Suddenlink Communications
Reviews and Complaints

Almost a year ago now, in May of 2016, Suddenlink instituted their new "policy" of charging hundreds of thousands of their customers $1 per month for a "Paper Convenience Fee." They are charging us $1 per month to MAIL US OUR BILL. Their justification is that they want everyone to "Go Paperless" to help save the environment. That's fine, but it SHOULD BE A CHOICE. Instead, they are bullying us and fining us if we don't switch over. And what's "convenient" about it? It's a requirement. I for one don't do any business over the Internet, period. And for over a hundred years now businesses have been mailing customers their bills with the postage on the business. The customer in-turn mails their payment back, with the postage on the customer. Now, all of a sudden, these thieves decide to make even more money by charging customers to send them their bill. This is outrageous unethical behavior and it needs to stop NOW. Other businesses will watch this dangerous precedent and if it goes unchecked then they too will jump on the greed bandwagon and pretty soon they will all be charging us. Then where will it end? What next? A "fee" if you Log On too many times per month? I've complained with phone calls, letters, etc. One letter to their CEO was answered with a phone call from the CEO's assistant who heard me out then in the typical bureaucratic fashion responded, "Our policy is not changing." Until I find an ethical provider I have been sending them a check for $1 less than the amount owed, and included their $1 "fee" in cash, to make the processing as difficult as humanly possible. Their latest response is to claim they never received the $1 and have re-billed me for it. This is a multi-billion dollar company that is quibbling over a dollar. ONE DOLLAR. Cancel their new policy and they lose $12 per year to do the right thing. Or, I close my account and they lose over $1, 300 per year. Which option makes more economic sense to them? How many more mansions, fancy cars, boats, jewelry, etc. do they need? When is enough, enough? They need to be profiled on "American Greed." Do NOT do business with this company of money-grubbing ###mongers.

Letter to Suddenlink on 3/8:

I was informed on 3/8/2017 that I was being charged for a HDDVR settop box.

The reason was explained to me was because the “green tape” had been removed from the rear of the settop box which indicated the box had been tampered.

In our discussions, I explained that the HD DVR box was setup approximately 7 years ago. This was followed by a separate cable card installation approximately a year later. During this time the signal strength and service at my residence was very poor which took some time to resolve. Please note I never asked for a partial refund for lack of service and understood that the suddenlink technicians were doing a great job of troubleshooting and installing new infrastructure in my area. During the troubleshooting process with my cablecard a number of checks were conducted which included pulling the cable card from the settop box and the TV cablecard. As stated to the representative in Parkersburg I was actively involved in helping out the technicians and at the time appreciative of their desire to get my house up and running.
During the week of 2/20/2017, I returned the fully functional HD DVR box along with the separate cablecard. We recently had a TIVO installed and no longer needed the HD DVR and cablecard. My desire at the time was to help reduce my $250/month cable. At the time the customer service representative did a great job of working with me on my bill to reduce some unneeded services.

Its now been almost one month with no response from Suddenlink regarding my dispute. I've emailed, chatted and phoned several times asking for at least an update to see if my complaint has been reviewed. I was even given a number to "corporate" customer care. The number goes to voicemail the majority of the time. The one time I did reach a customer service representative I was told I would have a response by the end of the day. Its been three days with no contact from Suddenlink. The next step per their residential service agreement is to initiate arbitration.

Any help / suggestions are appreciated.

Today March 13, 2017 I received a text message from my wife in reference to Suddenlink pulling into our driveway at 17286 C R 1100 in Flint, Texas. My wife confronted the driver and asked him why it was OK to run lines through our property and we can't get Suddenlink after years of asking for service. Suddenlink driver began to laugh in her face and told her the house is too far. My wife was very upset and told the drivers to get off our property. Suddenllink driver then tells her he is on the easement. My wife then tells him to get his truck off our driveway. By no way is this a laughing matter, I want to get rid of AT&T internet and phone and utilize Suddenlink. So my new understanding of your company's business practices is to laugh and make fun when we ask for service, house is too far.
Sean McClanahan [protected]

On Feb 3, 2015 I called to disconnect service. On Feb 6 a bill was generated charging me for the equipment I had not had a chance to return yet. On Feb 10 I returned the equipment and asked if I would get a final bill showing the reversal of all the equipment turned in so I would know how much I owe and the representative at the Parkersburg WV office said yes. I left not thinking anything about it because I was supposed to be sent a final bill. I was really busy at the time, working 50 hours a week, running a business on the side, and we were building our new home doing a lot of the work ourselves. I never got another bill and didn't even realize it. Then on March 10, 2017, more than 2 years later I receive a collections letter. I tried calling the number on the letter but the representative on the line was very rude and kept telling me that's what happens when you don't return your equipment. So I hung up on her and went straight down to the Suddenlink office. There I was told I probably didn't get a bill because I never gave them my new address. At which point I told the girl I owned the house for another year and half after I shut off service and then she abruptly changed her tune to tell me that Suddenlink doesn't generate another bill after you turn in the equipment, that it was my responsibility to look at the Feb 6 bill that I got and deduct the charges for the equipment and pay the bill. Seriously?! Yes seriously that is what she told me. So now, with perfect squeaky clean credit for over 15 years, I am facing the potential of a collection account hitting my credit when Suddenlink didn't send me a final reconciling bill like the representative had told me they would.

I was recently considering going back to Suddenlink but not now.

Accidentally typed in wrong account number using automated bill pay. Payment didn't process. First time customer, so this was first payment. SuddenLink charged me a 25 dollar late fee even though I setup auto pay with a phone agent and all my payments processed correctly. They will not remove the 25 dollar late charge even though I am setup for auto pay and they told me they will report a negative credit score to TRW. First time I have ever used Suddenlink, so I never had a chance to pay until I called them, and when I pay them, they yell at me. I am disabled and cannot see very well, I typed in the wrong account number, and this is how they treat an elderly widowed woman.

I don't appreciate the internet being cut of the day for for us due. I have a stay job Si that I can pay the bills. Yes I need the internet to make money. My wife pays it when it is due, and yet I an now stuck with no internet to work, you are costing me money and in fact costing me to be unable to have money to feed my family. This interruption is wrong in your part. I don't know how but Fix it! NOW!

I called and got suddenlink at our home. We were told there will be no charges for hookup since we had it in our home a few short months ago. When the tech came out, prior to doing anything, he said he was charging suddenlink $125 for installation and we will pay it or we won't get service. He installed our service and installed only one box when we ordered and were being billed for two. After a week and he never came back, I called suddenlink and they said they would send someone out and put credit on our account for the additional trip. I was billed for a second trip when the man from the first trip didn't do his job. That tech left the door off my crawl space and my water lines to my washer froze and burst. Suddenlink claimed they put a ticket in. That was in December. Today is February 15th. I called Suddenlink and they said they can't help, I have to leave my job and go into Suddenlink to speak with them in person. Suddenlink owes me $314 credit to my bill that I may never see. If I go to the office and don't get satisfaction, they can have their boxes and I'll go to CAS cable.

I am a long term loyal customer, recently charged a $10 dollar late fee. Yes, my bill was a little late, but I explained to them that I tried to pay it before leaving town for the holidays and could not get on the website. I am just deeply frustrated by a steep $10 dollar late fee. The penalty fee is unreasonable. I feel cheated and taken advantage of and on top of that service costs has increased again. Seems to happen without notice. If there is notice it's in "small print" somewhere. There have been times in the past that i've gone without service for several days while waiting for resolution. I waited as long as a week one time and was never compensated for the days I did not have internet. My point is: at times we are all a human and deserve to dismiss occasional mishaps. My correspondence with sudden link about this issue has been generic, impersonable and rigid. I reluctantly paid my bill in full today including the $10 dollar late fee. I am officially discontinuing service with sudden link. Based on my most recent bill my service that has been paid in full will end on 2/13/2017. Please share my request to discontinue my service. I have emailed sudden link in greenville about this request. I just do not want another issue, late fee or issues or associated fees for stopping my service.

Sincerely
Mary brantley

I signed up for cable on 11/12/16. I called on the phone and requested connection on that date. I was never read anything regarding policies of billing, disconnection, or anything. I called to have the service disconnected on 11/27/16, as I was unhappy with the channels I did not receive and the quality. I was told it would be disconnected. I called back again that next week after 11/27/16 to find out if it had been disconnected yet. They then stated they could not disconnect it until the end of the billing cycle, which wasn't until December 27th. I asked them why not and they proceeded then to tell me the reason was their policy states they have to let it run an entire bill cycle first.

I am NOT paying for two weeks worth of a service I did not use and asked to be disconnected. This should be considered a scam. We customers have no knowledge of this and it is just isn't right. I have agreed to pay for the first two weeks, but will not pay for the second two weeks. If this goes to collection, I will dispute it and not pay it.

I would like this policy changed. I have read review after review from customers complaining about this also. This is wrong. I also want to have an agreement from them that I can just pay for the dates of service I used up until the disconnection date of 11/27.

Two separate problems with Suddenlink. For over a year I have had internet connection issues. Spent many wasted hours on the phone. Finally they sent a tech out. I was told if it was their equipment there would be no charge, o/w it's $50/hr. Tech came out, wiggled wires for 5 minutes and claimed problem solved. He refused to stay to look at the problems I had staying connected. After he left I still had the connection problems. He fixed nothing. Then I get a charge against my card for $50. When I called to dispute, I found out he put he fixed wires I messed up. SL Personnel said SL has a policy of never reversing charges no matter how egregiously wrong they are. They told me all I can do is file complaints, but they get to keep my money b/c they baselessly deemed the charge is valued. If there was an other choice in our area I would have left. Had another tech come. He said the SL box was bad and that the SL install was done improperly on the inside and outside of the house. He said he is always cleaning up other techs' mess ups.
Second unethical move of SL. Months ago I ordered a second phone line to be disconnected. They never did and kept charging $20. Supervisor of billing, named Edward, would not listen to either if these problems, was very rude and kept talking over me. I told him a have never dealt with a company that refused to look at legitimate billing issues. He barked at me not to confuse SL with other companies. No problem Edward. No way would I confused SL as an ethical company concerned with customer goodwill.

I had a charge on my dec bill for tech coming to fix my speed issue which was never mentioned to me and there was no tech who came in nov to my house so I disputed those charges and filed a compliant
I received credit for those charges but
I had late charge for my jan bill, I paid my usual monthly bill $75.00 before my due date in dec but did not paid the fraud charges as I was disputing them
The rep lisa in sudden link is arguing and yelling at me that they will not refund me money even if I paid my bill before the due date
Which is not fare. I paid my bill before due date and I always do
Please resolve my issue

We connected suddenlink service with our business november 2015. They owner of the building that we rent, sold the building and we had to move. I called suddenlink to transfer the service on december 20, 2016 and "veronica" sent me a form to fill out and I emailed the form back to her. Suddenlink, "nekisha" emailed me back on december 21, 2016 and said they did not have "a cable plant" at the new address and could not provide us service. I found out that att uverse handled that area and connected service with att. I emailed "veronica" on december 29, 2016 and asked her to make sure they disconnected the service on the 30th, as requested on the form I emailed her, and she did not respond to my email. So I called suddenlink back to make sure that they disconnected the service at the old address. "olga" informed me that we had a 36 month contract and had to pay out the remaining 23 months of the contract. I explained that we tried to transfer the service and suddenlink said they did not provide service at the new address and she said that did not matter because I signed a contract. She also said she would not disconnect the service until the next billing date? Even though new owners were moving their business in the building. She said I had an option to find someone to "take over the contract". Well I don't work for suddenlink and that is not my job. I asked her if they could keep the number on at their central office and we could keep the number forwarded to the new business number (And we would pay for that service) and she said no. I asked her if we could have a recording put on the number after it is disconnected to refer customers to the new number and she said they did not offer that either. This does not even seem like this could be legal. I tried to get the service transfered and they could not hold up their end. When I asked for a supervisor she advised me to call the number I called her on, so I asked for his name and email and she said she could not give me his email address. Suddenlink is supposed to be a reputable business, but I am finding out they are not. I would advise anyone thinking about using suddenlink to look for service elsewhere! The customer service lady, "olga", was rude and did not care about the situation we were in. We have about 500 people that we are in contact with through our business and I will make it my mission to make sure no one uses suddenlink. The only remedy to this problem is for suddenlink to disconnect my service now as I originally asked and terminate the contract since they could not provide me with service at my new business address. Here is the email that was sent to me advising me suddenlink could not provide me service at the new address:
Hi,
The address 1212 n bryan dr, is not serviceable. Per the tech there is no cable plant. We will not be able to transfer the service to the address.

Thanks,
Nekisha williams
Suddenlink business
[protected]

Client # [protected]
Sonya moon
[protected]@jagteq. com

I have a double whammy with suddenlink. First of, its these new boxes. A piece of junk. I hooked them up and called customer service to help me because our tv would not get one of the three channels that my mother watch. She is on fixed income but yet her only entertainment is television because she has dementia. She is stall charged over 100.00 for those three channels. They need a senior citizen package. But the problem is that I called 3 times to get help with our channel six and had problems with the volume getting adjusted. It was making a sizzling sound. The ladies tried to help me but could not. My local office gave me the 800 number to call if we needed help. When they couldn't, she said she would send a tech out to help. One came and tried to adjust the volume but couldn't and said the channels will soon come in. Next day same thing. Another tech came out. He was there for 4 minutes. Looked at the tv and said nothing could be done about that sizzling sound. That is poor quality for the price we have to pay for cable. Oh yeah, the other kicker is that when I called back, some lady name Carrie (17754) said I was not on my mother's account and said she would not give me any information on her account. I told her I was because two techs had already came out. I told her that she was wrong. She insisted that I was wrong and we went back and forth. I put my mother on the phone for her to give Carrie permission. Now Carrie asked my mother for an access id. Now keep in mind, my mother has dementia. She don't even know my name most of the time so how do Carrie expect her to know an access number? This woman was short of some cards to complete a deck. She said she was putting something in the system to let everyone know NOT to give me information. I asked her what else could my mother give her for id anus she said only the access number. I hung up and got my mother dressed and took her to our local cable company and checked to see if I was on her account. Lo and behold, I was and had been for years. Carrie (17754) owes my mother and I an apology. Now to put the icing on the cake, I got my cable bill and they charged my mother 100.00 for two service calls. I called and spoke to Travis (035729) who must have been Carrie's brother because he was just as rude as she was. He reluctantly gave me his number. I explained to him that I was not told that I would be charged for those men coming out for a matter of minutes. If I was disclosed that upfront, I would have told them to keep their butts at home. They did nothing anyway. I was getting nowhere with him either. I asked to speak to someone above his pay grade. He said his supervisor will call me. Guess what? I am still waiting on that call.

I have been a customer for about 6 yrs. I continue haveing issues anytime I bundle the packages. These issues happened in 2014. I canceled my services and moved. Then at the beginning of the year I paid off my balance and got new service. The bills have been an issue every month. I have to call in several time a week for tech support. I have had several techs out to my property and they tried to charge me even though it was an issue with your equipment and techs said they were stumped. I finnaly got another tech out to the house and he said it was because I was on the 200mb plan the router provided by suddenlink was only capable of 100mb. How can suddenlink charge me for services that they arent even providing me. So I stopped payig the bill and told them to cancel my services. They said they can not cancel services until the balance is corrected. Now I have been charged for 2 months of services that I could not even use.

My name is Rebecca Richter (nee Whitehead) I think it is really dumb that you can't put down a payment of a small fee when your bill is past due, people are not made of money and struggling, I have to my internet I don't mind paying but I think we should able to put at 50 on our bill and it not get cut off, whoever came up with that rule or whatever is dumb, that is not good business, I have been using ya'll for years but it is really not right that we have to pay a large amount to keep from getting cut off, even if it's a small amount ya'll are still getting money, so what the hell. that is dumb!

I recently requested a service disconnect due to moving. The Suddenlink rep told me that I would be charged for the entire month (per notification on previous billing) rather than a pro-rated charge based on use. How greedy can you be? Well, I have made an offer to pay for the service I actually used or pay nothing at all. Two can play this game. Report it to the credit bureau and I will dispute it and sue the company for failure to communicate effectively. :)

A few months ago I called suddenlink to ask what Internet services they provided and I spoke with a gentleman and he told me I would get 50 mbps and unlimited service I was happy with that because my current service said it would be fast enough for a family of 4 and 2 gamers and it was no where near fast enough so I ordered this and when we got to the end of the call he said is there anything else I can help you with I said I just want to verify my plan 50 mbps of unlimited service he replied yes well 2 weeks go by and my Internet was running slow so I got on live chat to find out I was lied to and the service I canceled my previous provider that was in contract I had to break to switch to my new service with suddenlink was all a lie the service was not unlimited at all and they inform me they don't even provide unlimited service in my area even though they send me emails weekly saying I can upgrade to unlimited for 10 dollars I cant and never could and anything over 350 I would be charged well I was furious so I once again called and spoke with a customer service rep and they said they were going to contact the sales manager and listen to the the conversation of the service I bought from the rep so we could deal with this and they would get back with me so I wait almost a month to call again and find out whets going on and a woman tells me they will contact me back with in 48 hours and no call so I call back again and I talk with a manager and they say well we are really sorry and no that's not okay and no I want the service I purchased and if not I want to be reimbursed the cancellation fees for my previous provider and what ever its going to take for me to get services they sold me I am p***** off about this you cant sell me something and give me something else and just say sorry after you have spent 2months supposedly working on this to resolve what happened to me and overtime you just blow me off like oh well no this is not my problem this is your problem I don't know if I need to contact my legal adviser or what its really stupid that I have been receiving mail from them trying to gain my service for years and I finally do it and you treat me this way and I cant find one rep to take care of this properly I am ticked off

This week we were late on a payment due for internet service due to being out of town... no big deal we made a couple of payments monday and wednesday over the phone and service was to be reconnected. When I called back to verify when it would be turned back on. The rep stated Im sorry but its been cancelled. due to a debt was just discovered of $380 from 2011 for unreturned equipment. WTH?! First off the equipment was returned due to switching to dish for the TV service. and they had no problem creating an account 3 -4 years ago with no mention of this accusation. We were so pissed we demanded our late fees be refunded since there was no way we would pay a false accusation of $380 owed. The problem here is that how can we prove it, that someone at suddenlink didnt check in the equipment properly. Today I called to complain and have an investigation put on the equipment. side note the account is under my wife's name so the rep this morning stated I was not authorized to discuss this account but I had just spent quite a bit of time earlier in the week talking to reps about this acct restoring the service and they had no problem taking payments but now that I need something looked at I am not authorized ? That is just not right. My wife is too frustrated to wait and listen to that ridiculous hold advertisement and then speak to someone who is following a script and doesn't care. We are screwed because there arent many choices for internet service in this area. I think we may just decide to not deal with suddenlink with this matter or anything else again. Disappointed...

Potential Suddenlink internet customers, beware. If you sign up for their discounted internet plan, they are happy to receive as a customer. The deceiving trick they use in order not to uphold their agreement is really sly. When the installer arrives to your home and begins the instalation, he or she will ask if you want free tv for a month at no obligation. You will be told at the end of the month just to contact your local office and tell them you do not want the tv service and it will be disconnected at no charge. Now, here is the sly part, according to the local office, once you had the free tv installed, it breaks the original agreement for the discounted internet service and your bill nearly doubles. After four attempts
to remedy this situation, the manager promised she would call. That was two months ago. Still no call I just wonder how high up the ladder this scam goes. I think it would just be nice if a company would honor their what they advertise. One very dissapointed suddenlink customer.