Suddenlink Communications

We attempted to cancel our service with suddenlink as they again raised our rates. We do not feel the cost is equivalent to the service we receive. We were told by a very rude employee in the retention department that we could not cancel our service until the 27th of the month and that if we weren't so stupid we would have read that on the second page of our bill. She also refused to let me speak with her supervisor.

The service reps give faulse information, also service techs are a no show twice in a month, services are teribble, Internet is always power cycling, every 25 to 30 min. Always lossing signal, internet speed is not what is provided. My cell internet hot spot is faster. The cable is like satellite service. wind blows no signal also with internet. rain is the same. The cable box gives an erro message. Now I have all the equipment changed three times.
the services tech are no show but get charges for it. So I am sending a bill for the amont of $100.00 payable to Juan Rios address 3001 Baylor ST. Lubbock, Tx. 79415 for a service tech no show. The reason why I haved been charged $80 for a missed appoinment. The service tech did not call or showed up.. And your service rep made false information of the service tech time and explained that I have sercurity cameras set up from and the carport. so all is caught on camera so I explained to the sercive rep that I watched the footage and the time. It was clearly showed me going out side to retrive an item that the so call service tech was their. And the service rep said that a superivor will call when we hanged up. and again a lie so I called again and the same lie could not verify account and name after I gave all the information to the rep. in concultion the rep hanged up. I called back again another rep I explained again what the issue. After the conversion another service call cause the service tech did a no show and will send another one tomorrow on March 8th 2020 for 11am to 2pm. I requested an supervisor to be at the premiss and a service tech to deal with the issue. And if the superivor did not show this will prove that Suddenlink is no a company of merit...And have the indacity to offer cell service really.

Where to start...?
Switched from DirectTV to Suddenlink hoping to gain better reception during bad weather due to DirectTV not being reliable at those times.
Called customer service to set up new cable service in addition to the internet i already had through Suddenlink. Tech showed up and seemed very frustrated to be having to do the install, actually voicing frustration about the previously installed lines being run through the attic. Then discovered that what he had on the work order didn't match up at all with the package i had agreed to on the phone. After him leaving to supposedly get the correct equipment, he left knowing that i wasn't receiving many of the services i was supposed to receive like dvr but insisted everything could be resolved with a phone call to customer service. Not true. Turns out the first Tech didn't check the signal strength on the TV's so everything kept cutting in and out and getting error messages. Also used the power supply from one of the DirectTV units to power one of the suddenlink boxes and used other components from DirectTV. Discovered after 2nd tech left that voice commands wouldn't work anymore.
I've now scheduled my third appointment with a Tech who can't come for another 6 days, to figure out why 2 of my 3 boxes are receiing no channels at all and to hopefully get voice command to work. This is all of the time i've spent on the phone with customer service struggling at times to understand them with their accents who only work from a script with no ability to do anything else. They def don't like it when you ask to speak to a supervisor.
Had an account for over 16 years i believe but that may not continue much longer.

January 14, 2019
Customer Service:
On October 12, 2018 our internet went out. A service person came and we were charged $60. The internet had come back on before the service person got to my house but he continued to fiddle with cords and outside boxes. It didn't change anything. Since that time we have lost internet many more times.
Internet Out:
October 12
November 21
November 22
November 23
December 10
December 21
December 23
December 24
We have been with Suddenlink since 2000 (almost 19 years) and fully paid our bills. When I called about these outages they say we must pay $60 everytime a service person comes out. We already pay monthly fully for internet service and yet have many days without internet as you can see above. The customer service with Suddenlink is about the worst I have ever experienced and we are considering changing our service. We have not been credited for all the days we paid for internet service but had none. I was told that we would be credited. Please check in to this and let us know when that credit will occur.
Matt and Cheryl Becker
9801 Utica Dr.
Lubbock, Tx 79424
[protected]