Suddenlink Communications
Reviews and Complaints

We have been trying to get service for over two years, We finally got a service installer to come out to are property and informed us it would cost me $1, 499.00 to have service installed because were a little to far from there closest pole. My only complaint is having to come up with that money up front. I was planning on getting the largest plan you offer which would be over a $1, 000.00, a year for you. I can't seem to talk to any one about this issue. If I could some how make payments on the install me and my family could finally have internet. Please help me...

Thank you, Jeremy

Over a year ago, june 2016 (happy anniversary suddenlink) service was ordered for our new home. Installer came & could not thread the cable through the conduit into the street to the connection box. Several crews later (Five) was just informed by their uppity technician that a "road bore" was required & suddenlink have ceased doing road bores, on the other hand if we wanted to payfor the road bore they would jump right on it.
As I see it, we have an implied contract, they agreed to supply cable service & I agreed to pay for the service. We have no point of contact to discuss this with & to add insult to injury we live in a townhouse & all our neighbors have service. I feel we are being discriminated against.
Not sure how to proceed from here without contacting a lawyer. This is a nightmare company to get anyone to listen to you.

I called to receive a wifi box and was told I already had one (in fact I had been billed for one for 12 months but did not have the box). I was told by 2 represenitives that I would be credited for $10. X 12= $120.00. I was then informed a month later they would only credit me $10.00, something about a 30 day rule. I find this illegal and I'm demanding I get my $110. More credit.
Lately your billing has been very confusing and impossible o keep up with, your supervisors and reps on the phone are rude and impossible to work with.
I don't understand most of what is on your billing statements, I just pay by automatic payment. I demand the balance of my credit $110.00 and a reply to this complaint.
Mary Schrieks

Customer service is not in this company's vocabulary.   If you ask to speak to a supervisor they REFUSE to let you but they are careful not to use the word refuse but just insist no one is available right now and they will not give you any options.   They make a mistake and it is still your fault.   It was their fault that they didn't set up the account right to begin with and they allowed the problem to happen but still they refuse to make an exception EVEN ONCE.

This evening for the first time, the video feed on our cable TV was jumping or freezing, as if you were watching a slide show. The audio was basically fine -- so I called Suddenlink customer service to see if there was transmission trouble possibly, Well, the agent I had - Keana - was horrible. She made it worse and knocked out our service! So now we don't have cable TV at all. We have a bundled service with internet and telephone through Suddenlink.

After knocking out our cable TV system, Keana said we would either have to pay $50 to have Suddenlink send out a truck or add $5 a month to our bill -- which is already HIGH - in order for Suddenlink to fix the problem which Suddenlink created!

We are not happy! Then Keana promised a truck would come tomorrow morning. After long long pauses she then revised her statement, saying that no truck was available until SUNDAY! That's 6 days without service!

We are senior citizens living on a retirement income - social security. Suddenlink costs too much as it is -- and Keana just increased our cost through her error. I respectfully ask that if Suddenlink wants our continued business that we be sent to retention. There are other options for us to explore.

I was charged 50.00 dollars for service charge that was to be free as my home phone had not worked in over a year. the customer service guy said keep your phone and we will fit it for free. I have called suddenlink and they agree that he did say there would be no charge to fit it. it was recorded and it happen between may 23- and 28 I just want the charge gone.
Thanks
dana

For two month now, my entire area has suffered from poor Internet service. Since I pay the extra money each month for the support service, the work agents have been out to my house frequently. The actual problem is the antiquated cable that continues to break and short out the service. Until new cable is run throughout the area, it will not matter how many times they come out and play with everything that is not the source of the problem. Today alone, I have restarted my modem four times to get a weak enough signal to connect for an abbreviated period of time. Tomorrow they will return again to accomplish nothing. It truly is unfortunate that more options in providers are not available as I would drop Suddenlink in a heartbeat.

I have called Suddenlink for 3 weeks now trying to get the cable hanging in the backyard fixed. It is summer and 3 weeks later my kids cannot play in the backyard because a cable is hanging down very low. My husband called and they schedule an appointment and nobody shows. I called last week on Tuesday 06/13/2017 and talk to this guy who had no clue what he was doing. He tells me Sunday is the earliest. I inform him this is a hazard having this cable hanging in my hard (it comes chest high on me) and keeping my kids from playing the backyard. He said someone would call me. We waited and still no calls and nobody showed up on Sunday. Today 06/19/2017 Monday I call and they tell me Friday! come on people it is a cable hanging, its not safe. so now I wait to see if they can rush it and maybe have someone come out sooner. I wont hold my breath and this is the worst customer service ever.

I have been a Suddenlink customer for several years. My most recent experience with Suddenlink was the worst experience of customer dissatisfaction ever. I called Suddenlink 30 days in advance of my move and requested my service moved to my new address. I was sent an email confirmation of my installation at my new address.
The day of my confirmed installation I waited at home for the 4 hour period I was given for the installation and no one showed. I called and found out my order was cancelled because the Suddenlink employee who entered the order did it incorrectly and it was cancelled with no notification to me.
I had to wait another day before they would send anyone out. I had an appointment and my wife waited for the installer. After he started the installation, he informed us at that time there was a $25. per room charge for each additional TV hooked up. We were never informed of this charge when I called for the installation and never charged for this in the past. The installer never completed his job. He did not install or check our phone service, he refused to give us the wifi password, stating it was on the bottom of the modem, he did not check our TV and confirm we were getting all the services we are supposed to get, he left wire clippings and other cable parts laying on the floor in 2 rooms.
I called Suddenlink and complained about this installation and after talking to 2 different people before was complaint was sent their escalation department where I was supposed to be called within 24 hours.
48 hours later I called to inquire why I was not called back. A few hours later I received a call from Sabrina in the escalation department. I went through the entire complaint I had and she told me there was nothing else that could be done for me and they would not waive the installation fees. I asked to speak to her supervisor and was told there was no one else I could speak to. I asked if she was the CEO or something and she responded back saying this was the escalation department and there was no one else I could speak with. I asked if she had a manager and she replied that he was unavailable and she did not know when he would be back.
A week later a man named Rob called and said he was a Suddenlink supervisor. I went through everything again. He reaffirmed that I would not receive a credit for the installation charges.
I have a 2 year old grandson who lives with us. Today he found another 1" piece of copper wire left from the installer. He put the wire in his mouth and put a small cut on the roof of his mouth. We caught him before he swallowed it and avoided rushing him to the ER.

on 6/8/2017 i had a service tech come to my home to install a new cable box .First thing he says is your wiring is a mess out side and needs replaced at my cost. i told him you [suddenlink] installed the wiring if lt's wrong you should fix it.He told me he could not do that and i would need to call suddenlink and talk to them. on the same date i called them and told them of the problem. He said he would call superviser and could call me back i said ok. on 6/13/2017 i called again same thing will call me back after talking to supervisor again no call back.Today 6/14/2017 i messaged suddenlink with the problem their answer was i would have to pay for new wiring . all i wanted was to have my cable box replaced that is broke. the wiring has worked fine there is not anything wrong with wiring. somebody just want to make some money

I called Suddenlink on 5/30/17 and talked to a rude, disrespectful girl regarding the disconnection of my service. (cable, internet) Upon looking at my account today, I noticed it was all still active. Why?

I opened a chat session with some girl named Amanda and asked her the question. She said that my service would not be cancelled until 6/20/17 and I would have to pay up until that time because they're month-to-month and my that's when my cycle ends. I don't remember signing a contract. Why to I have to pay for virtually a whole, additional month of service?

You know, this is just one of the MANY under-handed, sneaky, things Suddenlink has done to my family, friends and I. I will NEVER recommend Suddenlink to anyone. EVER. I will NEVER use Suddenlink again.

Justin Winter a Suddenlink tech came to my house because I am having issues with my audio going up and down. The only thing he did was change one setting on the cable box and stood there for 45 minutes to see if volume would go up and down. 15 minutes after he left audio was acting up again, I called Suddenlink customer service and they promised to send another tech out same day so I waited 6 hours and nobody came up so I called AGAIN and guess what the tech Mr Winter never closed ticket out so they coukdnt schedule another appointment, , , , , urgh! I was told by a supervisor this guy had a lot of complaints against him and they don't know why his still working with Suddenlink. Meanwhile U just want my problem fixed! I am so tired of calling customer service and getting young stupid girls who have no clue what they are doing! Suddenlink customer support has gone down hill and so has their workers who go out to houses! I am fed up!

One of your service technicians came to my new neighbors' home yesterday, June 8 @ 3 pm. A young man. He parked your truck on the "No Parking-Fire" zone side of our small, private street. (That's why we can only park on one side. )I told him he needed to move and said he was welcome to park in front of my house and/or in my driveway.

(Our driveways are separated by a low hedge of evergreens where the electric box is located in the middle of a 3' wide strip. )

Your technician literally made NO reply and proceeded to leave his truck where it was, walk across the street and open the connection box. After repeating my request, he continued to silently and belligerently refuse to look at me, let alone reply! Because I had an appointment, I drove out of my garage and repeated my increasing frustration and anger with his behavior.

I called your customer support number [protected]) from my car to relate what had just happened and to express my concern. A young woman answered the phone, refused to let me speak to a supervisor, said I needed to be a Suddenlink customer to get assistance or to call the police!

Today: I saw and spoke with my neighbor just a few moments ago and he reiterated having to deal with that same "surly" (his words) young man, too.

Please investigate this matter and get back to me asap. You have hired TWO people who do not serve you well at all!

Carol Lindsay
1812 Spencer Circle
Flagstaff, AZ 86004
[protected]

I have had enough of SuddenLink. This will be the 10-11 trip for a tech to come out since mid April 2017. Their customer service is the worst! I am the last one on the phone line, therefore there is no one behind me to complain about the interrupted internet service. The techs on the phone, always say "We see no issues on your side" after I have unplugged my modem 3-4 in an hour...they can not see an issue? I had an appointment today between 8-10, when there was a no show, I called supposably, they tried to contact me to tell me the tech would be late...No one called. This will be the 3-5 time that is either a no show, or severally late. Yet my bill just went up 12.55, I pay almost $60.00 per month for internet alone... for 40/60 service. 40% of the time it works, 60% it does not. Not even at 2-4 am when no one else is online. What can we do as consumers?

An error was made when I requested a change in my billing cycle after noticing that I was being charged late fees each month. I continued to be charged late fees until last month. In order to change my bill due date I was charged $26.36 after being told by another rep that it would be $15 and then a different rep made no mention of a prorated fee. I am feeling like I am being taken with the variation in fees. Since this was an error by Suddenlink it would be fair if they bore some responsibility for the prorated fees, charges, surcharges, taxes, etc. I can not allow Suddenlink to charge me variable fees each month at a whelm.

I am beyond words to describe how insulting and frustrating it was for me to try to simply upgrade my service. After a useless Suddenlink online chat session, where I was referred to billing, I got a guy in billing who didn't seem to know what to do. I found another number to call for upgrading service, and that person put me through to "sales" or "saves" (not sure which). I almost thought I had a plan to upgrade my service but I balked at the ridiculous, absurd, insulting $25 "upgrade" fee -- what, a fee for me to pay them more each month than I am now? Let me see what I can do, the guy said. Then the deal killer. Would I like six months of a tiered service for free in lieu of the upgrade fee? No! That was even more insulting than the fee itself. I had already expressed to this fellow and to the others I talked to that, as an existing customer, I should be able quickly go online, find a package and upgrade, and not have to go through a used-car salesman atmosphere on the phone! Even after this guy heard my concerns, and yes, I told him it was worse than buying a used car, he put me on hold to talk to a manager about the fee and came back with this "offer" of six months of free tiers that I had already expressed that I did NOT want! For real! Are these people tone deaf or just plain stupid? Their industry is tanking, and yet I go through 45 minutes of lunacy online and on the phone with them and come away empty-handed? I even had the service call scheduled to upgrade my service and THEN he said, oh, there's this $25 fee. Insulting! Stupid! And add that to the fact that they wanted $80 more per month from me than they get from new customers for a higher level of service! Absurd!

First off the technician couldn't answer any of our questions and he was on his phone most of the time. We called to connect our personal modem so that we could have 2 in our house and we were told that it couldn't be done, but when we had called tech support the day before we were told that it was no problem and it could be some. We also got cable and didn't offer any specials or premium channels. They don't offer phone service. We are in the military and live on post in FT. Sill and they don't offer but 1 speed. There are no other options for a faster speed. Why is it the Soldiers have to suffer because Suddenlink can't get their act together?

I'm driving behind a Suddenlink work truck around 7:20 am on 5/4/17. I was behind the truck from Conroe, TX-Willis, TX and the driver out of no where slams in his breaks and swerved in the right hand lane to let me pass him and then he rolls his window down, flips me the bird, throws his hands in the air and motions toward my vehicle as if he were going to collide into my vehicle intentionally as if to scare me. THIS IS UNACCEPTABLE IN EVERY WAY. Regardless of anything, a driver should never intentionally attempt to collide with another. Much less if they have your company sticker all over. Little did he know that I AM A SUDDENLINK CUSTOMER. I will be calling today and cancelling my service as I will not pay for a service that employs aggressive and dangerous drivers.

I called to make a payment and I was told I was charged a ten dollar fee because I was 3 days late past my due payment which personally was a bit odd to me because I assumed there would at least be a 3 days grace period. None the less, I didn't complain and offered to pay. I was told there will be a ten dollar fee on top of my penalty if I was to make the payment by phone so I decided to do it online. The lady was nice enough to create an account for me and help me through it but for some reason the online payment method wasn't available so she suggested/offered to help me pay it through the automated payment and put me on hold after damn near 40 minutes of trying to figure out why I was not able to pay it online on top of the 30 minutes hold I was on just to be connected to a representative, and to make the matters worse, i got disconnected while on hold: hence I called again and waited another 30 minutes to reach a representative to which a "very!" rude representative answered and basically, talked down to me like I was an idiot and kept telling me to lower my voice all mean while I was talking to her as calm as I can be. long story short. I asked her to give me her name and ID number to which she claimed she did not have an ID number which was an obvious lie so I decided to just hang up and figure some other way to go about it. I will personally go to sudden links tomorrow and talk to her supervisor in person. i would provide her name but... i decided not too unless i am contacted by her supervisor

My parents are both in their 80's. All they want is cable to watch TV and a home phone.

For 7 months they have been paying for Triple Play, which includes SL200 with HD receiver, STARZ, internet access, broadband internet and home phone unlimited. They never requested, nor did they receive the SL200 or STARZ. In addition, my father is 88 years old and has not had a computer for a while, so they want to cancel the internet.

I have been told by "William", who is apparently located in Texas, that for my parents to have only cable and phone will cost MORE per month than the services they have been paying for all this time. I was told they could get a $42.00 refund for the services they paid for but never received (SL200 and STARZ), but if the internet service is cancelled they will no longer have a "bundle", so the monthly bill will go up.

This is outrageous! My parents live on a fixed income and spend several hundred dollars a month on medications. They do not drive well, so do not get out much. The TV and phone are very important to them, and I think it's awful that Suddenlink thinks it's okay to punish them monetarily to get them to stick to the program.

If there are, in fact, any real people working for Suddenlink, you should be ashamed of yourselves.