Suddenlink Communications
Reviews and Complaints

I was very happy with Service overall until I supposely started going over my data. My monthly bill was 87 dollars a month for internet and phone service. last month it came for $184.38 due March 20th. Called March 14th and lady that Italked to said it had gone up more. By March 14 I owed 232. She offered unlimited which I aggreed to but she told me my modem was not compatible. In order to get unlimited I needed to buy or rent a new modem. I scheluded an appt for them to come put a new modem. I will get charged $10 Xtra a month for using their modem. They told me it was going to be $120 a month unlimited. Last Thursday I called them back and they gave me a total different amount, yes higher; $269. Today, March 19 they call me again saying I need to update to unlimited because I am going over my data again! I am pissed, not mad because apparently all people that I've been on the phone (customer service) are not doing their job right and have been telling me lie after lie. I was going to refer my mom and sister but not anymore. And I will file a complaint too with BBB and on facebook, so you guys stop robing people's money! It is totally not ok what you guys are doing! Stop!

I have been with Suddenlink for many years. I have cable TV and mostly have not had many problems. I had internet services installed on 11/04/17 and was supposed to receive Netflix for 1 yr. for no charge. After the internet was installed, I tried to get Netflix and could not. I spoke with customer service representatives many times who all told me that they would take care of this problem to no avail. The last representative that I spoke to told me I would need to purchase an Ethernet cable to attach to the TV and then the internet receiver box. I did not purchase the Ethernet cable because I thought the Ethernet cable should have been provided with the receiver box. I will continue to pay for the internet and cable TV but as you know negitive word of mouth about a company can spread quickly and may keep most from going with a company and instead going with another one.

This complaint is being filed due to the failure of suddenlink to resolve a cable reception issue that has continued since 12-19-17. Also, for the failure to respond to requests to suddenlink to be contacted by a supervisor regarding this unresolved issue.

Background information
David jenkins 113 s mckinley, enid ok
• I have lived at this address since 1976 and have been a customer of suddenlink or the previous company since that time.
• there have been no internal cable wiring changes since 1984 except for the upgrade to tivo in may, 2013. At that time new cable was buried to the from pole to the house junction box, new cable run from junction box to tivo boxes and internet modem/router.
• in 41 years I have not had any major issues with cable service.

Current issue
• on 12-5-17 we noticed we that our internet speed had become very slow making it impossible to reach normal sites such as facebook and financial websites. I waited 24 hours to see if would clear up. It had not gotten any better so I reported a slow internet speed issue to suddenlink customer service on dec 6, 2017.
• suddenlink technicians worked to correct the internet speed problem which improved after changes were made to the wiring configuration at the amplifier/splitter in my house.
• since the time of those changes there has been an ongoing issue with suddenlink quality of service to the tv's not connected to tivo.
• during these 3 months I have had continued good cable service with my tivo tv's.

Listed below is the series of events from the original call to suddenlink customer service:

12-6-17 contacted customer service regarding slow internet wifi speed.

12-7-17 technician came to house, determined a bad personal modem/router and recommended replacing.

12-10-17 I bought a new modem/router, connected and contacted customer support to register but the internet wifi was still very slow download speed so set up another technician to check.

12-11-17 technician came to house. Changed wiring configuration in attic so that the main line fed a 3-way splitter with one split to the main tivo and internert modem/router, one split to the mini-tivo, and one split to the original splitter feeding rest of house tv's. Internet wifi speed improved but I later discovered that all the tv's not on tivo had no reception so called customer service.

12-12-17 technician came to house, corrected connection error made by previous technician, now all tv's worked and internet speed was acceptable.

12-19-17 suddenlink internet and phone service stopped around 11 am. A suddenlink lineman had been working on the pole that feeds my house on same day. I went to the local suddenlink office and scheduled technician.

12-20-17 technician came to house, could not determine source of phone and internet problem so ran a temporary cable service on top of ground to pole. The phone and internet service were restored.

12-24-17 one of the non-tivo tv's started having pixelting reception, I called customer service to report and scheduled technician. The next day another non-tivo tv totally lost cable signal.

12-26-17 technician came to house and changed connections and amplifier/splitter. All but 1 non-tivo tv worked when he left but all began pixelating again that night and continued through the holidays.

1-2-18 called customer service to report that the problems that started 12-19-17 were still happening. I was connected to technical support who listened to the issues and could not provide any support. I stated that another technician visit was not necessary until I can speak to a field supervisor regarding the issue. He said he would send a field order to the supervisor.

1-8-18 still receiving poor reception on non-tivo tv's sometimes working during day but would start pixilating reception at night. I called customer service to report still having problems and still waiting to speak with supervisor.

1-19-18 still having the same poor reception issues, went to local suddenlink office, explained issues that had been going on for a month and requested to speak with a supervisor regarding the problem.

1-22-18 a supervisor and technician came to house and discussed the ongoing problem. I explained I wanted to know that it wasn't a suddenlink problem before changing wiring in my house. The supervisor said it sounded like a problem on the line and would turn it over to the department that handles that area.

2-6-18 same issues continued for last 2 weeks and still had not heard from anyone at suddenlink. Went to local office again and asked for the status of making repairs. Office specialist said she would make order.

2-7-18 suddenlink lineman was working pole feeding service drop to my house. He said he found a loose connection and made repairs. He could not check reception in the house and at that time all but one of the tv's worked. Had good reception for 3 days until the weather turned very cold.

2-10-18 with the extreme cold weather the non-tivo tv's were receiving no signal. At that time I ran a new 20' of coax cable to one of the non-tivo tv's just to see if the problem was my house wiring. There was some sketchy reception but not enough to see picture.

2-11-18 called customer service to report the continuing problem, requested a call from supervisor to discuss options.

2-26-18 I had not yet received a call from supervisor to discuss options to resolve the ongoing issue.in the last 3 weeks as the weather warmed up during the day the non-tivo tv's would eventually begin working. As it turned colder at night and into the morning there was no reception. At this point I did a live chat with suddenlink to request where to file a complaint. He said I could speak with supervisor and complete a complaint form. I said I preferred to speak with a supervisor so he filed the order.

3-7-18 it has now been 3 months since my call to suddenlink customer service on 12-6-17,
• it has been over a week since my communication with suddenlink live chat and there has been no response from suddenlink.
• as of today I still have 3 non-tivo tv's that have pixelating or no reception.
• before suddenlink made changes in my house wiring to improve the slow internet speed on 12-11-17, I had no tv reception problems with tivo or non-tivo tv's.

My request is that suddenlink fix this problem and provide the quality of service we had before 12-7-17.

I will need a timely response to this complaint or I will need to take the next step. Thank you.

Mark L. Knowles
Bullhead City, AZ 86442

I been having an very hard time getting maintenance to take off an speed filter that is restricting our higher speed we are paying for since November. On February 20th a home tech came out and verified the speed filter that restricts the data speed was never adjusted to allow us the speed we were paying for since Novmber. On February, the home tech scheduled maintenance to take off the speed filter that is stopping us from getting higher speed. It was scheduled for March 02. They never showed up and never called me. When I called them at 5:00pm, I was told it was rescheduled for March 05 and that it was rescheduled by the customer. This was a lie on the maintenance report. On March 05, they again never showed up and never called me. I was at the suddenlink office in Bullhead City on March 5 th to speak with an maintenance supervisor and ask who rescheduled the appointment also why it was reported wrong that I rescheduled. I was told I couldn't speak to any maintenance person. Twice the maintenance had been rescheduled and now I have a third scheduled date of March 16th. I have sent three messages to Suddenlink Corporate with no call back after week. I'm going to try to call Consumer Affairs to file an complaint. Their number is 866-773-0221.

My Internet has been intermittent for a week now. Sometimes it just doesn't work at all. I work for an online company, and I desperately need Internet service. I had the Internet drop moved on Feb. 14 to my office. I have not had reliable Internet service since; plus Willie put a large crack in my sheetrock. Sudden Link knows about the crack, but they have yet to send someone out to survey the situation or even send me any information by mail or any other form of communication.

Last Friday, March 2, 2018, Alex, who works for Sudden Link came to my home and replaced some wires that had already been replaced and replaced a small section that had not been replaced. He checked the drop wiring in the attic and the main cable line on the pole. So he did a thorough job.

I connect via the Ethernet cable from the modem to my computer to work. I have not had a stable connection since Alex can and left. I recorded my times for Sunday, March 4, 2018 that the Internet went off:

9:07 p.m. no Internet
9:14 p.m. no Internet
9:26 p.m. no Internet
9:45 p.m. no Internet
10:03 p.m. no Internet

I have stopped trying to work since last night because the Internet is still going off and on. If I start a lesson and lose Internet during the lesson, I am only allowed to try one more time. If all lessons are not completed by Thursday, March 8, 2018, I will lose my job.

Sudden Link is the worst ISP I have ever done business with. They charge outrageous rates and do not provide the service.

The customer moved to a new residence on 2/15/18. After moving to the new location, the customer contacted a suddenlink representative inquiring about cable packages and estimates. The representative provided the details and said there was a promotion running for existing customers that the cable could be install d at a lower price for the SL 200 and free upgrade; however the internet would need to be installed first and the suddenlink could have technicians scheduled to could come out to install the cable and take advantage of the promotion at that time. The internet was installed and a 2nd trip was made to the residence to install the cable. When the customer received the bill, the $25 upgrade of service fee was shown on the bill, contrary to the agreement provided by the agent. The customer contacted suddenlink and talked to the manager on the floor. The manager informed the customer that the information was misinterpreted and the fee would not be removed. The customerr is requesting the fee be removed based on the initial agreement reached between suddenlink and the customer. The agent was very explicit that this fee would be waiver during this promotion period.

Let me begin by stating that SuddenLink has a monopoly where I live, which is Ft Sill, Oklahoma. I have had internet provided by SuddenLink since June of 2016. On or around Sept of 2017 I called SuddenLink and asked what was the fastest internet provided by them in my area. I decided to go with their 150mbs package which cost just under $100. They explained at the time that I was all set and could cancel at anytime if i felt like I wasn't getting the speed that i desired. After a few months I changed my satellite provider which led me to question my internet speeds. I asked to have a contractor to come out an inspect if there were any issues at my home. The contractor wasn't in my home very long before stating that my modem was outdated and maxed out at a speed of 50mbs. He installed a new modem that would be able to attain speeds up to 300-400mbs, although he went on to add that those speeds would never be available in my area. I called SuddenLink Customer Care to discuss why I felt that I should be compensated for fraudulent practices. After finally speaking with a few consultants one person stated that it was company to "comp" a customer for a month max. I asked to speak with his supervisor and he rudely stated that he would not be able to offer any compensation at all. He also went on by stating that it is the customers obligation to ensure that they have the correct equipment to attain the desired speeds...Hold On! what? SuddenLink should be ashamed of themselves, providing Soldiers here at Ft Sill such substandard service, not only is it fraudulent to offer a customer services that your equipment cannot attain, but, to make it my fault is tremendously wrong. Customer #[protected]

Suddenlink is the worst company to deal with. I was being chargered an auto payment that I did not sign up for. The customer service is horrible. I called to get this taken off in November/December and was told there was nothing that could be done. Mean while I have this card being charged that I have not had in at least 3+ months. Now my bill is 500 because of all the overdraft charges. I also called because our internet was not working. I get told there is no service charge and what do you know I get my bill and there is a service charge. Your technicians were the ones that initially hooked everything up. Half the time my internet doesn't work. Suddenlink is by far the worst company starting with the service itself to the customer service.

I'm getting the run around trying to get new service. I've talked to sudden link everyday and I am getting nowhere . I paid off my balance and want new service however the address I just moved too had prior tenants that racked up bills and the address is blocked. I never lived at this address before and I am being punished for something I had no control over. I'm almost tempted to go with dish but their internet does not compare. I'm totally angry about this situation. I called to speak to a supervisor or manager and they refused to let me speak to one. If this isn't resolved I will be posting this on facebook, twitter whatever else I can to promote another company. It's a shame because I've always loved sudden link.

2/16/2018 (Courtney, Justin? and the chat line) since approximately 10:00-11:00 am)I have been on the phone with the VIPperks for customers. After speaking with several people about my rising monthly bill I was told to call the VIP perks number for customer giveaways. What a joke, the person tells me I owe a $2 late fee which is totally false. I pay my bill overall as soon as I receive it. He keeps me on hold for 20 freaking minutes! Why? To tell me that it is the prorated amount for the service I discontinued with the previous customer service rep. I asked what's the perks that the previous person told me was available and that I had to call the perks number. Wait for it...absolutely nothing. A waste of my time #lookingforanewprovider.

I don't understand how this company beats prob me out of their money my se vices are off a soft connect but your still charging me for services I didn't use and i'm not going to pay for services I didn't use I made payment arrangements on my account services still got interrupted I don't mind about paying for services used but I will not repeat will not pay for services I didn't use u bill a month in advance so people can owe your company if services are cut off in the middle of a billing cycle u charge an entire month and what's so bad is that this is the only cable company in our city and that's y this company beats people out of their money u don't care about old customers only new customers do u can do the same thing with them customer service is rude rude rude and u do nothing about that they place u on hold 30-45 min then hang up then u have to start all over again

In the tri-state area of Bullhead City Laughlin needles do not waste your time with Suddenlink internet service for the lack of a better word sucks within the past 5 days that's a hundred and twenty hours we have only had 7 hours of internet service we called for service man to come in he did he checked everything and he said the problem is within the wiring of the house so it's our responsibility well we called another internet service provider they did same check of everything they found there's nothing wrong with our wiring the guy promised us a smaller bill faster internet and more cable channels so once again to not waste your time with Suddenlink Suddenlink internet sucks it is an inconvenience and all they want is their customers money they don't care about customer satisfaction

I have been a subscriber to Suddenlink for a number of years. During this time I have had a series of price increases despite the fact that the service has continued to decline. When I call Suddenlink to report the issue the tech service is so poor and un-informed. Suddenlink often suggests sending a technician to my home to investigate, so far they never find a problem. It is difficult to get the right option and near impossible to talk to a 'human' and then they are out of the Country and English is a lost art. The Tv is down off and on daily and when working there is all kind of funny looking garbage in the reception. The Internet service has many problems also, down many times during the month. Sometimes the phone is down for three to four hours. Sometime ALL are down at once for an hour or many times a lot longer.

I did my 30 look as 3 salespeople from Suddenlink encouraged me. During the 30 days, the receiver initialized a minimum of 4-5 times while watching TV and every evening beginning about 7pm, at least 2(sometimes more) channels were blacked out. I returned my equipment and was told I needed to call the billing department because she(tech at the store) did not know how to make sure my account was credited for the equipment return. The next morning, I made 8 phone calls and sent an email to corporate(what a joke). I was told by a very brusque female that I still owed $36; for a FREE look. I made even more calls, and finally at 4:17pm, I connected with Bella who involved a supervisor and cleared my account of the $36. Wow! 8am to 4:17 pm, 9 phone calls and an email.
Less than zero customer service and a tech in the store(after standing in line from 4:49pm to 5:41pm) not able to credit my account for the equipment return and clearing my account of charges. So why are they even working as a tech for a cable company?

Received initial services on September 12, 2017. Was told by the tech that hooked everything up that someone would be out within 2 weeks to bury the cable line that ran across my front yard. It is now February 8, 2018, six months later, and the cable still runs across my front yard. I have called at least once every 3 weeks, requesting someone come out to bury the line, I've supposedly "filed complaints" with "supervisors, " yet nothing has been done, nothing has been addressed, no one has came out to my home since the day I had services initiated. Horrible, Horrible, Horrible customer service. I called today, February 8th, to again request someone to come out to bury the line, and was told the same thing I've been told every other time I've called, which is "Oh, I will escalate this to my supervisor so it can be scheduled out immediately, I'm so sorry this is happening to you, I know its frustrating." As always I said, "So how long will it take for someone to either come out or reach me to confirm this? How long should I wait to call back and request this AGAIN?" The response I got was "Oh someone should call you within 72 hrs!"

If I wasn't afraid of getting electrocuted, I would have already ripped the cables out of my yard... HORRIBLE!

I called to ask questions about downgrading my internet on 02/02/2018. I looked online to see if I qualified for any other promotions. While I was looking at the screen It showed me that I could pay 49.99 instead of the 90 I had been paying. I explained that to the Rep I talked to named John from the West Texas call center. After multiple times of explaining what i was seeing on the screen he proceed to tell me I was doing it correctly and then got an attitude. After trying to explain, I got fed up and asked to speak to someone else. He then was able to tell me I would qualify for a deal that was 59.99 instead. HE WAS VERY RUDE. YOU ALL NEED TO WORK ON YOUR CUSTOMER SERVICE BECAUSE THAT IS WHAT YOU ARE SUPPOSED TO DO. If you can NOT be helpful maybe you should find another job.

I paid my past due bill just to have, a very rude, representative, Tony, tell me that I didn't pay it and it was in collections. Which was not the case as I gave him my confirmation number proving so via automated service which also told me that my service will be restored in 5 minutes. With attitude he tells me that there's no magic button to turn my service back on and hung up. So unprofessional.

suddenlink's billing process. to avoid interuption, I have been requesting several days extention (at my expense for the past 6 months) I have paid the penalty each time therefore it was No favor on suddenlink's part. I was sold another extention for a fee of 10$ on 12/29/17 to be paid by 01/06/18. the amount was 134.54. I paid 134.54 on the 1/03/18. Suddenink attempted to take the 134.54 again on 1/06/18 even though it was already paid. I was again penalyzed another 10$. I now owe still another 10$ as I only had two options, OPTION 1 drive 30 miles to a sight that I have no idea where it is since Suddenlink's office location system has not been updated! OPTION 2 pay 10$ (smh) through an agent because I have a flag on my account due to suddenlink being unable to take 134.54 a second time despite the fact it had been paid 2 days earlier and WAS NOT OWED. That is an unfair business practice. I am a senior citizen on a fixed income. I am certain this is illegal and unless these unfair tactics cease and decist, I intend to seek legal counsel. Not just for myself. This is happening to thousands of customers and it needs to STOP!

I have been told that a service technician was coming as of Saturday 1/20 - but no call and no show. I call back at 5pm and they say 'well the call is still out to the tech and we'll call you soon - but no - so a Saturday wasted. Then I find out they just automatically entered an appointment date via my email showing 3 days from then without asking if I would be home - which i had a prior appt so I have to schedule the call out further in the week. Then I call again today 1/24 as the appointment was supposed to be from 8-12 and no call no show. I call your office again and they say they're still coming but crap - my only day off and its ruined waiting a second full day for your service tech to show up - they could at least have the decency to call me so I could plan on getting some other things done this morning. We are human beings who have a life. If I get another no call no show today I will just make my next appointment for Centurylink. At least they bother to show up.

I was without internet and telephone service from Monday January 15, 2018 until late Thursday, January 18 th . Our phone service was down completely and the internet was intermittent (speed going from near zero to 25 megs)
We ended up with two techs coming out, changing telephone wiring connections in my smart panel and by the telephone modem. The first technician needed assistance and came back later in the afternoon. He said there was a problem with an error that needed to be cleared on my phone service before the modem would reset. Well, after being told by the technician it would take fifteen minutes to clear the error by someone in your tech support center, it was still not working after three hours. The first tech called for help and another tech came out about 3:30pm. They found something wrong with the first techs diagnostics. They got everything up and running by about 5 pm. After the techs left, we noticed that the cover on the telephone dmark box on the side of the House was off and wiring was hanging out of the side of the house. We put that back together ourselves.
So now we find out that the caller ID that worked for the entire year we have had Suddenlink service on our Direct TV receiver does not work anymore. It seems like when doing the phone rewiring, we now have this issue. I called your tech support and the lady I spoke to said that they don't support caller ID on Direct TV boxes. She said that there was no way that she can do diagnosis for this. I indicated that it might be a phone connection issue since the wiring changes. She said she can't do any diagnosis, so no dice and she wasn't going to send anyone out. I asked to speak to a supervisor and after holding I was told that none was available and someone would call me back in 24-48 hours! I will say when your equipment is working correctly we are very satisfied, but when we have to call in for assistance, we have to wait for days for service, several of your personel seem to be rude on the phone. I called in on a Monday and was initially given a Sunday appointment time. They did this with a straight face.
Seven days? Like I said, when it works, we like the service. When it doesn't work we cringe to think what we will go through before something is resolved.
Please have someone come out and ensure that the phone wiring is correct to all devices.
Thank you
Hal Robinson