Suddenlink Communications
Reviews and Complaints

To Whom It May Concern,

Today 1/19/18, I tried to pay my bill using your automated system. The automated system would not take my payment. Also, I received my Suddenlink statement in the mail today and it showed I owed $111.65. However, the automated system said I owed $208. So I requested to speak to a Customer Service Agent. I wanted to know what I owed $208 when my statement indicated I owed $111. The agent informed me that because I was not an authorized user on the account she could only give me limited information. I informed the agent that I have been paying the bill every month and I have in the past talked with a Customer Service agent without any issue. I even said, "Do you want my payment? Does Suddenlink want my money?" The situation immediate escalated when the Agent responded back to me with the statement "Can I talk", "Let me Finish" and "No, you did not hear me or understand me". I asked to speak to her Manager, to which she informed me her manager was not available or there. I quickly reminded her that I am the customer and that I would be filing a complaint and she would be in trouble for unprofessional behavior to which she replied "that was fine". This individual needs to be recalibrated in customer relations behavior. Telling the customer to "Let me Finish" or "Can I talk" creates defensive behaviors that quickly occurred in my conversation with her. All I simply was trying to do was pay my Suddenlink bill which your automated system would not allow me to (which was already frustrating enough) to then encounter a rude and unprofessional Customer Service Agent.

I waited a few minutes to try an pay the bill again using your automated system and fortunately this time the payment went through.

I hope that in the future, I do not encounter another issue with your Suddenlink Company or I will be looking elsewhere for my internet service provider.

Respectfully,

D'Ann Pinkerton
Mark Pinkerton - Account #001-8601-[protected]

PS: Obviously, you can listen to this conversation with your Agent since it is recorded.

Thanks again

D'Ann

My name is Randall Cleveland
The account number is [protected]
My address is:
110 E Lakeview Rd
Apt F8
Stillwater, OK [protected]

The e-mail address is [protected]@yahoo.com

I've had telephone and internet service with Suddenlink since August of 2016. The monthly charges for this have been about $70, without taxes and fees.

The bill I just received and paid, Jan 2018, had an unexpected and unexplained increase to $87, again, without the taxes and fees.

I called the customer care number to find out what had changed, but the agent was unable to tell me.

The ideal solution, of course, would be to reinstate my original charges, but at least I should know what service costs have gone up and why. In fact, there should have been some notice, via e-mail, for example, to warn me of this ahead of time. If I had been doing an automatic pay withdrawal, and not been prepared, there might have been trouble for both of us.

Without my knowledge or authorization suddenlink increased my bill by $15 just because it was an "annual fee." So because you "feel" like increasing the bill it is okay to charge customers without any authorization what so ever? When I called to discuss my bill I was very rudely told "that's not my problem" I have never had such terrible service in my life. In fact, I suggest never using Suddenlink. I will be switching to ATT. They are at least more FRIENDLY and CONSISTENT.

I recently chatted with shelby from suddenlink through facebook messaging. I stated that i own my modem and that i been charged for modem fees through 4 billing cycles. Shelby stated that She had removed the charge and also credited my account 30 dollars. Today i received a bill with a 30 charge and modem fee still added to my bill. I have contacted shelby with no response (still waiting). It has been a constant issue with this company over the past 4 years of service.

Check my account as it is well documented. Waiting for supervisor JC to call me back and correct an issue with my bill. Beyond frustrated with my suddenlink customer service experience.

Email me - [protected]@suddenlink.net

Again, my issue is well documented and perhaps even a call back to [protected] is in order. Supervisor JC told me to that he'd take care of the $80 charge on my bill that was incorrect on my bill. He also told me he'd call me on the number referenced above. I have been through enough with this issue and demand that it be resolved.

Had an internet outage in my area around Christmas for a few days. No outages were reported on their website so I called to see if they could resolve it and they couldn't. They later called and told me about the outage. No need for a tech to visit. Fine, sounds good. I check my bill today and see they changed my plan to a more expensive one WITH a data cap. I had unlimited before and they want to charge even more for me to go back to unlimited. Absolute ripoff. I wish there was another ISP in my area. Suddenlink has been terrible for years now.

I called today questioning the increase in my bill and as they explained away the imcrease I come to find out they had never discomnected a phone I ask them to over a year and a half ago then refused to credit me because the agent had put in to disconnect voice mail instead of complete phone service are you kidding me all the information I gave matched up and you are telling me because of a mistake your agent made you refuse to reimburse me for a service I cancelled and never used that is $180 plus of money you stold from me. VIP must stand for VICTIM IN PROCESS I am extremely irriatated that large companies can take advantage of hard working people plus the internet service I loyally pay as well as cable service is constantly giving me trouble. This company is a joke and need to do the right thing to keep their customers. Being large doesnt mean taking advantage of people to get to the top.

Merry Christmas and Happy New Year to my family from Suddenlink. My Landline and Internet went out on December 27th and I am not able to get anyone to come until January 4th and I had a house of company not happy about the Internet. I called numerous times to try to get an appointment sooner but customer service could care less. Terrible customer service and will I get a refund on services for all that time? We will see but they jumped to contact me that they were charging me for being over on my data for this month. Typical Suddenlink. If you have other options use them.

We have CONSTANT problems with our service and trying forget a service tech out is absolutely ridiculous. It sometimes takes 2-3 weeks to get a scheduled tech. Even when we have no Internet or cable. Have asked to speak to a field tech supervisor several time, and I am always told we put a ticket for one to call you. NEVER GET A CALL. This company has to have the worst customer service ever.

I moved my services from direct tv to sudden link and I am being screwed over I have not been able to get all my channels I don't have many channels like I did on direct tv I can't get help on my account every time I call I get told that I need to call the guy who sold me the cable I tried to upgrade my service I couldn't I talked to billing to ask why I was having a bill for 157 dollars and I have not even had the service for a week yet and I'm told that its due dec 30 I'm am very disappointed and I am looking into contacting FCC or whomever I need to this does not need to keep happening

I had a appointment for new service setup on Sunday December 23, 2017 between 8am-12pm. Instead if them coming out they put a note in the system saying they came out and nobody ever came. So I called and they told me I had to wait till Wednesday to get my service because that's the next appointment. She said she don't know why the technician didn't show up and have no way to find him. That's very poor customer service and I feel like I'm being punished because of a technician that don't want to do his JOB

12-16-2017

I called to discuss my services today. Agent did not know what she was doing or talking about. When I said I could not afford the $280.00 monthly charge, she became unfriendly, hostile, and rude. She said each service would have to be individually transferred to handle. She put me on hold 13 times during the conversation. This is not customer service. I will find another alternative to meet my needs. No one deserves to be treated this way and pay them $280 a month.

For the past 3 years my internet service has been unstable on an intermittent basis, but fairly regularly. I have had all the lines changed inside and outside of my home, I purchased a new, higher speed modem few months ago, and I just upgraded to 400MB. Today I get anywhere from 15 -280 maximum. I am bypassing wireless when I test although your service people have seen that my wireless is fairly transparent to whatever service I am getting off the line.

I'm a customer in the Tyler Texas market. Over the past month, I have been having sound issues with the big network channels. After multiple service calls, a technician informed me that they were receiving hundreds of complaints on the same issue and there was no fix. He stated that the networks are causing the issue by the way they broadcast the signal to Suddenlink. They are suggesting that I complain to the networks! That is total BS... They are the provider and what they are providing is broken. Not my problem to fix.
Hello cable.

I called in today to discuss an unconscionable 20% rate increase for substandard internet service. I currently am only receiving 3 mbps down load and less than 1/2mbps upload speeds and the clerk, named Khadijah, didn't have a clue what I was talking about when I asked what I was being billed for. All she wanted to discuss is the fact that they had a rate increase and she couldn't change that. What I wanted to know is how I'm getting a substandard product that they don't even offer for more money than their minimum package of 50mbps. She didn't have a clue, didn't want to refer my call to another department or to another person. Her talent was in deflecting, taking no responsibility and apologizing for their rate increase. What I want is a reasonable bill for a reasonable product. I have received a 20% rate increase every year, and this is outrageous.

For one year, I paid $120 a month for basic internet & TV (over priced due to the only service provider in that area) to Suddenlink located in Lufkin, Texas. I moved, cancelled service; months later, they billed me for $78.46 that they wanted to collect from me one full billing cycle after cancellation. I disputed it. Months later, they turned me over to a collection agency. I disputed it. Suddenlink and collection agency explained Suddenlink will never stop trying to get me to pay money I don't owe. Years later, Suddenlink turned me over to another collection agency.

Account: [protected]

I purchased a new TV around the 20th of October, brought it home connected it to my HDMI and which is connected to my PACE box. I was not able to change the channels. I figured something was wrong with the TV so I returned it. A couple of days later I purchased another TV, repeated the above procedure, I was still not able to change the channel. I called technical support 2 times, explained my problem, that I was not able to change the channel. I was advised to connect the HDMI cable to the TV and that was all I needed to do for it to work. I packed up and returned that TV. On October 30th I purchased another TV. Hooked it up as I had been advised by the technicians, AND again could not change the channel. On October 31st I called again and spoke to a technician. She told me all I had to do was connect the HDMI and the TV should work fine. I told her I had followed those procedures and still could not change the channel. She said the best thing to do was to have a technician come out to see what the issue was. A technician was scheduled for the following Friday. At no time was I informed that there would be a charge for him to come out, I am on a fixed income and can not afford to pay a charge, if I had known there was going to be a $60 charge I would have refused the call and returned the TV ; continued to use my old one. The technician arrived, I explained my issue with not being able to change the channel, he said that instead of using the remote that came with the TV I needed to use the remote that came with the PACE. I asked him why one of the 3 technicians I had talked to didn't tell me that and he said he did not know. He was at my house for 4 minutes. I feel that one of the 3 technicians I spoke to on the phone who gave me directions on hooking up the TV to the PACE box should have told me to be sure and use the remote that went to the box. They did not exhaust every possible solution to remedy my issue. I never would have wasted the technicians time in having him come out. Neither the 3 technicians nor the technician who came to the house informed me that I was going to be charged $60. I believe the phone technicians should have been able to remedy my issue just by telling me to try the remote that goes to the PACE box. I try to keep my account in good standing and always pay my bill on time, so I ask to please have the $60 unnecessary/unauthorized charge credited back. I appreciate you help with this issue.

I scheduled to have an appointment between 4 and 6 pm today so I took off work 2 hours early to sit here and never get a call or information as to where my tech was. They still haven't shown up and I never got a phone call as to why. I want to know why I never got a call and I have had the worst customer care. I called and someone was rude to me as to why the tech d idnt show up and said they typed the number wrong when it's on my account and I got an automated call this morning.

I previously filed a report for an accounting error and human errors. I requested my accounting documents or the "process" and have been refused. I received a phone call with proof in her hand and she said she would gather my account information and send it to me. (Mail preferred, email fine) that was months ago. I add d unlimited data due to overcharges that were not properly reviewed or mailed. My last two Statements overcharges after I called were not credited either. My monthly account for the first time since 04/2017 now 11/29/2017 has the correct internet and data plan charge will the 12/2017? I PAID ALMOST $800.00 in July 2017. Continuing in August, September, October and November. SUDDENLINK PLEASE SEND MY ACCOUNTING RECORDS FOR 2017. My electric bill, my bank statement, my letters and messages screenshots. The copies are original, my account was offline and Statements changed as you know. PLEASE HELP my money is my money.

I had already paid a pretty ridiculous rate for internet ($85) to avoid their lower usage cap (which is another horrible tactic that I will not really get in to here).

Recently, 11/12/17, I saw my new bill was $95 FOR INTERNET. They have an automated message if you call support that states the increases are for the modem (yes, the modem I've had since 2013) and a +$6 monthly internet rate increase...for what exactly? NOTHING.

I really hate this company. When they created the usage caps I was furious because they are explicitly saving more bandwidth for big-money corporate accounts at the expense of individual service price increases. Now they are simply increasing rates because they feel like it. There is no increase in internet speed, no new, faster modem, and definitely no forewarning other than fine print in the October bill of my e-statement...

Despicable company, like many others, robbing from the poor and giving to the rich.