Suddenlink Communications
Reviews and Complaints

my mother called Suddenlink today and let them know her cable was out and the women told my mother she had already called and slammed the phone down on her this company needs to it together I have had bad dealing with them as well they charge too much for there service and not to mention the tv line up is not very good that is about all I have to say

I had to call suddenlink 3 times, because the brand new equipment kept "failing," or so they said. They conveniently offered to send out a technician for $60, which is crazy! I've already paid nearly $300 in undisclosed costs. Yes, they charged me for the "free" installation then billed double the low advertised price. Suddenlink did not do what it promised. That's the issue I want resolved. Just do right by the customer.

I called for Internet problems for my daughter Brittany Davis account, 461 long Ave. I live in the home and identified myself.
I was told by service rep T Thomp ll that I could take the Internet box to their office with my ID and swap it out. I was denied this option. Someone lied to me and no one will take responsibility. I was taken advantage of and this is the only business that doesn't compensate for their mistakes. I would expect this treatment from communist Russia. I'm going to the Better business bureau.

Called on 5/28 when cable quit working. Was given service call for 5/30 from 1-5pm. Was called later to confirm that appt. No Show for service call!
Called Suddenlink back and was given "we have no record of that service request" despite our phone recording of the confirmed service call! Spoke with Tiffany for 30 minutes about the problem and she "expedited" a new service request. I was told it would be 5/31 between 1-5pm. At 6:02pm SL called to confirm this new appt on 5/31.
At 4:00 on 5/31 no one had shown up so called SL back for 3rd time and was told agent submitted incorrect form! If so, HOW or WHY was I given a CONFIRMATION of service appt for 5/31 at 1-5pm? Then asked for supervisor - put on hold for ~15+ minutes and Jeremy for Alabama SL got on the line and told me "I filled out form for an expedited appt. and someone will call you about that in next 24-48 hours and you must answer to they will void the ticket! He said he would not/could not schedule the appt. What the hell! So after missing work 5/30 sitting around & rescheduling my chemo on 5/31 to wait for tech - all NO SHOWS, now I must sit by my phone hoping someone will call to schedule my 3rd service call and then SHOW UP? They truly have the the "we don't care, we don't have to" attitude. Also refused to adjust my bill for lack of cable services for what will likely be 10 days! We live in Truckee, Ca where SL is the ONLY cable provider! They have NO SERVICE ethics in my opinion and could care less how they inconvenience their customers. Every time I call I am told I am a VIP customer. I hate to think of how they treat their regular customers! I feel abused by Suddenlink and am owed an explanation, apology and credit by someone with ANY AUTHORITY at this poorly run company.

I have been paying suddenlink every month the same way, using the app, with the same card. Today I tried paying and it never went through, I used the automatic service, nope. I talked to a agent and they said that the expiration date was wrong, how did it get changed, I never changed it from last month to this month. Now the credit card is erased from my file and not shown that it was used. I'm going to the bank and seeing if any fraud happened, the bank statements will show that I used it and suddenlink will show I didn't. What kind of lawyer should I seek.

Chatted in on May 29, 2018 regarding internet issues. Was told by chat representative Yasmel that the chat option was only for cable issues, I knew this was untrue as I had chatted in previously and received wonderful help from an agent in the past. CSR repeatedly tried to get me to end the chat by telling me that she was unable to assist me over chat, there was a technical issue in their system, there was not a supervisor available, the only way to receive assistance for an internet issue was to call in. Told me also that there was no way I could speak to a supervisor without calling and there were no supervisors available. Every single thing I asked her she said I would need to call in. Felt that Yasmel did not want to assist me over chat with my internet issues and only wanted me off her chat. Every time I asked her a question all I was told was to contact customer service via the phones, she could not transfer me, could not let me speak to a supervisor or anything other than call in very very very poor customer service. Her direct manager is Joel Alcantara which is probably just a made up name so she could get me off her chat. Obviously she has better things to do than assist her customers. Chatted back in right after and spoke with another agent, I believe his name was Johnathan, he provided amazing customer service and surprise surprise was able to assist me over the chat program with my internet issue which according to Yasmel was not possible. Yasmel needs more training or to find another line of work, she was not cut out for helping customers, maybe she just wasn't ready to come back from her three day weekend. Either way she was terrible!

Due to my house burning down the house I was renting did not have insurance. And now I'm stuck with a bill for equipment that was burned down due to a house fire sudden. Link is rhe work cable company ever the worst mistake I made was switching from dish.. Now I'm fina be with diah. Dish offers to pay the equipment off due to me starting service.all the money I payee to sudden link i will never choose them again and if anyone ask I will recommend dish

My name is Reid Stordahl. My account number is [protected]. I paid my bill March 12, 2018 for the month of April. I again paid my bill April 24, 2018 for the month of May. On May 1, 2018 I got a phone call saying my account was delinquent. I told them I had paid my bill and the dates I paid. They told me to go to the office in town and show my bank statements to prove I had paid. On May 2, 2018 I went into the office with my bank statements. They were extremely rude. They said my bank statements weren't enough. So I went to my bank and got a proof of payment for both payments. I took it back to the office in town and the women who "helped" me was again rude. She told me that wouldn't be sufficient. My wife called on May 2, 2018 and spoke to a manager named Sean C out of the San Antonio Texas call center at 11:31am. He said to fax the bank statements and proof of payment papers to [protected]. He said he would call her back the next day and he never did. My wife called again on May 18, 2018 and spoke to a representative by the name of Clayton out of the Mobile Alabama call center at 11:22am. He said his manager told us to email our bank statements and proof of payment paperwork to [protected]@SUDDENLINK.COM. He said to also include my name, account number, date of payment, payment amount, how and where the money came from. I called a few days later and they said our account was fine and that we were good to go. I have now received a bill that is missing 1 payment and they are charging late fees. My wife and I have both tried to call today (May 24, 2018) and have not been able to speak to a representative. Now I have shown bank statements and proof of payment on 3 different occasions and this matter has still not been taken care of. I will pay what my bill should be for the month of June, which is $85.64. If my internet is shut off I will be contacting the FCC. I do hope to get this matter settled and quickly. I do also hope my account will be credited for the hassle this has caused me. I've had to miss work to go to the office. I have had to waste gas. My wife has had to waste time on multiple occasions with long phone calls to your call centers. If you have any questions you may call me at [removed] or my wife at [removed]. You may also email me at [protected]@gmail.com. Thank-you.

No service from May 3 through May 9, 2018. Some company work truck hit a pole and snapped it off. I called Suddenlink and told them I had no service. They sent a tech out who just looked at it and drove off. A few days later I called them again. I was told a tech can't fix a pole. I told them to get someone who could. I was told by the Texas call center girl they have no way of contacting maintenance which is who would have to set another pole.

The long cable line was laying in my yard and I had no way of even mowing my yard. I called Suddenlink again on May 8 telling them to get the line out of my yard TODAY. On the 9th of May they sent a guy from Pomeroy, Ohio to pick the line up. He said the pole my line was connected to was ridiculous. It was just a shabby make shift pole. He got the line attached and said, "This is only a temporary fix. It needs to be connected to an electric pole. I don't know how long this will hold up. Maintenance will be here tomorrow to permanently connect it." It is May 19, 2018 and no one has fixed it as of yet, after repeated phone calls to Suddenlink.

Also, the outside splitter went bad and blackened my cable box inside of my house. I called on May 10, 2018 and was told a tech would be there the next day between the hours of 1:00-5:00. No tech came. I called Suddenlink and was told by a Texas call center woman, "My records show the tech was at your house at 2:35 and fixed it." I said, "He most certainly was not." She said, "Well here's what I can do..." I interrupted her and said, "NO, here's what you can do...cancel my services."

Suddenlink is the worst company I have ever had to deal with. I pay $165 per month for nothing. Poorest customer service I have ever seen.

I called to resolve an issue and "Letisha" or some name similar to that advised there was nothing she could do, with absolutely no willingness to help me in any way. I repeatedly asked her to let me talk to her supervisor or manager, to which she kept responding she didn't have one. She continued to LIE to me about this, because of course she reports to someone unless she's Suddenlink's CEO, which she obviously is not. This is completely unacceptable for any customer service employee no matter where they work. LYING about not having a supervisor or manager they report to. I will also be filing a complaint with the FCC. I advised her of this as well, and she replied that I should go ahead, but that she could not help me and continued to refuse to escalate my call to someone in charge. When I try to contact the corporate customer care liaisons on Suddenlink's website (https://www.suddenlink.com/carehelp) I get a recording that the call cannot be completed. Suddenlink is very good at hiding from their customers and providing crap for service.

I have had Suddenlink for a very long time. A few months ago my bill went from $69 a month to almost $89 a month and they said it was an increase in their services and other fees added on. This is ridiculous! I have just gotten my bill and was charged a late fee because even though I sent it out a week a head of the due date it was processed by them late. So I was charged a $10 late fee. The supervisor said that they can't refund me the late fee because it was the post office that didn't delivery the mail on time. But I'm paying a month a head for services. Why am I being billed a late fee when my services start from 5/21/18 to 6/20/18 and if that is the case my last months bill shouldn't have been charged a late fee because I still paid for the services up front for the month of April and by this date (05/14/18) I still have 7 days till the next bill takes over. You can't have it both ways Suddenlink. I asked the supervisor to give the the address and the phone number to the corporate office and she refused. I absolutely hate this company. It doesn't matter if you have been a loyal customer. It used to be the customer was always right but I guess they have gotten so big that the customer doesn't matter any more just money as usual. They get it anyway that they can.

Terri Fluckey

I have reported and tried to report a weak signal problem that makes it impossible to veiw an intire show in just the block of channels from 48-87 in my line up. This has gone on for several months. Finally got a tech out that proved it back in your equipment but he had to refer it inside. Three weeks later and still nothing done for my $98, 07 a month! Called again and was told we had to start over and they wanted to schedule for [protected] for what has already been refered inside! That's nuts - and terrible service. I have filed a report with the fcc and am about to make alot of noise about suddenlink on facebook and all the next door sites - now let's see if you can motivate someone to to fix your own equipment. Laremore 0177

The worse company I have ever dealt with. No Netflix, no phone service, no DVR, no call backs. I have contacted Rudy Guajardo the Direct Sales Rep for Victoria Texas. Now he won't return my phone calls. I would like something I am paying for to work. Hopefully the company that takes over after they go under will give better service. Then again, they can't be any worse.

Over the last 3 years, we have had numerous cable/internet outages due to blown fuses on the line leading to our home. Anytime their is a power surge or outage in our area, it blows a fuse. Every time we report this to Customer Service, we explain that we know what the problem is and they need to send a bucket truck to change the fuse. EVERY SINGLE TIME they send a technician who is unable to climb the pole to change the fuse. The technician then has to schedule a bucket truck. This generally results in our being without cable/internet for several days to over a week.

Two days ago, a tree fell across our line. Yesterday, we received an automated call that our service had been restored (it had not). We called Customer Service and a technician came out today who was unable to climb the pole to change the fuse. He stated a bucket truck would be here later today. When no one had arrived to change the fuse after several hours, we made another call to Customer Service. We were told we had a scheduled appointment three days from now! First of all, no one notified us of the appointment. More importantly, this will leave us with no service for 6 days because of a fuse that takes five minutes to change!

We have repeatedly asked that something be done to remedy this problem but no one seems to be able to find a solution. We have not switched to satellite yet, but are seriously contemplating it due to our high level of frustration. Many of the people in Customer Service are not at all helpful and some downright rude. Occasionally, we do get someone who is very apologetic and would like to help us, but can't. No one is ever able to provide the name of a supervisor that we can speak with.

I was charged a late fee April 2018. My bill is set up on auto draft and has been for years. It says March payment was declined but I have no record of that. April payment went through with no issues and I was charged double.

Not refunding a late charge for a long term customer is a horrible business practice to make more money for a corporation that makes plenty. Its also bad that you take the ability away from your lower paid employees to handle issues like this. They have to deal with the customer, not the executives who are making way more money because of horrible business practices like this one.

Not notifying a customer when their payment is declined is bad customer service. I had no other automatic payments from that account declined, how was I suppose to know this one was declined before being charged the late fee?

My name is Rema Wong.
We have been with Suddenlink for many years and have been fairly satisfied with the cable, phone and internet service until these past few months. My first complaint started with my remote, it wouldn't work with the DVR box. It took a month to get a technician to bring a new one, or they wanted me to take it to the nearest location, which is 50 miles away . It still don't work correctly. I was told by one person I talked to, I may be charged for it and I said no way we pay $6.99 a month for safeguard services. The second guy I talked with said the same thing. I told him about our safeguard, he checked and said I was right, after he checked The safeguard on our statement. So what do I see on our next statement? A $60.00 one time charge. I called about it and said, were not paying it, we have safeguard, she said, it don't cover the remote! I said a few very nasty words and hung up. It is Suddenlinks equipment and we have to pay! No way. So now our services will be cut off tomorrow May 4, 2018.
We pay $277.67 monthly. No customer service! We live in a very small town and I know 5 families who have cancelled Suddenlink and gone with Direct TV. And many other people who are very dissatisfied with the service we get from this company.
Noel & Rema Wong. Acct.[protected]
Access Code 3756
Phone# [protected]
Hope you choose to alleviate this problem!

Our Internet has been pretty much garbage for the last 3 months. It's on for about 4 hrs, then it's off for who knows how long. We have called and scheduled a technician twice, both have been no shows. I know for a fact they aren't busy in this area because they've lost 75% of the customers they had in my area, and I always see technicians at the local DG. I am very upset with how little they regard their customers, especially when we are still paying full price for our Internet that is barely on half the time. This needs to change, and fast.

On or about the 9th of February 2018 I took time off of work to be at home to have suddenlink installer cable, internet and home phone services no one arrived. I lost a day's pay in the process approximately a week later my husband took a day off of work to be present for the tech to install our services. The tech that arrived was not aware that he would be installing services that day and thought he was here to check on and trouble shoot an existing service issues. He was thoughtful enough to stay and install the services for us. Today I find out that we are being charged 162.25 for services in the Month of February charges we are being told we are past due on and that we had an additional 109 deposit to start services in the first place. If we had access to a different company to provide us services I would NEVER have purchased from suddenlink. I am apald at the way we have been treated since our first phone call during the last week of January! this is a debacle of a company!

Presently I am on hold having argued with the second representative who refused to escalate my call to a supervisor concerning my choice to terminate services. Suddenlink refuses customer care and insists on billing me for a full 30-day service fee after delivering only 2 days of service. It is a poor business tactic by a desperate provider that has to make its money by stealing from customers. I will make every effort to inform those I encounter of my situation and encourage them to find alternate services. Nobody likes cheated.

In the month of April my WIFI stopped working. I called suddenlink and they said they would have to send a tech out. I made it very clear that I did not want to pay for something if I could replace it myself. I was told I would not have to pay if it was suddenlinks problem. The tech came out and stated it was suddenlinks line and they replaced it. I asked him if I had to pay a service charge he said "No that it was their fault". I was charged the $65.00 after being told from two different people that I did not have to pay the charge. I contacted suddenlink and was told, "Sorry but you have to pay it because the tech writes it up and the computer charges it." I argued and said I am the customer and its the companies mistake! She agreed there was miscommunication but yet I still had to pay it or my service would be disconnected. I have been a customer for at least 14 years with no issues or complaints but I was treated like I was lying to them. It was a $12.00 fix and I could have done it myself so please explain to me why I would rather pay 65.00 vs. 12.00? Does not make since to me. I think the company needs to train all their staff better and there is a lot of miscommunication and the customer has to pay for it. I will be contacting the Better Business Bureau and I will write a complaint on Yelp as well.