
I am glad to discuss this further with management.