Suddenlink was started in 2003 after Classic Communications bankruptcy. Classic was renamed to Cebridge Connections.
In 2006, Cebridge renamed itself to Suddenlink after completing acquisitions from Cox and Charter Communications.
In 2006 and 2007, the company completed a large nationwide backbone project.
In 2010, the company acquired Windjammer Cable. They also began to partner with TiVo to offer Premiere DVRs.
In 2011, the company began to offer HBO GO and MAX GO programming.
In 2012, the company was the first in the US to offer TiVo Stream.
In 2013, the company was the first to offer the TiVo Mini.
Today, Suddenlink is the 6th largest cable broadband provider in the US. They currently provide service to over 1.5 million subscribers.
The company began offering free family channels in April 2020, such as Hallmark channels, the DIY Channel, the Cooking channel, and many more due to the number of people being quarantined because of the COVID-19 crisis.
In 2014, the company dropped popular Viacom channels because they felt the channels were too costly. Some Viacom channels returned to subscribers line up in August of 2017.
While Forbes lists the company as #331 on its list of America’s Best Employers, customer complaints are extensive.
When hurricane Laura struck Southwest Louisiana in August 2020, Suddenlink CEO stated that they did not expect to fully restore service until mid-November.
The company operates as a subsidiary of Altice USA, inc.
In 2014, the company had annual revenue of $2.33 billion.
Suddenlink was started in 2003 after Classic Communications bankruptcy. Classic was renamed to Cebridge Connections.
In 2006, Cebridge renamed itself to Suddenlink after completing acquisitions from Cox and Charter Communications.
History
In 2006 and 2007, the company completed a large nationwide backbone project.
In 2010, the company acquired Windjammer Cable. They also began to partner with TiVo to offer Premiere DVRs.
In 2011, the company began to offer HBO GO and MAX GO programming.
In 2012, the company was the first in the US to offer TiVo Stream.
In 2013, the company was the first to offer the TiVo Mini.
Today, Suddenlink is the 6th largest cable broadband provider in the US. They currently provide service to over 1.5 million subscribers.
The company began offering free family channels in April 2020, such as Hallmark channels, the DIY Channel, the Cooking channel, and many more due to the number of people being quarantined because of the COVID-19 crisis.
In 2014, the company dropped popular Viacom channels because they felt the channels were too costly. Some Viacom channels returned to subscribers line up in August of 2017.
While Forbes lists the company as #331 on its list of America’s Best Employers, customer complaints are extensive.
When hurricane Laura struck Southwest Louisiana in August 2020, Suddenlink CEO stated that they did not expect to fully restore service until mid-November.
The company operates as a subsidiary of Altice USA, inc.
In 2014, the company had annual revenue of $2.33 billion.
Suddenlink is the worst company ever. Supervisors lie and never return calls when they say they will. Cable service sucks and internet is worst. I hope everyone leaves them and they go bankrupt
Make an example of them for all of the problems they have caused you and every other customer they serve,,,,Sue them !!
I am not sure how Suddenlink is surviving but it is the worst company. People/Departments are not connected. No one knows the connection. I wasted 14 hours of my time in span of 2 days getting transferred from dept to dept or hung up. No one takes responsibility. I was given wrong advices and informed of the procedures but end of the day no one is helpful. I am surprised that are still in business. Most frustrating experience I ever had.
POOOOOR services I would like a supervisor call ASAP. I have been on the phone for three (3) solid hours. HUng up on several times and transferred to the incorrect place many times. One call ON HOLD was 1:16 minutes. YEP ticked off.
I called initally to get a phone jack installed in my home and to have another tv placed in another room… THREE hours later and my BP up…. oh yeah uncalled for
DONT leave an email… I DO NOT EVER CHECK THEM EVER>
Suckylink is horrible. We have problems with the internet daily! The techs that come out never check our line to our pole, even though they were instructed to do so. I hate suddenlink.
Every time i call i wait for long periods of time only for them to hang up. Im so over this company.
the junk mail from suddenlink is ridiculous. The plastic junk mail I get is filling our landfills full of toxic plastic. In this day and age, suddenlink should be ashamed of their advertising practices, at least use bio-degradable products for advertising. I demand to be deleted from suddenlinks mailing list.
I have contacted Suddenlink multiple times due to service issues and have visited the local regional office. I was given a router model that did not work and left me without internet for 2-3 days a week for at least 2 hours each time. A technician came to my residence and told me that it was the faulty router, so I wouldn’t be charged. I was then charged for the service call, and when I talked to a representative over the phone, I was told that a note would be made for that and another would be made to give me a refund for the missed service. Upon receiving my next bill, I again contacted Suddenlink and was told there were no notes about these things. I am disappointed in the customer service and reliability of this company.
They sell lies I been transferred to six different people very rude and never put manager on phone..was told I had the fastest internet and would not have no issues working from home.I’m having issues and all they can say is upgrade to 108.00 package big insult to injury.worst internet service and customer service I have seen in my whole, entire life.messed up part my apartment complex only allow suddenlink..no manager has contacted me yet.
Hello I am also never got our bonus card and when we moved away in March of 2021 we turned everything in and we moved away so in April they took 434.70 for March and April we arrived in Missouri on the 22nd so I have been calling and calling I am told yes they owe us the money back but have yet to received it and we have been calling 2 months get no one to help us get our money back!!!!!!!!
And I have made numerous of emails/calls to the FCC and BBB, but all they do is send the information to Altice/Optimum/Suddenlink and all they do is report to the FCC that the issue is resolve when its not. I had to add that. I’m so done with this.. if they can spend billions of dollars to purchase companies, why not UPDATE YOUR SYSTEMS, WIRING and other stuff that is so old.
Oh! they offered a Amazon card, which I have not received, and I had the service since 07-2020.
Oh! I have not yet to receive the Amazon gift card.
Who did you email.??… I too am having so much trouble by being charged for data I have not even used but they said I did in one day 200gbs bs but nobody wants to help. All they say computer generated so its an accurate bill… bs its not… I been asking for emails to corporate but all they do is give the run around. Can somebody help me here??
I’m reading all of these comments about this company; Altice/Optimum/Suddenlink which ever they go by at the time you speak with them. It sadden me to the core. This company with so many names, if I would have known this was going on, which I knew when I had the service in 2006-2016, and I had all 3, phone, internet, and cable, and the service would go out all the time. Now, I’m back in Louisiana and the service has not changed one bit. I just move back in May 2020, moved in to the home 06-15-2020, which I set the appointment a month in advance from another state. The appointment was set for 6-30-2020, no came out, but they tag it as no one was home, 2nd rescheduled appointment was for 07-04-2020, no one came out to the home, it was rescheduled for 07-05-2020, by the agent. Unfortunately, he came out but could not do the set due to no connection was ever tide to the home. So, I got tired of watching DVD’s, and call another company to set up the television. So, they set the appointment up again and I told them all I need is to install the internet, which was the 1 Gig, come to find out, I wasn’t getting the 1 Gig speed, which was suppose to be 900Mbps, I was getting speed no where near that. My speed was very low, like 17mbps Upload and 24.1 Download, but paying for the 1Gig which I’m still doing to this day. I have made numerous of calls to Suddenlink/Altice/Optimum to fix the issues, which was the internet would go out all throughout the day, very slow speed, which I was paying for the 1 Gig, almost 100.00, they did give credit after you paid the month bill first, which I was reluctantly to pay, due to the service was never working, but my husband paid. They came out to my home numerous of times, and sorry to say this; they just played with the wires, flip the wires, rubbed them down and said it fix. But it worked until they left and it doing the same thing. I really tired of this. And my child needs internet, which we can’t use, I have to take him to the nearest McDonald’s to get on their Wi-Fi to do his work online, and this is so disappointing to me, I’m paying for the service and can’t use it, paying for the speed and getting lower speed, like less than what I’m paying for. They was just at my home trying to get the issue again for the 5-6 time. Something has to be done about this company ripping off the customer so they can stack the dollars, but don’t want to update the equipment/wiring, just do nothing.
I have made serval attempts to contact Suddenlink regarding the visa card promised for switching. They have tried to tell me that i did not pay on time which is not the truth. I have had nothing but problems since switching in January. I was promised a call back regarding it and as of today have not had a call . Tracyat Oneal XXX Hodges Rd Chocowinity NC 27817 acct #07714-25XXXXX-08-9 access code is XXXX
So interesting that you are in Chocowinity NC. I am in Washington NC. Suddenlink has charged us over $400 in data overage charges for the month of mid August through Mid September, just 1 month. The kids in the house are attending school remotely (because of age and health concerns in the house) and we had no idea we were over our internet limit. They did not send an email, a warning, give us a call, send a bird with a note, cut if off, nothing. There is no way that bill can be paid, we do not have that kind of money. Suddenlink’s response to our call, “We cant do anything because the bill is already printed”. Well how else would we know the overage charges without seeing the bill??? How could we have possibly known to call before receiving the bill? If we knew we were over out wifi limit, we would have called! Suddenlink is the absolute worst company I have seen in a long time. They don’t care about any of their customers and poor customer service is the main complaint I see. We are in a global pandemic and they are not even offering any assistance to individuals on a fixed income. No one has ever seen the world like this, this is new for all of us. I am torn when I see these commercials that say things like “We are all in this together”! Are we really though…?? Suddenlink’s webpage is not AT ALL user friendly! They always suggest for you to go to their website for deals and promotions, but the website only allows you to look as a first time customer. It is very unfortunate and actually can be considered abuse of power, because they are almost the only provider that you can get in rural areas here other than digital cable. We are at a loss for what to do next.
After being on the pone for over three hours, my cable is still not working, and I asked for a manager to contact me as they were on another call, no one called me back. The one tech I had at first messed up my tv even worse, and I am about to put a complaint in with corporate, as well as bbb to figure out why this company says they care about their customers and really all they care about is their pocket book. Suddenlink is not a good company at all.
This is not a great company. I emailed the CEO and we’ll see what he says. Just got tired of all the running around with the local office here. It’s ridiculous that customer service don’t know what they are doing.
If you all would like to email him as well or call this is the information for him. Suddenlink is now Altice from what I’ve seen and heard.
Suddenlink
Mr Dexter Goei: CEO
Email: dexter.goei@ alticeusa.com
Telephone: 314.682.XXXX
Thank you so much. I’ve been trying to find a way to get ahold of them. I’ve been on the phone for days. Everyone tells me something different.
Received a message from them in December to contact customer service about my problem of being unable to send email and replying to email. I have been trying to contact them for 3 months now and still no answer. Time to switch service providers.
Contact your State’s Attorney General Office and File a Complaint. I did and not only have they taken my call they are helping me with issues with Suddenlink. Suddenlink is doing Price gouging during this crisis and have raise business accounts.
Your email was MOST HELPFUL to me. I live in SE Texas and I have been having issues getting my problem resolved and I was just installed on 05/05/2020. It amazes me HOW they stay in business at all, considering HOW badly they mistreat their customers!
I was told I was getting a FREE installation and only owed the first month’s payment as I ordered internet/cable in a bundle. When the tech came, he KNEW I wouldn’t get cable, as there had been tornado damage to the fiber optic construction in the major city closest to me, andmy it was currently irreparable. Now, not ONLY do I have a massive DOUBLE+ bill to pay; I cannot use my television even to STREAM my current apps on my SMART TV! And as a 62 yo widow; I am not tech savvy enough to be able to program my remote and telly! And the tech ran OUT THE DOOR practically after installation….and I’ve not been able to use anything at all practically. This is insidious! As a former cable dispatcher for what is now Comcast/Xfinity Cable, I KNEW something was wrong when the tech practically flew out my door!
My advice to ANYONE seeking cable/internet/phone? DO NOT; I REPEAT, DO NOT USE Suddenlink/Altice/Optimum, etc. for your ISP/Cable/Phone Service Provider! YOU WILL REGRET IT!!!!
They won’t stop their junk mail via USPS either. They got snotty and rude with me when I changed to AT&T. That pretty well cinched it. Never again will I go to Suddenlink. Their junk snail mail is not wanted – and they will not stop it.
Yes this company is TRASH and I will NEVER utilize them again….I would much rather go without TV.
I just got told it will be two weeks to turn on my phone; since we were forced (a few years ago) to go with Suddenlink (the only provider in the area) constant problems, but two months ago they shut off my phone because someone said I was moving. when I finally got to talk to a human after many hang ups and disconnections during transfers to “another department” it was determined they made a mistake and would be turning on the phone. that took two weeks.
Now the latest problem started two weeks ago when my phone number was “LOST” I don’t know how that can happen. but after 35 years of the same address and phone number they “lost” it. for two weeks they have promised to resolve the issue, sent out a tech, multiple hours on the phone to be lost in transfer only to start over to last night when they gave me a 24 hours and it will be fixed promise or call and report this “ticket” number. so twenty four hours later guess what still not working so when I called it was a ticket number to a sales office saying I need to “re-install” MY OWN ORIGINAL phone number of 35 years, a number they lost… thank god “my number ” was still available and now it will take TWO WEEKS to re-activate my number… OMG I am beyond angry with ese people.
Horrible experience all along. From hours of waiting on the phone to correct unauthorized and outrageous overcharge, all the way to try to cancel the service and promised all error will be fixed and the overcharge will be refunded or go to next bill. None of what you promise went through. Very rude manager as well.
I will be going to another company. I suggest for all who saw the abuse above and the very poor customer service to do the same.
We, the customers, deserve better.
I know all complaints go to deaf ears and blind eyes, Sad!!
I had internet service with them while I was stationed at a military base in Texas and called a month in advance to notify them when I would need to cancel service prior to moving and was told that they would cancel my service and all was okay. I was moving just a few days after the start of a new billing cycle so after I got charged for another entire month of service I called to find out what happened or if I would receive some sort of credit. The lady I spoke with on the phone said that the person who I spoke with previously should have informed me that when I called to setup the date to cancel, that I would be charged for the whole month, which was definitely not the case. After a very lengthy conversation, she agreed to credit my account back $50 dollars. Well I never received the credit and now after multiple phone calls they are telling me that since there is no notation in their system on the account about the credit, they cannot issue the $50 dollars to me! You would think, given that all phone conversations are recorded, that they could simply pull the conversation from that day and get what they needed but I was informed that they simply “do not have the time” to listen to the phone conversation!
hello it has been 6 months and never had reimbursement on my account for switching from dish to suddenlink and the ad on tv says you will get it in 30 days so why is mine tacking so long,
Someone needs to contact the Federal Communications Commission, the Federal Trade Commission, the U.S. AG, and the Better Business Bureau about this corporation and all their lies and maltreatment of their customer base.
I bet after they deal with economic collapse within their corporation, they will either RISE UP and begin to appreciate their customers (the heart of their company); or they will go bankrupt. Matter-of-fact, I believe I will start a letter writing campaign to these federal organizations today, and I will also include emails to my federally elected officials to get something done about my personal issue with them! And to think I was just installed on May 5th, 2020!!! And cable companies wonder WHY consumers are seeking out streaming cable now??!!!
Nightmare company intahoe region. We had six months NO service, no refunds and sketchy help last year, starting all over again this year. How can they be in business?
By far the worst company I’ve ever worked with in my entire life. We have been paying for 1GB internet service and consistantly get 100MB service and every time I call I get the exact same run around. They will send a tech, they do, the tech says they dont have the equipment to service 1GB where I live but if you dont pay for it then you get under 100MB service. So what the heck do I do since they have a monopoly around here and there are absolutely no other options. Their customer service reps dont care because they cant do anything about it. This company needs to be handled properly by the law because if any other company did this to people they would bo longer be in business but for some reason cable companies are not held to the same standards and they know it. They dont care. We are better off trying to get a hot spot from a wireless company vs ever using this company again. They have had the box exposed and a wire exposed in our alley for the past 2 years, they dont care.
Same sh*t what you had …the worse company l cancelled in Sept. and they still charge me a fraudent company…
Well, I’m glad we’re not the only ones. Unfortunately, suddenlink has a small monopoly here in rural Midland, TX. Our only other option is satellite. While the TV would be fine, internet would be too slow. I’m about to decide slow intent is better than no internet.
However, we called AT&T and bought a package. When the installers (one for TV & one for internet) came out, they had orders to install less than what we bought but the bill was going to be higher. We’re still with sucky suddenlink.
I’m beginning to think the whole TV/internet provider industry is just a big scam. I really hope those who threatened to complain to all those three-letter organizations actually do so. I’d be happy to see a class action suit brought to Altice/Suddenlink.
As we can ALL SEE patrick drahi has NOT changed at all! He buys buys buys and contributes no customer service by firing and downsizing everything but his effing bills! How can this horrible man even do BUSINESS in the USA? He has screwed millions of us out of what is now a utility not just a luxury! WHO is going to stand up to this guy and force him to provide customer service and AMERICAN JOBS?????
Upgraded to unlimited data on August 7. Every bill since then shows a charge for “Data Cap Overage” $105-$180!!! I have called and spoken with someone seven times and went into my local store Tuesday (when I woke up, my service had been suspended because I wouldn’t pay the overage). I had to pay the overage to get it turned back on. I was assured that it would be resolved and I would receive credit for the overages. I was also assured “because I am a man of my word” that he would call me back to make sure everything was ok. One week later and he hasn’t called back…go figure. My online statement has not been updated and I’m sure that if I don’t pay it in full by the next due date, my service will be suspended again. Everyone I talk with tells me the same “yes, you are correct. You shouldn’t be charged for overage.” However, nothing is being done to correct it. I don’t know how these people can sleep at night. If I can’t get it resolved by Monday, I will file a complaint with the State Attorney General’s office, the BBB, and anyone else I can think of. Absolutely ridiculous!
I have been in the military for over a decade now and had to deal with many different organizations. None, I repeat none of those organizations have had customer service as bad as suddenlink. I have only used them because there is no other provider in my area. I have had multiple issues with them over the last year and a half and now they are trying to overcharge me on my bill because they tried to withdraw my monthly bill twice and were not able to the second time because the funds were already pulled. I have called the customer service line over a dozen times and they say that it is an error on their end and they will have a supervisor call me, however, no one calls me. I called the corporate office in New York and now they are telling me someone will call me back again. This has been going on for two weeks now. I will be filing a complaint on BBB and FCC if I do not receive a call in the net 24 hours as they assured me would happen(they have said that 6 times now). Furthermore, I will be emailing all the corporate CEO’s I can find as well. Customer service is the key to leading change in a business, this company must have missed that memo.
Pull up your Suddenlink defections in Zip code 28562 North Carolina. Why, poor service ,TV skipping and interruption . Outside box falling off wall service repairman came and fixed next day off the wall again. Poor assistance from call center. CenturyLink (competitor) much more responsive plus has fiberoptic faster service AND 50% less expense. My suggestion , you better look at your negative consumer feedback and act quickly. We are leaving Suddenlink for good reasons.
here’s one for the books: I am an Optimum customer in NY. I am also a Suddenlink customer in California. They are both owned by Altice. I was charged an outrageous amount by Suddenlink on my last bill. Want to call them. I have tried 8 times. 8 different numbers. EVERY SUDDENLINK NUMBER GETS BOUNCED TO OPTIMUM — THEY CANT HELP ME IN CALIFORNIA.
AAAAAARRRRRRGGGGGGHHHHHH!! Altice’s main corporate number on Long Island is a rabbit hole. No escape. No person. The CEO is Dexter Goi. He should be mortally ashamed of himself.
I have tried to cancel my service for months on end, but they keep charging my account. I verbally cancelled and it was ignored. Worst company I have ever dealt with
Been without serves for 8 days, tech came out 6 days ago pulled the wires out of the side of the house pull them apart and left them that way, everyday you say your sending out someone to fix it, they never show, called and had another appointment for today no one showed again, when when we call and asked why no one showed they said we didn’t have an appointment, after again they said , No one was home, we were here all day waiting on the tech to show up, now they tell us some one will be out on Monday, is this dome kind of a joke????
I am still trying to get all my services after 3 weeks and 3 days!! I have been to everyone and through at least 10 tech’s and they suspended my service accou three times so far !!! Supervisors managers are totally incompetent!,!!
I started out a nice person but not now!!! Stressed beyond belief!!! Everybody is going to change companies! 9 out of 10 people in sudden link office today turning in the equipment! That is terrible ! Any suggestions! I want a reply!
The customer service with this company is undeniably the worst I have experienced. Long waits, unprofessional reps, never any results from a call or email. Billing is horrible, always something in question like added expenses or the common monthly service safe guard that just randomly shows up after a few months. You almost don’t care to dispute it because of the pain you have to go through to talk to someone to get it resolved. Unfortunately, in my area internet with suddenlink is somewhat a monopoly. Looking at other forms of internet with just increasing data for hotspot off phone to supply smart tv’s and computers. Cheaper and certainly easier to manage that way. Any other ideas out there? The irony to use Suddenlink’s comments section to find better options.
I’ve had a billing issue for over 2 months now. This company is abusing their customers through a bad billing model. I’ve filed with the BBB. I’m filing today with the FCC. And I’m documenting every complaint from customers for a class action Lawsuit. This is unacceptable!
As a provider of communications Suddenlink is obligated to the public from which they take money to provide said communications (tv, internet, phone services) to provide the service as purchased. Therefore, when they are NOT doing so it is beholden upon us as consumers to report them to the FTC and FCC who are charged with the duty of overseeing these kind of situations. Suddenlink/Altice are committing fraud if they are taking money and not providing the service. Go to FCC and FTC online to make your complaint.
Have not received a bill or text with billing amount since August. Came home to find service turned off. Paid what they said despite having no bill. Internet and Tivo never came back on. It has been over 2 weeks. Have called over a dozen times. On hold typically for 2 hours. They sent a tech out last weekend. He replaced my modem, said he had to go to another appt. and would be back in 2 hours. Never came back. Still no Tivo or internet. Finally got an email bill and text today 2 months late. It shows I am past due, no record of the $204 payment I made last week. No credit for the 2 weeks of no service. Have a tech coming out again this Saturday. LOL lets see if he can make things work. I wonder how Suddenlink would feel if EVERYONE with a problem just stopped paying for a service that they aren’t getting. Last time I checked its fraudulent to advertise a service and charge for it then not provide it.
I had NO service from Sept 7 till Oct 9 with No Adj to my Bill Recieved 2 Bills since still NO Adjustment
Dad lives at XXXX Appleby SAnd Road, Nacodoghes Texas (Its in Appleby) No TV for 17 days. Horrible customer services. Tech’s are unexpericed idiots and only bring a new box. ITS NOT THE BOX!! Construction down the street and they never checked to see if line is cut!! On hold for over 2 1/2 hours each time I call. Call back was supposed to be 11:00 am this morning. NO one call back. Another person called and a Tech was supposed to come out at 5:00pm. Never came. Terrible service!!!.
The training and cooperation between are nonexistent. I have been attempting for 3 months to get a landline phone no from my cell phone. They agreed this is possible. Apparently, it is not because NO ONE can do it. I go into the office every week. They can do nothing just stare a computer screen and type which amounts to nothing. Hang online for hours. When the service men come out they stay online for 1.5 hours until they must leave for the next job. Going to another carrier.
F**k you company!!!!! It has sh*t service and can’t get any support!!!!! Your company sucks and I will cancel your crapy service!!!!!
My System box lost data. This is a second time in two weeks. I went down and got a new box and data was lost again today. I called customer support over a 4 hours ago and still no call back! And no service!!!! This is unacceptable !!!!! Tell me why Im paying for Crapy service? And why should I stay with your Crapy Service??? Still waiting for service to get fixed!!!!
account # 07707-227346-04
Worst service ever
Been waiting for a land line hook up for 3 weeks service tech here 3 times still no phone service no response to numbers to call Time to run them off the planet
The WORST company to deal with! They NEVER answer the phone and when they do, it is the wrong department, these people are a bunch of f-ing idiots! We termed our service, received the shipping label, returned items to Walgreens (FedEx) pick up point. Then months later decided to reactivate service, they immediately charged us for the equipment from the last time we had the service. Required proof, we then sent the tracking number, screen shot of shipping slip, the called in they said all was good (after two hours of being on hold) next months bill had the same amount listed from equipment fee. Since then, it has been weeks calling in and being placed on hold for HOURS with no response. Recently they ALL of our local channels! I hate being with this company and will find a replacement! Please call me at 614-806-
I COMPLETELY AGREE. NEVER IN MY WHOLE LIFE HAVE I DEALT WITH SUCH INCOMPETANT SERVICE. I’VE SPOKEN TO AT LEAST 15 PEOPLE TO NO AVAIL. I HAVE BEEN WAITING FOR 3 WEEKS TO GET MY BUSINESS NUMBERS TRANSFERED, TO WHICH THEY CANCELLED IN ERROR, THEREFORE I LOST MY BUSINESS NUMBERS. EACH SUPERVISOR, MANAGER, AND EMPLOYEE HAS PROMISED TO FIX THEIR ERROR BUT NO ONE CALLS ME BACK OR EVEN FOLLOWS UP. WORST COMPANY EVER.
Same here. Cancelled cable then got charged for equipment on our bill. One was 350$ another for 150$. Went in and returned both pieces where I got a receipt with both serial numbers showing I returned it. Afew days later the 350$ came off and the 150$ stayed on. Went back to return center where she wrote up a ticket to her supervisor to get the 150$ off. It never came off. Week later she says I have to contact billing to get it off that she couldn’t do it. After an hour I get billing where they tell me they have no proof on their end that I returned it. He wants me to go back into the office. I wrote the BBB to look into it. Looking into small claims now.
I want to know how my bill can jump for $101.87 to $137.00 7/2/19 to $238.87 7/2/19 to $387.73 to $417.73 8/01/19 to $440.86 9/1/19,when my actual bill is 189.18. I’m tried of being put on hold and then they hang up are they call you back in when you answer the phone they charge you a $10.00 fee for doing nothing about services. I had my cable TV reconnected on 6/26/19 an the tech did not do his job right there four after three tech’s the third tech told me what was wrong but he couldn’t repair. The fourth tech can in did the repairs correct it took from 6/26/19 to 7/2/19 before my family could watch TV. now my bill is $453.98. I never missed a payment or late paying my bill I feel like everyone else feel that suddenlink is taking advantage of its customers in that they need to be exposed for the injustice. I’m only going to pay the $189.18 for this month 10/01/19.
Did you ever get this situated. We’re in the same boat and have no idea what to do I can’t afford to live because of it
Why isn’t there a place to file a complaint about your customer service agents? Our acct # is 07701-129921-01-9 (the new altice bill) I find it totally inappropriate for a tech to say “Well sometimes you just get what you get” when he couldn’t resolve a tv issue. Bet I couldn’t get away with that when paying my bill could I! I did not receive a bill two months ago; don’t know why. Then got a double bill last month and called to ask to have the $10 late fee removed. All the agents I spoke to were not very nice. We have been customers 13 years and pay our bills on time. Would appreciate someone looking at this and responding in a timely manner.
Respectfully, Pat and Roger Artz
l1950@ live.com. The worst company providing phone, internet and security EVER! Never can get in touch with anyone who can help! Wait times are totally inconsiderate!
Joke Joke Joke
Called the highest possible person I could reach for altice. They assured me id be getting a call back. STILL WAITING. Wait times are 20 mins or more. People cant help you once you reach them. Constant increase on Bill’s generically justified as “Rate increases.” F**k suddenlink. I’ve been a customer for 10 years and they’ve outsourced their call centers to other countries. it’s all about the money. All I want is to speak to a human!
No show service call… that should be enough said!? I feel violated as a paying customer. In addition, I am being over charged for technical issues taking place at my home which have been reported. I have contacted the CEO Dexter Goei regarding these customer service violations and inaccuracies. I expect to be contacted back on these concerns.
Wow!! Reading the ratings I would have to agree. You’d think it would matter to a company what it’s customers think of the way they are treated. I have been a customer for over 2 years. I have had internet only but recently decided to get cable as well. The lady who helped me with my upgrade was awesome. She set up the install for 9-16-19 since this was the beginning of my billing cycle. On that day just after my appointment time I received a call from the technician stating that he could not do the install because of a system outage that would cause me to lose my internet service. He said he would reschedule me for two days following. On the day of the install I tried reaching out to Suddenlink concerning the install. I tried for 2 hours to reach a person( always sit forever on hold while they ask for your patience), I never got a hold of a person but finally logged on to find out I had no scheduled install. The tech just cancelled me and didn’t bother to set up another time as he stated he would. I tried calling his number and he wouldn’t answer which wasn’t surprising. Finally I did a chat with what I am sure was a computer and was able to set up another install date a whole week and 1 day after the initial install day. As I type this I have been sitting on hold for 45 minutes so far with no-one even attempting to talk to me. This company is absolutely horrible!! I am baffled by the overall inconsiderate behavior and lack of concern for their customers!! I know the real problem is for now they are the only game in town where I live but I can promise as soon as there is a better option I’m gone!! Suddenlink, you need to wake up and take care of your business!!!!!!!! 0 stars from me!!!!!
Suddenlink company is charging for internet speeds of 100mbps and you barely get 51 Mbps. When contacted they said that it is in the 50-100 area and that is all you can get and they can charge you for that. Also, with service, it is down consistently and when contacting customer service you are on hold for an hour and a half before anyone will answer the calls. Majority of the time they hang up on you when you get through and you have to turn around to call back. The majority of SuddenLink customers have complained about these issues but nothing is done. I have spent 8 hours on hold yesterday with nothing accomplished. I feel that customers are not getting the full services that they are paying for.
Bill 2019-09-14
Cable TV has been out for three days at the 71730 address. The account has been checked several times and no outages noted although outages all around the region have been noted. All checks and procedures to remedy the situation have been done at least twice without restoration of service. I called Tech support and was placed on hold for an agent. Soon the message was came that wait times were running longer than usual. I waited 30 minutes before ending the call. I have called several times over the past three days getting the same scenario and waiting at least 15 minutes each time before ending the calls. Tonight I waited on line for 26 minutes. I started a chat session while on hold but the person on the other end was no better than the FAQ’s and other documents they want you to read. The chat was asked and opened a line to an support agent but it too became a wait que that I stopped after 16 minutes.
This is ridiculous; it is no tech support at all. Whatever the situation at Suddenlink, resources for tech support need to be available in a reasonable wait time within 24 hours unless Suddenlink has gone out of business. I see no reason to pay for the outage days. Most importantly contacting anyone in corporate is literally impossible.
Seriously tho…probably the worst everything. Outrageous.
First, I just want to say that suddenlink is HORRIBLE!!!!!!!!! I have never experienced such awful customer service, and even the actual service from suddenlink is HORRIBLE!!! No one in customer service ever knows whats going on, they all tell you different things, when you try to talk to a manager they won’t even let you do that!! They give you items that don’t even work, in which a customer service representative actually told me that the box that I have is faulty and everyone complains about it. Yet, NO ONE DOES ANYTHING ABOUT IT!! I am completely irritated with the whole company. The “supervisor” who you think would be more professional.. is not, and he didn’t care either. If you have any choice I would stay FARRRRRRR away from suddenlink! I mean FAR AWAY!!!
I am a customer in Bryan Texas, 3016 Positona Loop 77808
I had internet and cable installed on 8-11-2019 and yesterday they turned the service off. It seems that when I paid the installer with a check that was the wrong thing to do. I was asked for a check from the installer and it seems that the installer only turns in checks ever Friday, so because of that my service was turned off for non payment and I had paid them , but the check was floating around in there system and so they said that because the check had not been posted , too bad
I have a temporary cable laying across my sidewalks and driveway, that has been there for TWO AND 1/2 HALF YEARS, can you please call me @469-223-XXXX my name is
Charlie Carey
Dear Mr. Dexter Goei 8/14/19
Chief Executive Officer, Altice USA
RE: Sudden link deplorable Service
Account # 001-8630-010220206
I am New to Texas and Got your Service in March 2019. From day one I have had problem after problem. The customer Service dept is incompetent by not writing notes when you have an issue. The Outages are numerous and since inception I have had tech Support out to my home 4 times. That’s absolutely unacceptable.
On 7/11/19 I was promised a credit of $31.94 for the 2 weeks outage. Then after they asked me to pay the remainder after the credit and balance of $60, they charged me a late fee of $10 for not paying bill in full. I was following CS instructions. But when I called back getting the next bill, of course , the horrible CS did not write the notes and they will not remove the total of $31.94 Plus the $10 late fee. They have credit me a minimal amount that Is not going to be tolerated.
Check out this site of yours, and see the hundreds of complaints about your terrible service and customer service. https://corporateofficehq.com/suddenlink-corporate-office/
I am insisting you refund my account the total amount of the $40.94 promised.
I am appalled your company is still in service? If I do not get a response in 10 days I will report this company to the FCC. This is my formal complaint to you as CEO and I will forward a copy to the FCC.
Sincerely disappointed
Roseanne
I have been struggling with our city’s franchise cable TV/Internet/VOIP provider[Suddenlink] for over a year now. They were excellent until Mar 2018. Since then their service price has risen 35% and the quality of the product has become a joke.[besides bit rate at 8% of promised value] This week I had 15 outages in 4 days… Phone and Internet. A service man finally came out a week after the initial request he replaced the modem which promptly failed so he put in another modem which is much worse than the original and no longer provides battery backup for the phone on power outage. A new service trip was scheduled for the 2nd… no one showed, rescheduled for the 3rd… no one showed … scheduled for the 5th now. In talking with phone rep he denied any change until I told him I had screen shots of the changing appointments, I will present this information to have the franchise ended ASAP!!
For the past 9 months this shi**y company has f-ed me on every turn. In Sept I had NO service for 15 days . Before Thanksgiving till after Christmas it was only on 8-10 hours a day if we were lucky. Took over 2 months for a Tech to show up and this sh*t worked for a week and went back to sh*t. So here we go again from end of January till April it went back only being on 8-10 hours a day. Tech comes out here about 6 weeks ago and said my modem was outdated. HOW I HAVE NO CLUE BECAUSE IT WAS PUY IN BRSND NEW OF AUGUST 2017..but he changed it out and still isnt 100%. I’ve asked for credits to my bill which I never recieved. I always paid my Bill’s by the 5th of each month because of my disability.
Well once you put in the other piece of sh*t new system in January my bill has been due by the 29th and you shut me the f**k down and kept telling me I owe you $175 which is bullsh*t because you actually owe me. So the last 3 months after they shut me off and I have to waste 3 f-ing hours trying to fix the problem only to be f-ing disappointed again on the 29th because you shut me down again after fixing my due date back to the 5th.. Which come to find out again they haven’t fixed a f-ing thing. I admit I missed one OAYMENY BECAUSE IM NOT OAYING FOR A F-ING SERVICE THAT WAS OFF 50 % PERCENT OF THE F-ING TIME. So now one of you Rocket Scientist Supervisor tells me that they’ve given me a $30 credit and a $50 dollar credit. So if they did and I’m paying $75 a month how in the f**k do I still owe $175 dollars still ? And in almost 2 years I never recieved a bill paper or email until last month and wasnt worried about it because I paid it like all my other Bill’s and call and make a payment.. BUT DAMN .. YALL HAVE SHUT ME DOWN 5 TIMES IN A LITTLE UNDER 2 MONTHS. GET YOUR SH*T RIGHT AND I WOULD LOVE TO SPEAK WITH SOMEONE THAT HAS COMMON SENSE AND NOT A MCDONALDS SUPERVISOR..
MY name is Marvin Dunn
Kinston NC 28504
MY # 252-273-XXXX PLEASE CONTACT ME
Nothing but idiots working for Suddenlink, guess we can be thankful they don’t work at any e.r. Please, do you happen to have the number to the corporate office.
Thank you
Tony
Set up service with Suddenlink on 1/10/2019 payed teck with money order as I was told to do by the sales rep. Received first paper bill that was supposed to be for the second month payment and it showed a past due bill ???? so I contacted customer support and come to find out the first payment given to the teck was not posted they could not find the money order or the teck ???? I wanted the tecks information so I could file a theft report and of course they would not give it to me . Suddenlink told me not to worrry about it and to just pay the second bill amount until they find the money order and the teck. So I payed the second bill online . The money order finaly showed up and was posted after the second bill was paid . SO anyway I paid on time every month but guess what my Promotional gift card of 150 had not shown up after the 90 days of no late payments so I called rep told me I had a late payment no sir I do not your co lost my first payment and it did not post until after the second payment was due he said yes I see that same rep told me wait 2 weeks because that set my promotion back a few weeks so I waited no card called again was told card was sent out so wait on it well 2 weeks gone by guess what no card. So I have a feeling after reading a lot of the posts the promotional cards are not actualy given to anyone so maybe a class action law suit is due I am not kidding . I am writing the CEO and posting anywhere I can about my experience this is ridiculous for customers to be treated like this . I kept up my end of the bargain and have paid on time now where is my as promised promotional gift card. class action law suit anyone
good luck getting help. Customer service wants you to do all the works have 4 remotes they told me to go get another one. I wanted a tech to come and set this junk up. It takes two remotes to work one tv. Other one is not right most useless company I have ever dealt with
Exactly, this customer service is disgusting, they do not give a sh*t about any of us.
For a month I have tried to find someone responsible enough to get Suddenlinks cable off the ground in front of my home after a tree fell and took it from the air to the ground. It is disvaluzeing my home and I am a senior citizen that will not rest until Suddenlink puts it back in the air. They rent air space from the local town and attach their cable to the electrical post, but now it is just hanging in front of my home down the ditch and out into the road way.
Lawyers and public formats are next so someone need to take this complain serious. I have photos.
I have phone records with no real solutions being offered.
We live in North Auburn (Christian Valley), California. We have the cable/Internet/phone bundle. Internet service in our area has become entirely unreliable. Not only are outages routine during the day, we now lose our connection EVERY night at approx. 9:00 and don’t get it back until some time the following morning. This means, of course, that we don’t have telephone service for those periods and occasionally we lose cable as well.
Suddenlink (so-called) customer service has been absolutely useless in this matter. My husband talked to a repair tech working on the pole outside our house who told him that Suddenlink had stopped spending the money required to maintain even adequate service in our area and had let the equipment deteriorate (they also closed our local office). In other words, they made a deliberate decision to stop delivering the service that their customers in this area pay for. The tech claimed they were trying to address the problem now by hiring new techs and making the necessary improvements to their antiquated equipment. So far, the situation has only gotten worse. The residents in our area who are able to do so have been moving on to Wave. So far that has not been an option for us or we’d be gone, too.
I now intend to take this matter up with Altice USA, Suddenlink’s corporate owner. I also will be filing complaints will the appropriate public commissions. (There is even talk in my neighborhood of a class action lawsuit.)
This is without a doubt the worst service I have ever received in my life from anybody anytime anywhere. The communications industry enjoys the highest profit margin of any industry in our nation (around 20%). There is absolutely no excuse for this utter lack of customer care and service and the utter disregard for the customers themselves.
Dear Sir,
I received a notice by email (attached) that on April 9 that I had used 70 percent of my data. My package is 200 gigs so the gigs used was 140 at that point. This left 60 gig for the last 5 days of the billing cycle. Which should have been plenty. We use our unlimited phone data for browsing. And except for limited e mail the only thing we use the modem for is streaming TV. You can imagine I was shocked when an additional $120.00 was deducted from my auto pay account for 8 additional 50 gig purchases.
According to Suddenlink documentation, we used 140 gig for the first 25 days of the billing cycle and 460 gig for the last 5 days. It is impossible to use that much data streaming TV. On average a high definition movie uses 3 gig, so if we streamed high def movies for 24 hours we would consume about 36 gig. Your documentation states we used 92 gig a day for the last 5 days. It is impossible to use 92 gig a day streaming TV.
I called customer service and while the girl was nice, she wasn’t very knowledgeable and could not grasp the numbers I was giving her. She just kept repeating that we went over. I asked to have a supervisor call me but a phone call was not received.
I signed up for Suddenlink cable originally in 2012. I took a plan that I thought was a business plan with unlimited data. I was surprised to find out that I had a residential plan. After all, I had the cable TV sent on one bill and the business cable modem sent to Tims Techs LLC.
I did talk to a supervisor prior to my call with the customer service girl but I did not have all the information at that time. He was rude and would not address my issues. No one has yet explained how we could use 460 gig of data in 5 days. If you weren’t the only provider in this area I would have already cancelled. And when another arrives I will unless my issues are resolved and my questions are answered.
So all I received was one email stating I had 60 gig left for 5 days. No text, email, phone call or any form of communication that I had exceeded my limit by over 400 gig. Just a nice surprise deduction from my checking account.
Tim Grugle
account 002-8611-30647XXXX
I havebeen with suddenlink for many years. I am paying over 100 a month. I have poor service, the customer service is rude, they dont care about the customers. I had a tech tocome out 9 weeks ago and put in a temporary cable outdoors, I was told someone would come in the next two days to hook up permanent cable and bury it. I have called 7 times, 7 times I have been lied to. I am so done with suddenlink. I have walked out of their office twice with tears in my eyes from the treatment I recieved. I have a cable running across my yard, I have tripped over it and have to move it to mow. When I do trip and fall or anyone else and there is an injury, there will be a lawsuit. I am looking for another internet provider. Im am DOne.
I have been with Suddenlink since 8/14/2008 the first time. Left for 2 years and restarted service on 3/14/2013 to current date. I have been mostly happy with Suddenlink UNTIL last year. You began changing my payments. ONLY 5 months out of 12 last year had a repeat amount of the same payment.
However, the problem I am currently complaining began on 2/20/2019 when all service (Internet, cable and phone suddenly went off. Suddenlink advised “Interruption of Service”. Would text me when resolved. Text at 7:01 a.m. the next morning “Service Interruption resolved”. From that point on everything went off rail. I have called, called & called and no satisfactory resolution. In fact, I do not even know what they are adding to my bill other than a service call on 2/25/19 which I was advised in one phone call that, upon my request, it had been waved. This is far too lengthy to explain in this note. Therefore, I would appreciate very much if one of the Customer liaisons who support your Chairman & CEO would call me at the number listed on my account. I hate having to contact the Corporate Office, but have tried everything else and have been transferred, lied to,hung up on, and told I would be called back and wasn’t. I do not want to spend another month on what is suppose to be a pleasant pass time fighting with Suddenlink. I will be happy to provide my telephone number or my account number in a private email, if needed.
You know it’s a shame { stinking link } charges $ 10 dollars just to talk to a employee, to get some thing done. The automated system doesn’t help all the time, you need to talk to person and you have to rip us off just to call you. when there is a competitor and they have a good deal i’m gone Stinking Link should refund everyone of it’s customers for every time they got ripped off for a $ 10 but we all know that will never happen. so every thing I just typed are wasted words …….
They are the worst I’ve ever dealt with. I had better service in the middle of nowhere than I have here in a suburb next to a city. And they refuse to fix it because I don’t remember one stupid little thing they ask but have all the other information including the access code.
They know the service is crap and they don’t care.
absolutely the worst company on planet earth. they couldn’t care less about their customers. this company should be shut down. we pay our hard earned money for a service that never works and now rates are increasing. karma will catch up with this company. so f-you suddenlink, your customer service, your techs, etc. absolutely awful in every way. yall should be ashamed for what yall do to your customers.
I just purchased property at 4982 st rt 534 newton falls, oh. On this property is a phone station. Please contact me about this matter.
Thank you
Well we had a little wind storm on Wednesday. Notice cable and phone wires hanging down in between the house and the pole. So I called suddenlink, tried to get to the tech agent, but instead of talking to a human all I got was a recording saying there was an outage in my area and I could get a call when it was corrected and then I was hung up on. NEVER is there an option to report a problem or speak to an agent regarding a tech issue. I proceeded to call back 5 times got the same results so I decided to call again and push another department, billing still no agent so then tried the cancel services option where I FINALLY got a live person, who took my information then transferred me to the tech group who again took my information held me on the line for 15 minutes before I asked how much longer. The tech replied with, “you have something else to do?” seriously? He said he would complete it and get someone out. Didn’t hear anything back so I started the process over again Thursday morning. Had to go thru the exact same process because still no option to actually speak to a tech. Again my information was given and taken then again I was transferred to the tech group again my information was taken and given. By this time I’m beside myself at the complete inadequacy of these people. I asked if they had the information from the call I put in the night before and wasn’t surprised to hear that there was NOTHING noted. Now they tell me they won’t be able to fix the issue until the 26th….and its only the 14th. You had some witch from customer service, term used loosely, call just to basically tell me they were not really concerned with my issue and its ok for me to have no service for over 2 weeks. My fix might take them 20 min. I don’t know how you can advertise you have great customer service, because you don’t have a clue what customer service means. You’re going to try to bill me and since I do automatic payments so you don’t collect for doing nothing for me, it’s going to be a hassle but I’m going to close my checking account so you won’t charge me for nothing any further if this issue is not resolved well before the 26th. Yes I’m going to the BBB and file a few complaints there. One for false advertising and one for zero service. I’ll also be contacting the folks in corporate. I’m a VIP customer which I thought actually meant something, however it obviously means nothing to you. I have a day job and also work out of my home, now I cannot even get my marketing out unless I go someplace other than my own residence and I have to do that for over 2 weeks???????????????? You people are ridiculous!!! This is insane and I have no idea how you stay in business other than most folks just don’t have a choice. Well thankfully I do.
I Haven’t Has An Issue Until Now.. I Went To The Local Office And Added Safe Guard To My Account, I Thought The Issue Was With My Internet, It Was With My Roku With Me Moving It From My TV In The Bedroom To The TV In The Living Room. The Sudden Link Tech Din’t Do Anything Cause The Issue Was With Roku. I Call Sudden Link To Cancel The Tech From Coming Out. I Speak With A Customer Service Rep Who Was Misleading, She Brought Up Canceling Safe Guard Assured Me That I Wouldn’t Be Charge, She Said You Want Be Able To Get It Again Until 6 Months. I Said Okay. I’m Stuck With A $65.00 Bill That Should Be Written Off. I’m Very Disappointed. I Called 4-5 Times And They Tell Me It’s Nothing They Can Do.. Michelle from The Local Office Told Me Not To Cancel And That I Would Be Charge.. Why Would I Cancel Safeguard Just To Be Charge.. That Doesn’t Make Since AT All.
I went to the local Suddenlink office after numerous calls. The young woman was busy yawning and looking at her computer screen. I had not given her information so I knew it had nothing to do with why I was there. After explaining why I was there she said she could see the problem but there was nothing she could do to correct it. She did give me an 800 number to call. I called that number and spoke to some who could not help me, I asked to speak to a supervisor. My bill was $153. After a service call which they charged $60. for my bill went up to $253. They told me to pay the $253. and next month the bill would drop to $124 for that month. Little bit of a difference but the idea is why? The man was going to check and see if I agreed to pay for a service call when they told me there would be no charge. He PROMISED he would call me today. Guess what, no call. Guess I need to start writing letters and making more call. How does our elected officials let companies do the to people.
I’m retired on fixed income. $167.02 is my monthly bill for basic cable, internet and phone. no movies or specials. I called them right after I retired and asked them for help on my bill. I’m 71 and living on SS alone. They did lower my bill by $10. BUT, I have to call them EVERY month to argue for $10. WHY???
I called today because I got my bill again…………….NOW, THEY WILL CHARGE
YOU $10 TO TALK TO CUSTOMER SERVICE.
WHEN WILL THIS GREED STOP…………WHAT HAPPEN TO CUSTOMER SERVICE!!!
BTW……..
Dexter G. Goei CEO
Suddenlink Corporate Office
Altice USA, Inc
1Court Sq. West
Long Island, NY. 11101
Write him………I am.
I just received a bill for $100 over the regular bill which had just increased last month. There was a charge for $60. for a service call. My phone had static and the caller could not hear me. I changed the electric plug to different sockets. Did not help. I bought new phones. Did not help. Called the service office. She was very polite and scheduled a service appointment. I asked if there would be a charge, she said “no”. A very nice service man came out. Checked the house and could find nothing. Went out to the garage and said the installer had not tightened a connection very well. I asked if there would be a charge and he said “no”. I called the local Suddenlink number. Told the auto voice I was calling about my bill. An automated voice said there had been changes and to check the bottom of my bill and then they hung up. I called and talked to someone in technical and asked for supervisor. I was hung up on. I will go to the local office today. If I do not receive help there I will contact Facebook, newspaper, T,V, channel 3, Yelp, Attorney Generals Office, B.B.B., FCC, AARP and any other source I can find. I am 75 years old and have a lot of time on my hands. I do have other options for service and I will be checking into those.
Instead of paying your bill, use the money to put your complaint in your local newspapers. If enough people do this, then they might just pay attention and quit neglecting their obligations to the consumers. Post your complaints on Facebook and every outlet you can find. Power in numbers! Also, send your complaint to the Attorney General’s Office. There is an easy form you can fill out and will only take a few minutes. Take action!
On 2-22-19 Tech came and installed an HD box. It wasn’t until I went out to get my cat I noticed the damage they left behind. My cable box on the outside of my house looks as if it had been vandalized. The door to it left thrown on the ground. They left cables in the yard and driveway. I have called EVERYDAY. The set up a time for them to come out but never showed on any of the appointments. Today is 2-28-19 and still no one has come to view or fix the problem. I am filing a complaint with the photos I have taken with the state’s Attorney Generals office. I am going to take the money that I would have used to pay the bill and purchase an ad and put the pictures in our newspaper. Suddenlink does not care about their customers and trust is gone. It’s been a week now. How patient do you think I have to be? Done and will fight. This is wrong! Suddenlink must be held accountable!
Wow, what a company.
POOR, poor, poor customer service-from being placed on eternal hold from their support to being charged for equipment I don’t have-and never did. Do NOT, I repeat, Do NOT waste your time, money or patience dealing with their product and/or company.
Hi yes my name is Isabella Gulczynski.
I live in Abilene, Texas where I have just downgraded my services to internet only.
Your customer service representatives have yelled at me, have hung up on me in the middle of a phone call, have billed me wrong especially for this month and right now I have been on hold trying to contact someone about my billing issues for this month for about an hour now. This is the most horrible customer service I have ever experienced with internet that doesn’t even work half of the time nor the cable. You guys charge outrages fees. Your technical support guys come to my house to bring an altice one even though I specifically called and requested for an internet box only no tv. You have rude customers service people here in Abilene for suddenlink. This is really stressful for me right now. I’m having a hard time trying not to sue anyone for this outrageously wrong bill and bad customer service. No manager was able to talk to me or help me either. Poor poor company.
I have had the worst experience with your company. A pole that your line is attached to is falling. Electric company put in a new pole and moved their lines to new pole as did telephone company. Suddenlink has been scheduled 3 times to move their lines and to date still have not come. They cannot remove pole until suddenlink removes their lines. The pole is ready to fall on our home. Your employees that answer phone except 1 have been extremely rude to me and said it was my problem. Please help I know this can be resolved without going through public utility commission.
I have been being charged monthly for the past 12 months for use of suddenlink modem and we don’t have a sudden link modem, we have our own. called regarding credit for this and requested to have TV service turned off for 2 months in a row. I was still charged again for TV and the TV still wasn’t disconnected my original call was in Nov 2018. Again Italked to rep on 1/14 about fixing this situation was told to call back on 1/19 and I should see the retroactive credit. called on 1/19 wanted to pay my bill with the corrected amount. Rep said TV services aren’t turned off I was charged still. and at that point we both noted that I had been being charged for use of their modem and she applied for credit review regarding this, which was denied even though this was their error. Well, called again today 1/24 because my bill now shows $807.24 owed. Asked for manager right from the get-go because at this point it’s ridiculous. Myra refused to transfer me after I told her I was calling about my bill. after 25 minutes I got a supervisor not a manager. Jaquavius, supervisor, just wanted off the phone you could tell talking to him. Also had to ask him to speak more clearly and to slow down his talking because he was talking way to fast with a mumble and we all know through a headset is not very distinguishable. He couldn’t give me an address to return my DVRs, kept telling me he would send someone out and charge me $50 dollars for pickup. I was offered a website address the directed me to page that didn’t work after I said I wasn’t paying a $50 pickup fee. After which he told me to use the PO Box where you send your bills. I asked him if accounts receivable accepted returns? I wasn’t being a “smart a**, I was being serious, I couldn’t really understand the response I got once again because of the mumble. by this time I was very upset and irritated. I asked what area the call center was in and was told Mobile, AL then he dropped me back to the call cue to be hung up on after I requested to speak with someone higher up then him. no one stopped to get the DVRs (when they turned the service off finally at the pole which is right across from my driveway), no one called at our designated setup call time to discuss my bill, no one turned the services off when they were supposed to, no one refunded my money. Jaquavius, when I requested to speak with a different supervisor, sent me back to the main call cue after being on the phone for 54 minutes and 37seconds and then I was hung up on again for the 3rd time today. The first time no one even said a word dead air space on line and when I said hello, I heard “click.” On the 2nd call got the same dead air space, said hello again and Cynthia hurredly tried to get the suddenlink welcome out of her mouth and fumbled it all and I am assuming she hung up because she fumbled the greeting.
To quote from above;
“Roxanne Bevilacqua December 5, 2018 at 6:01 pm, “Sounds like we need to file a class action lawsuit.”
I think this is warranted and will be looking into what to do about this from here.
I will be submitting this info to the BBB, FCC and local news stations. hoping to get some sort of resolution. I have had several tech calls because internet is constantly going out or cutting off. I live in a rural area and this is only 1 of 2 choices available to use and my schooling is all online for the higher-level degrees. This is ridiculous.
Meadow Vista CA. My internet has been out for 3 days, I work from home and cannot work without it. Absolutely not acceptable! My cable is still laying on top of the ground, We have been battling for over a year for them to come and bury our cable. Every time I call someone assures me they will send someone out. The 3 days without internet Ive talked to numerous supervisors, agents all telling me different stories. Nodes out, try resetting modem. Outages reported in the area, can’t tell me anything else…fed up! Ive called the CEO, of coarse you can only leave a message. Next BBB, FCC.
I have been battling with suddenlink for over a month and a half. I set up new service at my home, I have not been a suddenlink customer in over 20 yrs. Well they have transferred the previous tenants balance to my account and says I have to pay it or else I will not have any service. They argue with me that it was a transfer of service which it was not. The former customer had the same last name they called and had service disconnected and moved out of the house and relocated to another state and I moved in.
I am at my wits end with all of this. The last conversation with suddenlink in Texas was that it is what it is and that is all we can do. Why am I responsible for someone else’s bill. I am ready to cut all ties with Suddenlink.
Sounds like we need to file a class action lawsuit. Should know better than to charge me for something I did not request and then Janea (Retention Dept.) told me I needed to calm down. I was not using the “F” word yet, so I was calm.
Suddenlink has been charging me for sports channels and I did not notice until now . Not to mention they never sent me my promotional gift card and keep giving me the run around on that. Class action law suit was they need
I HONESTLY FEEL DISCUSTED WITH ALL YOUR CUSTOMER SUPPORT STAFF SUDDENLINK, I HAVE BEEN WITHOUT TV FOR ALMOST A MONTH AND SOME ODD DAYS OVER NEEDING AND NEW TIVO BOX BECAUSE MINE WONT EVEN TURN ON &THEY BEEN OUT MY HOUSE 4-5 DIFFERENT TIMES NOW AND HERE THE GREAT PART SUDDENLINK TECH CANT EVEN EXSPLAIN WHAT MY HOUSE LOOKS LIKE OR EVEN WHAT WE DRIVE, AND I HAVE CALLED AND CALLED AND COMPLAIN AND COMPLAINED TIL IM BLUE IN THE FACE, I HAVE HAD THERE SERVICES NOW ALMOST A YEAR AND NOT 1 MONTH HAVE I HAD GREAT INTERNET IN MY AREA AS I SHOULD IM IN THE CITY, MY SERVICES SHOULD BE BOOMING, AND I HAVE HAD TECH, AFTER TECH, AFTER TECH ,HERE AND STILL NOT FIXED, MY SERVICES, OR BILLS, CORRECTED, I HAVE TALKED TO A MANAGER WHO WAS COMPLETELY UN PROFESSIONAL, WHICH WAS ON RECORD, I MEAN REALLY I HAVE WENT THREW TRAINING TO DO THE IGZACT SAME THING AS THEM AND YOU ARE ABSOLUTELY NOT SUPOSE TO TALK DOWN, OR BAD, IN ANY SHAPE,OR FORM, AND MY BILL NOW FOR A WHOLE YEAR ,NOW WAS SUPOSE TO BE CORRECRED, FOR ANY USE, DATA, OR ETC,. THAT I HAVE NOT USED, AM I SUPOSE TO PAY FOR, BUT I HAVE AND STILL AM, LIKE A DUMMY 200.00 DOLLARS A MONTH DOWN THE DRAIN, TO THE CUSTOMERS, AND I TELL YA KNOW THEY HAVE JUST SHUT MY SERVICES DOWN KNOWNGLY ,,I HAVE BEEN CALLING ALL THE TIME AND PAST CLOSE TO 2 MONTHS NOW I THANK I HAVENT GOT TO WATCH MY TV AT ALL…. I MEAN IS IT THAT HARD KNOWNGLY YOU WERE AT MY NEIGHBORS 3 DAYS, AGO I THOUGHT LITERALLY IS IT THAT HARD TO BRING ME ATIVO MAIN BOX, IT ONLY TAKES A TOTAL OF 5 MINS, OUT OF THERE TIME AND HONESTLY IM SEEING NOW HOW SUDDENLINK IS LOOSING THERE CUSTOMERS THEY ARE HORRIBLE PEOPLE.. & THE MORE I LOOK INTO IT THE MORE I SEE ITSALMOST ALL THE SAME ISSUES HERE, ALSO YOUR WORKERS ARE SAYING IN A NICER WAY THAT THERE ISNT NO GLITCH ,TO MY INTERNET,, OR ETC, BECAUSSE I HAVE USED MY DATA, ARE YOU FREAKING KIDDING ME SUDDENLINK, IF I HAVE TO SAY SO MY MYSELF ITS PROBABLY MY FATHER (Steven Michael Campbell) COMING TO FIX MY TV THEN I KNOW WHY NOONE HAS SHOWED, BUT THIS PETTY KID GAMES, YALL PLAY ON US, AFTER WE WORK SO HARD OUTHERE FOR MINIMUM WAGE, AANDD ALSO GETTING TREATED LIKE THIS IS AWEFUL SUDDENLINK…
ANYWAYS PLEASE CONTACT ME COORPORATE AND IF POSSIBLE IFI DONT ANSWER COULD YOU CALL ME BACK IN AND HOURORCAN YOU ATLEAST LET ME KNOW IF U R ACTUALLYGONNA CALL ME ATLEASTBECAUSE ITS BEST TO TEXT ME FIRSST BUT IF ISNT POSSIBLE CONTACT ME ANYTIME AFTER 2:30PM MON-SAT AND SUNDAT AFTER 3 PMTHANKS
I have been paying full price now for about half service 4 months because I cannot get any one at suddenlink to repair a cut line in front of my home.i would appreciate your help with this problem.i have always liked suddenlink but I am beginning to have second thoughts about your service
I acquired service from suddenlink two months ago. It has never worked. I was charged for things I was not getting
I AM IN THE SAME BOAT THEY LIE, & SAID THEY BEEN OUT MY HOUSE 4-5 DIFFERENT TIMES NOW AND HERE THEGREAT PART SUDDENLINK TECH CANT EVEN EXSPLAIN WHAT MY HOUSE LOOKS LIKE OR EVEN WHAT WE DRIVE, AND I HAVE CALLED AND CALLED AND COMPLAIN AND COMPLAINED TIL IM BLUE IN THE FACE, I HAVE HAD THERE SERVICES NOW ALMOST A YEAR AND NOT 1 MONTH HAVE I HAD GREAT INTERNET IN MY AREA AS I SHOULD IM IN THE CITY, MY SERVIXCES SHOULD BE BOOMING AND I HAVE HAD TECH AFTER TECH AFTER TECH HERE AND STILL NOT FIXED MY SERVICES OR BILLS CORRECTED, I HAVE TALKED TO A MANAGER WHO WAS COMPLETELY UN PROFESSIONAL WHICH WAS ON RECORD AND I TELL YA KNOW THEY HAVE JUST SHUT MY SERVICES DOWN KNOWNGLY I HAVE BEEN CALLING ALL THE TIME AND PAST CLOSE TO 2 MONTHS NOW I THANK I HAVENT GOT TO WATCHMY TV AT ALL…. I MEAN IS IT THAT HARD KNOWNGLY YOUWEREAT MY NEIGHBORS 3 DAYS AGO I THOUGHT LITERALLY IS IT THAT HARD TO BRING ME A BOXIT ONLY TAKES A TOTAL OF 5 MINS OUT OF THERE TIME AND HONESTLY IM SEEING NOW HOW SUDDENLINK IS LOOSING THERE CUSTOMERS THEY ARE HORRIBLE PEOPLE.. & THE MORE I LOOK INTO IT THE MORE I SEE ITSALMOST ALL THE SAME ISSUES HERE
We have been without most of our cable channels for 2.5 weeks. I have called nearly everyday, getting the run-around on having them reset it remotely, turning it off and on, etc. Finally a tech came out and said there’s a problem with the cable wire and that the whole line to the complex would have to be replaced, and it’d be done 2 days later. When I called, the technical department had no information on that. Here we sit 2 days later and nothing. Most channels are pixelated at best if not a black screen with a v52 /v53 message. Enraged, I called to have my bill adjusted as to not be charged for the 2.5 weeks of cable they have not provided, and all they could offer is $30 off. That’s insulting. Reading all the comments, it sounds like we need to start a class action law suit for services they promised, we’ve pay for, yet they have not provided.
I am with you on that. I transferred my service from one address to another and it was supposed to be done as a simple transfer. The tech was supposed to install my service and never showed. I kept calling to make sure that he was coming and was told that he still was, waited until 9pm and the tech never showed. Never showed the next day either. So altogether me and my husband had to miss two days of work. The tech eventually did show the next week. I have been having trouble with my service since installation. I have had to have techs come out to my house twice. I asked to speak with a supervisor over a month ago and am always being told that no supervisors are available. Went to my local office no supervisors were there either and was promised by two employees that a supervisor would give me a call. That was over a month ago and I still have not received a callback. In Tyler, unfortunately they are the only option really for good internet service, so they basically have a monopoly on this town. If you live in an apartment complex like I do, it can be your only option. I spoke with someone this morning and the only compensation they were willing to give me was $22.10. My family was out over $400 at least for the days of work that we missed.
My TiVo messed up. I took it to the suddenlink store they told me they had no tivos in the store and they would have to schedule an appointment I was a little annoyed but it was fine. Today was the day of the appointment the scheduled time was from 8 to 12. At 12:30 I called and was told they couldn’t get a hold of the technicians and I would just have to wait. I had to be at work soon after so I didn’t have time to just sit and wait AFTER the appointment scheduled time then I was notified I was going to be charged for the appointment if I don’t re schedule I don’t have any other time really this week and when I originally set the appointment NO ONE told me I was going to be charged 60! For the technicians to never show up! I am normally a very patient person but I an very annoyed now
This company is the worse people I have ever had to deal with. I just moved to an area where I can only get suddenlink or direct tv so I chose suddenlink. My appointment to have my install was on Oct 19 from 8am-10am. Today is Oct 20th and I still don’t have my services yet. I have wasted my whole Friday and Saturday waiting on a technician to come and do my install. This is just unacceptable. I have spoken to about 12 different people and every last one of them have given me different excuses. The last supervisor which wouldn’t give me her name was so disrespectful with her tone as if I’m getting her nerves Because HER technicians are not doing their jobs. They gave me a credit of $20 which is nothing compared to the whiled day I missed from work on Friday waiting on their a**. I’m just canceling my install because if they are acting like this before I get the service than I can only imagine how they are gonna act when I have it.
After battling with four Customer Service Representatives, I called the number that I received as a result of yesterday’s post and subsequent survey. The number connects you to a “Survey” department, who couldn’t help. He did transfer me to the Commercial Department. After explaining my problem and having her research my week long claim(s), she politely told me that my modem would not do the job. Never could, never will. This, in spite of four CSRs telling me that my problem was “fixable” and that they would dispatch a technician the very next day. I was told that I could continue to pay for Suddenlink internet; however, I would have to contract a third party to install the higher grade equipment necessary for my business. When I first started reading these “posts” (comments), I scoffed, thinking that the company couldn’t really be that bad. I was wrong. They are.
My wife and I purchased a complex that contained multiple units. And we have Suddenlink (bundled). Since we’ve had the property for a month, we have received multiple complaints from our tenants re: inter/wifi. The signal is weak, sporadic and often times non-existent. Trying to reach a Customer Service Rep is ridiculous. It’s like you don’t want to hear bad stuff. After reaching one, promises were made – i.e. “between 1 and 5 tomorrow. Didn’t show. Work Order mysteriously closed. Did this three times – all with promises broken. Always “going to elevate this to the 2nd level”. Nothing happens. We pay ~$10,000/yr for the services, but not for long. Without question, this is the worst Customer Service organization that I have seen.
I have had your garbage for 9 months and have had nothing but issues. 3 techs out of late with no resolve. Each the house says “I have to call my supervisor” and guess what, they still can’t fix it. Internet has been out for 11 days and now they are telling me they can’t get someone to fix the tap until 12/15/2018! Are you serious??? Unacceptable! This is the worst company I have ever dealt with bar none!
Cable cut by fence builders. Reported outage. Suddenlink indicated it would be six days before i would have a tech available for repairs. I have tv, internet, and phone with Suddenlink. Customer service stinks and office support was very rude in Nacogdoches, Texas office. Can’t believe 6 days.
I was advised by a Suddenlink Tech support person who came to my home in May of 2018 that I need new inside coaxial wiring so that I could have more than 2 TV’s receiving a signal. I have contacted Suddenlink over the past few months and have had 3-4 tech’s come to the house and tell me the same thing, and I need to call and tell the operator that I specifically need new inside wiring. I did so 3 times and each time a tech came out to my home they said they could not assist me. The most recent tech said that Suddenlink does not support the repair or installation of inside wiring and I needed to get an electrician. I mentioned I have been paying $5.00 per month for “SuddenLink Safeguard” and in the contract description of services, it specifically states Replacement of WIRING INSIDE WALLS IS COVERED. In speaking with a supervisor today he advised me their policy changed and they no longer support this service. Why then am I paying $5.00 per month if the terms of the agreement changed? Legally should they not have sent me directly a revised terms of service and allowed me to then make a decision if I would like to continue to pay $5 for the “Safeguard Service”- No they are hoping that consumers who have subscribed to this “Service” just continue to pay $5 when their service terms have changed. RIP OFF – DISH here I come….. Or maybe I will call Google Fiber that will put Suddenlink out of business for sure…
Our cable went out Friday Aug. 17 at 8am. I called to report the outage and was given a service call date for Tuesday Aug. 21 between 1pm and 5pm. Monday a tech came out around 3pm and fixed the problem in about 30 minutes. The box is in my backyard. Very nice Tech, but it seems silly to have an outage that you are aware of and not fix the problem then if not then maybe on Saturday. We’ve had several outages this year. Maybe it’s time to replace some equipment. My rates keep going up, but the quality of the product is not going with it. Very disappointed.
I received an email on Saturday that I was receiving free the Movie Channel and the Movie Channel Xtra for the remainder of this year. For being a good customer it said, WOW!! After checking this channel that evening, finding nothing interesting, we did not check again until Tuesday AM. NOTHING! After several hours on the telephone with several agents I was told I was NOT being given these channels. There is no record of this anywhere.
I think it’s time to look to AT&T or maybe even a dish. Anything would be better!
POOR-POOR Company to deal with, especially after the FRENCH took over!!!!
Suddenlink customer service is the worst. I would like to Contact the following to file my complaint after speaking with a rep and a supervisor today. Every month my bill increases for just internet. Today my bill is due and I have a $10 late fee. They can’t explain since it’s due today why it’s already assessed. I was on the phone waiting for 32 minutes and on a call with Ranisha and Marshey (supervisor) who couldn’t explain but told me I had to pay it. Every month is a nightmare. Please provide an email for the following so I can explain how unprofessional their Central Texas Team members are.
Looking for emails for:
CEO: Dexter G. Goei
CFO: Charles F. Stewart
COO: Hakim Boubazine
Ive had suddenlink for 7 or 8 years i recently called to get another line of internet because my son was moving in So i did and I requested that I get that line separate line to keep the overloading of our lines And the installer came out very nice helpful did exactly what i wanted everything good and that was the 2nd line we already had one line so early mourn 7 or 8 days later another crew showed up and buried the line after they left I had nothing on 2nd line which worked just fine for last 7 or 8 days i went outside and noticed the buried line up to about 30 feet short of hookup i called reported the problem they made app. for the next monday 4 days later the installer came out and fixed line at hookup and the line is still not buried from hookup to 30 ft. back my direction anyhow i get my bill and i recieved a 60 charge for service call i called in and installer listed it under tampering and serveral calls later and talking with one person who reads notes and sees mistake sends it up the line it never fails someone next doesnt take the time to familiarize themselves with the events this has happened 2 times now why anyone would think that i would call for second line get it installed and then 8 days later decide on the same day burial crew was here to bury line to go out and tamper with it this was a mistake entering info into system and I can get no help resollving this Im not trying to screw around with anyone i just wanted a 2nd line of internet for my son and its turned into this if the powers at be by chance reads this please take the time to look into this my only other option is to go to diff.service and i dont want to service is limited in my area
For the last month, Suddenlink in Tyler Texas has harassed, intimidated, and cause physical damage to the home of this eighty year old widower. They have violated Texas State Easement Laws by commandeering my physical home to stretch their service cables to other customers. When I first complained to Corporate Headquarter, I was told the problem would be corrected within 72 hours. A week past and nothing was done. For the next two weeks I would call to complain to the local offices, but my calls were quickly put on hold and then disconnected. Finally, I was told by recorded message that scheduling for my address burying cable on the date of August 20th. By then two weeks had passed. Subsequent my security video system recorded three separate Suddenlink technicians arriving in their logoed trucks. They walks the fifty foot length of my duplex but did nothing other than to visually exam the cable connected to my roof. Finally reaching a local supervisor I was told that last week Tuesday, it would be taken care of. They hid the cable on both ends of my property behind a rain downspout, put orange spray paint indications along the easement, BUT only buried the two ends of the cable…each less than four feet in length but doing nothing to remove the cable that they had nailed to my duplex home. Last night I was put on hold for forty-five minutes only to be told that a supervisor would return my call. Of course, there has been no call and no action taken.
No corporate office. They give you the run around at a call center.
We have SuddenLink services at our vacation home in Mammoth Lakes, CA. We lost power, both cable and internet two months ago. After calling for a service technician, we were told the first available appointment was in about a month – Aug 7th. I drove 6 hrs. to make sure I kept that appointment and arrived the day prior because the appt. was slated for 8-12 the next morning. No one came and no one called. I called to check what was wrong and an automated system confirmed my appointment but now tells me the technician will arrive in the afternoon. After navigating one of the worst automated systems I’ve encountered, I get a representative. This representative is from a call center with no direct access to the technicians. They type all your info in and send it on to the powers that be and can assure you of nothing. To make a long story short, three days later, I am still waiting for a technician, as they keep moving the bait further down the unreachable spot. I am leaving in the morning having been held hostage for 3 days without solving the problem and without ever getting a call from anyone. Needless to say I am furious. I have taken our account off auto-pay and requested paper billing. An accomplishment all on its own. I was told by one of the several representatives I spoke with that I would receive credit for the time I had no service. Getting off auto pay I at least feel like I may gain some control over this inane and completely dysfunctional system. Small consolation as SuddenLink is rather monopoly here and I still have no service. The implication is “We don’t give a damn about our clients!”
Worst service via cable and internet provider ever had. They have our area locked and most customers are very upset in our area.
Starting from tiling day and evening when trying every single day to watch cable. Having service guys come out to our area is a joke. These guys are trying to act like they are fixing it but it is the whole area lines that are poor!
Now onto internet it has upload and downloads that are up and down like a yo-yo going up and down constantly. I’m ready to go to our town council with proof and showing them this service in our area is horrible and we are getting ripped off to say it nicely!!! We will be canceling our service and I’m going to share everyone’s reviews with the FCC.
As I know many have been already calling and filing complaints with them.
You have people call to say I’m so sorry and what can we do to help make you want to stay. Then you tell them the same thing happens each and every night and morning and you feel sorry for them you know it’s totally out of there control.
I am praying that AT & T and others get out in our area and Suddenlink and Consolidated find out that they people will leave them in a heartbeat!
Do NOT and I repeat do NOT use this company. They overcharged me when I first got this service and now I cancelled due to a move on June 8, 2018 and returned all equipment on June 15, 2018 and luckily got a receipt. Now in July they automatically take out $134.09 from my checking account because someone on THEIR end didn’t cancel the account correctly!!!! I’m not working on my second week arguing with them and trying to get my money back. I have a credit on an account that has been closed and each person says it will take 5-7 business days but apparently since I have a credit it hasn’t been started yet. If I was 5-7 days late there would be a late fee so maybe they should pay me interest for reimbursing late. This is worst company service EVER!!!! Avoid or you’ll get ripped off.
This is the worst company I have ever dealt with. They give false information. Our cable, Internet, and phone have been off for 5 days. Please, somebody give me the corporate number
Since Altice has taken over you cannot reach a real person to talk to. I have been calling for two “2” days now and now I have come to this page and I get press 0 for help and when I do I get “press 0 for help” and we could do this all day. No wonder they don’t want help anyone.
You told me in April my $123.00 a month… I told suddenlink never keep their promise… She told me they lied…. May was 177.00 June $191.00 I am getting basic channels … Now Corportate not answer the phone…. I’m going on Facebook … And anywhere else … You have lie and over charge me
this is the worst company i have ever dealt with. all customer service personnel will not help, will not let you talk to management, and just switch you to other departments who won’t help. Then i try to contact corporate office to complain and the number is not a working number. Run! use another service if at all possible
ANNDDD dont you think it is horrible that we can’t find a contact number for corporate office to place a complaint about service? Here we are all on this page typing out our complaints. I found a page for investors. I see the main company is Altice but i cannot find any contact information on their site. i actually emailed the investor office to try to get a contact to the administrative offices. it took me 2 hours before an assistance would contact me to a supervisor, then the supervisor was just as bad as the assistants. I was able to get another supervisor, but i believe corporate offices need to know how bad their customer service is… or do they care? Where is their contact information. EVery number I have found is not working…
Hi Susie. Thanks for letting us know the site was out of date. The numbers have been updated.
What is corporate number because I cannot find the number either!!!! This is the worst company EVER!!!! I want there number too!!!!
It’s in our listing. Scroll up above the comments
Yasmin, is the corporate office address correct?
Can you please provide me with a Home Office number!! I’ve been looking all over the website and keep getting Altice and Optimum but they say they are sister company’s to Suddenlink but can’t help me. Please Please I need to speak to Suddenlink Headquarters ASAP!!
chooch40ds@ yahoo.com
Suddenlink will not I repeat will not help a customer out by giving you a number to call their corporate office. We pay only for WiFi and it never works. It’s not us. We have been checked several times. They tell us they are working on putting new lines in. This has been going on for a year with the new livable story. They can raise prices but not fix the problem. And you will never get a working number.
the worst excuse for a company I ever saw. If you are thinking of going with this service-DONT DO IT!!!
Had Sudden link package installed in our new home yesterday. That is all but the telephone service. Installer advised that phone service would take about an hour to come on line. Well, that was yesterday and still no phone. Called Suddenlink to check out problem and after about 15 minutes on hold, I spoke with a lady who, after some research, advised that the installer did not install phone because I had not ordered phone service. Lady stated that I did not order phone service also despite my ordering doXXXXents which clearly show that I was to get telephone. Now, I will have to wait about a week to get a phone thanks to their incompetence. I have decided that employees probably joined SuddenLink as it required less ability than completing eighth grade.
let me tell you about what a horrible service this is my internet an phone goes off for hrs or days at a time .an when you call they send a tech out he runs test works about a day or so an back out.last month was out a week they gave me 20.00 credit has been out more than on the last few days call an they say wait time 30 plus minutes an what are thy going to do send out a service tech.the last time last month he sent for outside tech it was transmitter he didnt even stop or talk to me.they pay a fortune to send tech out for nothing.an then open bill it is up almost 10.00 dollars called about it oh they do this once a year i was told an my reply was for what more horrible service or should i say no service most the time. an the sad part in this day an time we only have 1 provider to choose from .dont know about anyone else but this is one horrible co.
I was contacted by Michael and then transferred to Ron at Suddenlink this evening. During the transfer music was playing and I could hear all their conversations over the music. They were using indecent language to describe me. When Ron transferred me to his superior the same thing occurred. I did lose my temper and was told they did not have to have me as a customer and were disconnecting my internet at midnight (which would be a deceptive trade practice)since I’ve already paid for the services. We shall see what my attorney has to say. I have never experienced such rudeness and lack of professionalism. I admit it provoked me to anger and bad language – I feel I was provoked. We will change to another provider and never use these or any of their services again
Additionally I’ll contact the FCC and the State of Texas Attorney General’s Office on these issues if not resolved. An apology at the very least is in oder. I apologize for my language but I feel I was provoked.
I am not a customer nor will I ever be nor will I ever recommend anyone to suddenlink! We have had one of there lines down in our yard since April and have called numerous times and been told numerous times there would be someone out to fix it and it is the middle of June and it is not been done…. we had to prop it up so my grandkids do not get near it… I am beyond fed up with this company…. they are the worst I have ever dealt with as far as service
I have been with suddenlink for many years. Tv and internet . I always had great service till the past 2 months . My internet goes off and back on . Sometimes it stays off for hours . I have made several calls had 2 techs here first one said customer service did not know what they were talking about . Call them back and say it’s a wolf problem . So I did they checked mine which was down and my area said I was only one down . Said they are sending a different tech . First tech said people were stealing internet and that was why mine wasn’t working . Second tech said he hadn’t heard bout that one , but I do have a problem that only a lineman can fix . Yea he couldn’t fix it either .
Ok a week has gone by no lineman has showed I’m still down on internet . And still paying for it . So I call CS back she informed me she can’t help me with my bill . I said you mean after 2 months I get no relief from you . She sent me to tech support probably the girl beside her . She says I’ll schedule yet another tech . I said forget your techs I’m sick of living my life waiting on something I pay for and do not receive . . I wish I could get to the CEO of this company and let him know what’s going on out here . I live in a large city everybody around has internet but me and there’s no fixing it but I still have to pay or loose my tv .
I hate to leave suddenlink after all these years but hey I will not pay them for nothing . Obviously the CEO does not care about clientele or I could email him directly .. I may be nobody to suddenlink but 165 mth X 12 is a good chunk of change I could pay another internet company and get something out of it .
Suddenlink use to have the monopoly wrapped up here but competition has moved in . I know a bunch of people who has dropped them and went elsewhere . Brags about their service and the customer service they get . And how much reasonable they are . .Ill get on the phone to them today as soon as I get hooked up I’ll drop suddenlink maybe they can get the lineman to fix somebody else’s problem .
yes I have been trying to resolve an issue that I am totally getting a runaround with I would like someone from Corp. to call me so we can fix this please call me at 807-758-XXXXX ty
I am considering filing with the State of Texas on Deceptive Trade Practices for how Suddenlink handles accounts when Credit Cards are updated supposedly but end up not being updated properly by the customer service rep and because of that the bill goes unpaid and then we are not able to pay online anymore. I WANT TO GIVE YOU MY MONEY!!! I call 3 months in a row giving the new CC and still the CC is not updated properly and since I cant pay online I have to either hope the CC is updated and then wait for the next months billing or pay extra to have the agent do it for me or take my disabled self up to the local store. Stopping a customer from being able to give you money is stupid. Let me pay you!!! stop keeping me from giving you money!!! Suddenlink CEO can you please help me in something or direct me to someone who will explain to me why in this day and age of the internet that instead of making more ways for a loyal customer to pay their bill or to be more direct give their money to you Suddenlink instead takes away abilities to pay you. I have complained to just about everyone about this and nothing seems to change. I pay all my bills online except Suddenlink and its only because I can’t pay my bill online because Suddenlink doesnt seem to want me to pay my bill that way because of an issue that Suddenlink is responsible for. I had my credit card on file to be paid automatically. I called 3 months in a row giving my new CC to be used and of course Suddenlink still used my old card instead of the new one I gave. Because of this I am unable to pay my bill online anymore. Why is this? I want to give you my money but instead my choices are to go to the local store which im disabled and can’t get around well, pay $10 to talk to an agent, or yell at someone at your company to figure out why they cant enter my new CC into system properly (which I have been doing for 3 months now). I keep having to pay $10 to have my bill paid because of my disability to be able to not be able to pay online because you have blocked me to do so and I can’t get to the local store. Blocking me from trying to give you money is for lack of a better word ‘STUPID’ I want to pay you but you keep taking away my options to do so. It almost seems you are doing it just so I have to pay you an extra $10. Fix this!!!
I recently lost my credit card and the bank immediately cancelled the card and issued a new card. Since I was using the card to auto-pay my suddenly bill, I promptly went to my account setting online and entered a new card there for billing purposes. After I did this I could see that the system recognized the new card there listed under Easy-Pay. I thought I had done my part to enter the new card info in plenty of time before the next billing cycle. However, when it came time to bill my card, I received a notice that notice that my *card was rejected. Knowing that I had previously entered my new card info I went to my account to research the issue and found that not only did they not bill the new card as I had expected, but they also charged me a $12 late fee. I figured this mistake could easily be cleared up by a phone call to customer service. WRONG! I was told that it takes a least a month before suddenlink would start using my new card, and that the late fee could NOT be reversed. I could not believe they could actually have a no exceptions policy… so asked for a supervisor and reviewed my issue and why I thought it was unfair. He told me he agrees its unfair, and that he hears this exact complaint from others “all the time”… as he tried to consulate me, saying that he “wished” he could reverse the late fee, but corporate policy prevents him form that. He even stated that since this problem happens all the time, it would be too much to expect them to refund so many fees. I said perhaps if its such a problem as he says they should consider changing the protocol and the policy that is apparently causing so many complaints. For me it’s the principle. This late fee is unfair. When I entered the new credit card, there was NO statement warning me it could take a month for suddenlink to enter the new card data into their billing process. I was still registered for “auto-pay”, and they had my new credit card showing there on my account. However, they did not notify me about the month wait before it would work, and there was no notification that I would incur late fees unless I pay manually at the next billing cycle. This is an internal suddenlink processing and notification error. I asked them to simply reverse the late fee. I spoke to several agents who all claim they have no authority to make this simple decision. I would like to escalate my complaint but I’m having trouble reaching anyone there who claims to have authority to grant my request. Where are the leaders who know how to take responsibility and correct what is clearly a dysfunctional policy?
I have had the same damn problem. FIX THIS SUDDENLINK. Help us give you the money.
We had a similar problem. Felt they would erase the late charge because the mistake was the check went to the address on the envelope instead of the payment address. We received the same run around. Tried to write the corporate office and my letter was returned since I addressed to founder Jerald Kent although I had the right address….12444 Powercourt, Suite 450, St. Louis, Missouri 63131…..We have cancelled our usage but are still getting the late charge bill every month.
So after a year of service, we have had constant issues with our connection. We have had multiple calls with customer service call centers. The same technician continues to be sent to our home, puzzled by our issues. Even states to us he can’t figure out what’s going on and will speak with other techs to see if hey have ever seen our issue. Lines are Checked, 2 new routers, new line ran, issues connection issues. No credits applied for no service. I’m done!!! No one at customer call centers have the authority to help any further and policies blah blah blah!!!!! I see you have horrible ratings and corporate can’t speak to us!
Suddenlink nightmare! Cancelled service after years of issues & promises of bill credits (that was never given). The day I cancelled service, representative tells me a technician will pick up my equipment the following Monday. Tech never shows. I wait 2 weeks & still no show. Assume they don’t want the equipment since they never came pick up or contact me to reschedule pick up. A month later I get a bill for $500 for 5yr old equipment not returned. I call and ask to get doXXXXented information on equipment so I can get an appraisal & I’m hung up on. Tried calling for a week Corporate 314-682-5599. Left messages everyday for a week. No response. Call back this week & somehow the number can not be completed as dialed. So what is my next step since they have turned this into a credit agency & I’m obviously wanting to dispute??
I woke up yesterday with no cable, internet nothing. I called Suddenlink and they said my auto payment on April 27, 2018 was returned therefore they disconnected my account. They never bothered to mail me a letter, email, text or a phone call. They just completely disconnected my account and sent me to collections. Mind you this was 5 days after this issue happened. They have been taking it our of our current checking accounting for 4 years with absolutely no problems before. When I called I asked the lady what was the last for digits of the checking account it came out of on April 2018. The number she gave me was not even close to the checking account they have been taken out. Found out that was an extremely old checking account from years ago that was closed when we moved. How they decided to charge that account is beyond me. She contacted the “collections” department and they told her “not their problem” and I had to pay now or not get my service back. So, she used the “correct” account from which they were taking out before and it went thru with flying colors and I got my account turned on again. No apology, no nothing. Needless to say, it screwed up our internet and I spent all day fixing it yesterday. Called the Corporate headquarters left a message to call me back twice because I wanted to know how and why this happened. Still have not heard back. Can’t believe they can’t even give me an apology for something I had nothing to do with. May have to investigate another cable company if I don’t hear back soon.
I have not received even close to the internet speeds I pay for every month since I started services with Suddenlink. It seems as though Suddenlink is unable or unwilling to deliver the service(s) it promises its customers, due to their willingness to resolve the issue. If necessary, legal action will be taken as it seems to be the only way that larger corporations such as Suddenlink uphold to their word.
I am filing a complaint to the FCC and I suggest anyone else to do the same if they have been having ongoing issues and it doesn’t seem as though Suddenlink is going to try and resolve them.
We recently lost our home in a fire…. Suddenlink has been terrible!! They couldn’t access my account to hold the account, then when I did get them to access it so I could pay it, they charged me $600 for THEIR equipment because they DO NOT insure their rented equipment! Heads up!
Paid bill last month and got a confirmation number now they said payment never went through so I owe them $500.. Ridiculous!!!! Called suddenlink said that I can only pay them with cash or cashier’s check there getting cash but all in $5 bills!! They should have processed my card and took the payment then!!!! Suddenlink here I come get ready for a stack of $5 bills!!!! A 1.9 star rating I have had more technicians at my house to fix this stupid internet with there fiber optics crap!!! Ugh literally thinking of finding a satellite company instead!!!!
Corporate REALLY needs to read customer complaints and quit taking paychecks and fix the issues!!! ARE YOU READING THESE COMPLAINTS YET CORPORATE???? WORST COMPANY EVER!!!!!!!!!!!!!!!!!!!! HELLLOOOO!!!!!!!!!!!!
I have been a customer of Cable for over 12 years here in Tyler, tx.
For the past 8 month my service has been pixeling out on a regular basis. The repair man can not fix it and the SO CALLED Customer Service department is a computer which evidently does not understand the English language enough to let a CUSTOMER speak to a REAl live agent.
This message is left due to having any hope that our service will ever what we were sold and charged for.
If you use Suddenlink you are in for a very big disappointment!!!!!!!!!!!!!!!!
I regret ever using SUDDENLINK and being subjected to the worst service I have ever experienced, including and India based customer service from many other companies.
I have never had a more unprofessional, uneducated experience with anyone in customer service in my life! Every month our bill goes up, every month a customer service rep tells me “I’m sorry you got the wrong information last month, who ever you are talking to is not giving you the correct information” ” I’m not sure why this was added to your bill, we show that you never added it” and my favorite ” I have made notes of this call, so we can be sure that this does not happen next month”… YET it ALL happens again next month. How do you offer someone Cable for $79 a month but the bill is $117 a month without extra charges or add ons!? I will definitely be cancelling our account this afternoon. WORST customer service I have EVER experienced in my life. You added something to MY account that I didn’t ask for, told me i HAVE to pay for it anyways because your last billing cycle is already over, and will reimburse me for it next month and then only give me half of the credit and tag on a late fee after we clarified that YOUR customer service reps were giving me the wrong billing date (TWICE I ASKED FOR A PAPER BILL TO BE SENT IN THE MAIL & IT NEVER CAME!) and YOUR business took responsibility for it, THEN tell me you cannot reimburse me ANY of the late fees, AND add another one to my next BILL!??? SERIOUSLY!? I always pay all of my bills on time, I dont ask for ANYTHING free EVER.. but when YOU mess up and take responsibility I expect you to give me back the money you took from me behind YOUR mistake! I am very unhappy with the service I have received from all of your representatives & supervisors! I certainly hope they do not represent Corporate’s attitude towards poor customer service as well.
Suddenlink is one of only two providers in our area so I guess they don’t need to worry about customer service.
Our bill went up by $10 per month (by surprise) awhile back so I called to see about lower speed package but 100 MBs is supposedly the lowest cost package. Asked why price increase, rep stated CTO decided to increase prices (bet he / she would be thrilled to find out they are being blamed). We have the 100 MBs package but rarely get above 30 MBs. Called today to cancel service for the summer and found out we were 2 days too late to cancel without paying for another month (surprise again). Rep stated it was written on second page of bill. I stated no it is not because I have bill in my hand. Later after much digging found info hidden deep on Suddenlink web site.
It appears that Suddenlink is continuing to increase the speeds that they offer (with ever increasing prices ) which is great for some but don’t forget about the people that don’t need those speeds and don’t want to pay the higher prices. It appears to be all about revenue and not what is best for all customers.
Really hope that for next winter there is more choices for service providers here in Lake Havasu City AZ. Lucky for Suddenlink the other choice is worse (12 MBs).
Sudden link is a trip they cut me off leaves the phone on cable off and internet and I call them today to turn the phone they tell me they will turn it off April 4 and I am still getting billed for this I took the phone cord out the phone cord out the wall I cant call out anyway but they can call me telling me she can send a technician out to fix the problem I told her no for what to be charged again 840.00 this is bullXXXXX the worst company ever the representatives and managers are very rude anyone suing please notify me asap I am in on it charging and scamming. People a month or more in advance don’t go to sudden link in west Virginia corporate office never answers your calls or nothing sitting back scamming .
My list of complaints again Suddenlink are so many that I can only remember about 25% of them. The highlights of the ones I remember are:
(1) Repeatedly called about poor tv and internet service. Sometimes a rep shows and sometimes they don’t. One who did show up blamed all the problems on my VCR. One time he came in our house, heard that we were still using a VCR, and just walked out.
(2) Another rep came out and blamed the problem on static buildup on the VCR. He told us to remove the cable connection, wet our fingers and wipe the connector to remove static charge.
(3) After the above didn’t solve our problems, they sent out specialists and techs all at the same time. Nothing was fixed, but they sounded like they were trying.
(4) Then , a rep came out who replaced all the cables in our house. This didn’t solve the problem either. He didn’t give up, and went out and looked at the line. About 3 houses down from us, a big tree limb was on the line. They fixed that, and our cable and internet began working. It took them weeks to find the problem.
(5) We moved to a new home with underground cable. The internet speed varied from 5MBPS to 25 when we were paying for 50MBPS. They said it was my old computers, even though I had one new laptop. I got fed up and got ATT installed. We have paid for 25MBPS for a year, and get that speed on all of our computers without fail.(now the computers are even a year older than with Suddenlink)) Suddenlink’s expert Technicians know barely more than I do, and that isn’t even my business.
Extra note: I am not wild about Direct TV/AT&T, but my service is much more consistent, I get a couple of premium channels and better internet service for $30 less than Suddenlink was charging us. Oh yes, one last thing, Suddenlink sends us about 3 notices/month plus emails claiming they will offer us everything we had before for about $90 less than we were paying a year and a half ago. Why don’t they give existing customers a good deal instead on new customers? I have gotten mad again just remembering all the times they didn’t give us decent service or product.
Yea don’t ever believe them when they try to offer you everything to come back to them I had switched to the same companies you did and they come to my door and promised me everything in the world just to come back and I did but I stayed with my direct tv and thank god I did cause i have not received anything they said and my bill is just as high for phone & internet as it would have been for all sevices so it like I’m paying for cable too but just don’t have it so yea I regret totally switching from at&t and going back but I will be switching back really soon .. They are the worst company I have ever dealt with and will never have their services again no matter what they tell me !!!!
It is nearing a year that I am still not getting what I am paying for 200bmps download internet and only getting 20mbps-90mbps. I reported this issue in July of 2017 and had numerous Suddenlink field techs and Suddenlink sent sub-contractors field techs, a Suddenlink Supervisor Field Tech Supervisor who did not show up and scheduled Plant Maintenance as advised by prior techs in which the appointments were cancelled. Truly I am now fed up with getting the run around after speaking to over 30 customer service reps and tech support, csr supervisors, tech support and tech support supervisors, field tech appts, Suddenlink field techs and sub contractors. With 7 years as a customer this is how I am treated. At this point I am giving you 10 business days to fix this starting on 03/11/2018. ENOUGH IS ENOUGH.
I have been a perfectly content customer of Suddenlink even with steady bill increases UNTIL I stopped receiving monthly bills because I had somehow switched to E Bills without realizing it. So I did not receive my last bill but I still sent $100 ($10.00 more than my normal payment amount). The next month rolled around and still no bill so I contacted Suddenlink and they informed me my bill was $140 this month. I questioned why $40 dollars higher and they said a late payment charge and exceeded data. I was charged a late payment when my bill was received 1 day early. They charged my the late fee because the bill was short $10.00. I explained I did not receive the bill so I did not know but had paid. I figured they would waive the charge because I had been a customer for over 10 years and NEVER LATE. OBVIOUS MISUNDERSTANDING!!!!!! They said sorry they wished they could refund the fee and it was obviously an mistake but they could not refund fees. The system would not allow it! REALLY??? Are you all running off systems from the 80s?
Following is my story and experience with Suddenlink. I work for a service related corporation and when it’s all said and done, we live by our customer’s perception and experience.
First off, I’m not looking for a response or a fix to an issue. After over 2 months of dealing with Suddenlink, my issue is finally resolved. Actually, if I never have to deal with another Suddenlink call center employee, Suddenlink field repair technician, Suddenlink billing department employee or local Suddenlink office employee, my life will be good.
On January 2, 2018, I contacted Suddenlink to simply change to unlimited internet data. I was advised that with unlimited data I would also received higher internet speed at 400 mbps vs the 100 mbps that I had. To make this work, I was told to go to my local store to obtain a modem to effectuate the higher speeds. I went to the store and was provided a modem. Upon hooking it up, my speed actually decreased.
This set in motion the need of having multiple technicians come to my house over a 2 month period attempting to diagnose the issue, replacing my modem multiple times and ultimately replacing the line that runs from the street to my house. When the technician completed partial repairs, it would fall upon me to contact Suddenlink and make a follow up appointment to have the additional work done. Each new technician that came had no idea what the prior technician had completed or diagnosed. On one occasion, I had an appointment and then the day before the appointment, the appointment vanished from Suddenlink’s web page, requiring me to call and set another appointment. I had two appointments where the technician told me that in order to the replace the line from the street to the house, a bucket truck would be needed. Of course the technician that showed up next brought a ladder and not a bucket truck. After this, I had to call to set another appointment. Finally, the week of February 26, a technician completed the line replacement, using a ladder. Of course the modem given to me the week of February 26, failed within a few days, requiring me to go to the local store and exchange again.
On March 1, I received my bill and it had a $12 charge for pro rated 400 mbps service and a $60 technician fee. I called Suddenlink’s billing call center and explained that I should not be charged the $12 as I had not had 400 mbps speed during the billing period and I should not pay for upgrading lines from the street to the house. The call center employee told me there was nothing she could do but that I should go to the local Suddenlink office to “plead my case”. I went to the local store and explained the above and in about 20 seconds the charges were removed. The billing call center employee should have been empowered to handle this without making me drive to a local office.
At my wits end, on March 2, I made a phone call to Suddenlink’s corporate customer service liaison and left a message requesting a return phone call. Of course I have not received a return call.
All of the above has required me to take time away from work, make multiple trips to a local store and make multiple calls. It is beyond comprehension that a simple request to switch to unlimited internet data turned into a multiple month process.
Yes I have contacted Corporate office to and left message and still haven’t received a phone call back from them and you can call during business hours and still never get to talk to anyone you still have to leave message and trust me I have left so many I lost count so they left me no choice but to switch companies but hey I’m not complaining at least I don’t have to deal with the high bills anymore and all the chaos with them from Suddenlink!?
I would love for someone (Executive) besides the call center to talk to about the ON GOING cable & internet problem I’ve been having since Jan. Still not fixed and they want to give me a $ 21.72 credit for cable I can’t watch do to it tiling and internet that we can’t use half the time. I’ve had 7 tech to my house since Jan. 2018. I’m an Executive for a large company and has had to take off work 4 times. I want some kind of resolution or I will file a complaint with the FCC and the Attorney General. I have doXXXXentation of every phone call, pictures & videos of my service.
Well it happened again the service was out for way over 6 hours yesterday 3/4/18 and my bill keeps going up. It went up last month and I was told the taxes went up. This month the bill went up even more and I was told you don’t offer the package I had any longer. It seems the bills go and the service goes DOWN. I want to be compensated for the lost service on all three of my items. Went you go down I have no internet ,no phone ,no tv . NOTHING. This is just not right and something needs to be done. Please advise.
Jerald Kaplan
Well,
I am not sure how you guys work over there, but the truth is that some of the fraudulent way of getting money from customers need to stop. I was using 50Mbs when i started using your internet service, upgraded it to 100Mbs in November 2016 with additional $10 monthly. Since then, you guys never notified me or let me know that i need to change my internet box having upgraded online. All this while, my speed limit was 50, while i was thinking that it was 100. I found out just this weekend, when someone came to install my TV. Called your billing department, and they were telling me BS that i should have called
You guys are only making it in east Texas cos there is no alternative. I bet if there is competition, not sure you will ever survive a a week with all these BS that you are doing. I need my refund since November 2016, but promise you guys i will get it one way or the other. Else, i will continue this bad review everytime i have the opportunity to do it
I have to say it was a sad day for the sudden link reputation today. While sitting at the intersection of Benton Rd and Brownlee Rd in Bossier City Louisiana traffic was called to a halt by a motorcycle police officer for a funeral procession. The officer put his hand up for all traffic to stop and then turned around to the procession to raise a salute. As the vehicles came upon us it was easy to see this was a fallen hero. The hurst had flags at the front end of the vehicle and the doors had the Marine Corp emblem. Surrounding vehicles turned on headlights and remained in place while the procession went by…….except for one. The driver of your Suddenlink truck drove off as soon as that police officer turned to salute. My teenage daughter and I dropped our jaws in disbelief. As a wife of an active duty Air Force man I was appalled that this individual would dismiss this family and fallen hero as if it was just another hold up in traffic. I tried to call and speak to a human customer representative but I have learned that isn’t possible with Suddenlink or if it is possible I definitely could not find the correct phone number. So I’m contacting you here, praying that you get this message and this news tightens your throat and drops your jaw as it did ours. As I said before, we are a military family who supports your business, along with many others. In return, the support of your business to our military and their families and ALL fellow Americans would be appreciated. I hope that you take the correct measurements of action to make sure this doesn’t happen again.
YES VERY POOR CUSTOMER SERVICE I HAD THERE SERVICE BEFORE THE TEC.INSTALLED CABLE FROM ACROSS THE STREET THROUGH MY NEIGHBORS DITCH THROUGH THE CULVERT THROUGH MY DITCH ACROSS MY YARD I CALLED THEM FOR A YEAR AND A HALF FINELY I UNHOOKED THE CABLE ROLLED UP PUT IT ON THE OTHER SIDE OF MY DITCH I TAKEN LOTS OF PICTURES OF COURSE I LET THEM NO I WAS NOT PAYING FOR THERE SERVICE ANY LONGER THE DIDNT GIVE A **** THEY SUCK!!! STAY AWAY FROM THEM !!!
I have tried for five days to get services transferred out of my deceased father’s name. So far I have had ALL services …..cable, phone, and wi-fi disconnected and cannot get them restored. This is the worst company I have had to deal with. Something should be done with this company because they have what I would refer to as a monopoly.
Suddenlink has the worst customer service in the industry. During Christmas my Internet was out for 2 weeks while I had a house full of company. I tried everything to get a technician out and was told 2 weeks was the fastest. It took him 5 minutes to replace the modem when he did finally come. After that I was told that I was running over my data (something I have not done in the last 15 years) and would be charged. I called and was offered unlimited data for $10 a month more so I took it. Now I receive a bill for $500 for going over my data and when I called they said no refunds because a new modem was never installed or work order done. That was a supervisor. They rob you any chance they get. I will be dropping all my services. Sitting at McDonald’s to get Internet is better than dealing with them. They do not care about their customers.
I don’t even know where to start. I called in January to disconnect my services. Still they are charging me for a connection fee ???? and internet 87.00 and I wanted it disconnected I am sick and tired to death of suddenlinks conning I also am elderly and disabled Isnt 100 a month enough for internet phone and cable which you took everything away but infomercials and the only movie channel is in Mexican Iam English and I was here first.meantime when I call Tyler office they are rude and want to put every charge possible
I am right there w/ u about all of it, especially the Tyler office! My services (phone&internet) were turned off no notice which they denied doing. I turned in equipment 2days into new billing cycle& a month later I get a bill saying I owe $400!! This is thievery & complete abuse of power! Time for a class action lawsuit. Anyone interested? My email is Tyler9440@ gmail.com feel free to contact me directly!
I think Suddenlink needs to do some serious re-training of their employees. I have spent the past two weeks straightening out my mother’s account. First, she talks to a representative out of Tyler, TX who tells her she can get a $79 a month package (she’s an existing customer). They come out to install and tell her they can do it but she is unaware they intend to change her phone number she’s had for 40+ years. She’s a cancer patient and we can’t do that. I go to the office and am told she has signed up for $149+ a month. She can’t afford that so they cancel the new number and tell us someone will be out on Wednesday to get the equipment. Service man pulls in the driveway, walks into the back yard and leaves, then reports no one was home. We watched him through out front window. She then gets a bill for the equipment, so I gather it all up and take it to the office this past Wednesday ( a week after the original scheduled pick up). Thankfully, I got receipts for said equipment because today someone shows up to disconnect her service because she hasn’t returned equipment Suddenlink employees did not pick up. I don’t know what kind of a circus you all are running, but, I owned businesses for 35 years and never had such a debacle of service from any of my employees. As far as I am concerned, you owe my mother and me some credit for all the hassle your company caused us.
I am a current customer of Suddenlink in Lake Charles LA. This has been the WORSE customer service experience I have ever had. I need someone to get back with me immediately or I will take this to legal.
1- my connection is a fire hazard. Tech did a horrible install. I called to have some one come rewire. I was advised I have to pay 60+ to have this done??
2- I was offered the “switch -up ” offer and instructed to email my final direct bill to take advantage of you paying my termination fee.
I last spoke to a Chris id # 111062 and he advised me that he will take care of this
Seriously thinking of going to the news people and to small claims court about filling a lawsuit against sudden link and getting a petition started for deliberately and falsely hurting customers in West Virginia for bogus payments and advance and outstanding fees.Sudden link needs to shutdown for real.
Please get that petition. I will gladly sign it. Suddenlink has to rob customers. They are losing business because of their poor customer service. Their reps need to be retrained in the worst way. Go to AT&T for all services. They care about customers. You can get your TV, Internet, phone and the whole package. When I told the Supervisor, Arthur that I was cancelling my service he said, “OK, have a nice day”. They couldn’t care less. I will pay what I owe them except for the charges that they overcharged me for my data. Everyone should go to the Attorney General and file a complaint. They owe their customers so much money.
I would also like to sign the petition. I have never been so frustrated with a service before in my life!
I WANT TO SIGN PETITION TOO. WORST CUSTOMER SERVICE EXPERIENCE EVER AND I EVEN HAVE TO DEAL WITH DIRECT TV SO YOU KNOW HOW BAD IT MUST BE.
HAD NO IDEA THERE WOULD BE SO MANY CUSTOMERS COMPLAINING OF THEIR SERVICE AT SUDDENLINK
Telling me I owe 361.00 and I only owe 180 .90 on my bill according to a phone call which needs to be opened and investigated by the representative talking about I don’t owe anything get my bill and jumped to 361.00 bill added with another month in advance need peace of mind now. Saying I owes 564_ this is crazy in west Virginia mentally and physically draining me with more money to pay I need some resolution to my bill and an investigation on the recording of the customer representative who told me my bill was,paid Sudden link is the worst ever. If anyone can help me call. Me at 681265XXXXX. Thank you.
Yea I’m in West Virginia too hun .. And I had left Suddenlink and went to at&t and it was ok but then here comes Suddenlink at my door telling me all this BS about oh we can get you phone and internet for only 49.00 a month and free installation and all that I was not supposed to be charged for any of it .. Well it took me 2 mths to even get my service on because their guys are to lazy to install something went and put a note on my acct and said I wasn’t home and I was setting right here in my home at the time he showed up and then I get my first bill for 273.00 which they charged me for everything that I was not supposed to be charged for and also I call and tell them I don’t owe that and all of a sudden my sales information which proved I was right disappeared of the computer somehow yea I wonder how lol…And now Im paying 200 dollar bills for just phone and unlimited internet which I was told should only be 89.00 a myth but yea that’s not what they charge me and yes every time I bring it up it’s taxes went up or some kind of charge for something that I didn’t even know existed!! So yea their customers are their enemies !!!! I HATE THIS COMPANY AND WILL NOT RECOMMEND THEM TO ANYONE !! Got screwed over twice now that’s bad but it will not happen again I promise that and I will be going to attorney general about all of it !
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. Today I am paying for 50 Mbps and when I check the speed, it is typically 30 Mbps and sometimes as low as 5 Mbps. 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. I believe that Suddenlink is fraudulently charging me for a service the choose not to provide.
I have filed a complaint with the FCC but this is also a waste of time. Next step is to write to the Head of the FCC and CEO of Suddenlink.
If there would be an alternative to Suddenlink, I would jump.
I have all but given up at trying to get anything resolved with Suddenlink. I can’t even get a bill from them. They only have my bill available on the phone line. What makes it worse is it isn’t the same amount each month. First month was the $49.99 (which was only about 7 days after install). I agreed to. However, I received an E-Bill on the day it was due. I called and said I just received, it was impossible to get it there that day. The service Rep says not to worry and that next month my bill will establish a regular billing date cycle. The next month I never received a bill, finally called the phone number 10 days past due had to pay an extra $10.00. Total $59.99 I didn’t like it because the first time I called they said my billing date could change. The next month still no bill, but knew to call and check. Now this month still no bill, call knowing it’s due and it’s up $59.99 again. Called spoke with a
Customer Rep., couldn’t get it resolved he was unable to change, spoke with supervisor, said he made the change. Waited 2 days and still no change so now I guess I have to pay the 59.99 or be late.
I also have been unable to create an on-line account because their system doesn’t recognize my e-mail address or my account number. Even though, I receive constant emails for advertising to upgrade my services. YEA, that’s exactly what I want to do when you can’t even get one service billed correctly.
Like most of the reviews, if you have a choice (which I don’t) I would try someone else!!
I have been a very loyal and patient customer for 11 years, I have never been treated with such disrespect… Today I physically loaded up all 4 boxes and took them in to the closest Suddenlink store ( which by the way was not in my town) as I was not able to reach a representative on the phone, I had no internet for a couple of days and the cable service basically sucked!
I had Direct TV installed yesterday and I went with a new internet service today.
When I took the equipment in she told me that they couldn’t disconnect til next month and I would have to pay next months bill??? Did I mention I am not in a contract? I am not paying for service after I cancel and return their equipment.
So she gave me the number to a “supervisor”. Who pointed out that I had been a customer for 11 yrs and why did I want to cancel, when I told him he basically called me a liar saying we have 24/7 technicians, that I could get through to a person and that it showed my service was only interrupted for a day. Like I want to argue those points, I’m just not going to pay for a service I don’t have. If this is how you treat your customers then I’m very surprised you have any. I haven’t heard one positive thing about Suddenlink on social media in a long time…..
I’m done speaking to “representatives” I will now contact the CEO’s office
Suddenlink went from being a great company with awesome customer service, to a greasy, money-sucking entity. Shame, shame, shame on you for allowing this to happen. Closing our local office, over-charging clients with NO proof, and leaving your phone Customer Service Reps no room to resolve issues.
I realize whomever reading this probably doesn’t care, but I would LOVE to hear from someone at Suddenlink with enough clout (and brains) to realize solving problems now will only benefit the company in the future.
Suddenlink no showed on me today. they did not call or email to cancel my appointment. Because this is a vacation home in California and i am not there, I hired an electrician to sit and wait for them for 4 hours. in calling Suddenlink at the end of the 4 hour window, they said they would escalate and resolve the problem later today. But, when i asked who i could call, they said i can only call the main 888 number in Texas. They could not give me either the number of the local office nor the phone number of the technician assigned to complete the work at my house. Suddenlink is a very difficult company to deal with. CJ
Suddenlink has the worst customer service that I have ever experienced. Recently I lost my landline and Internet service during the holidays. When I called for support I was on the phone forever and then told that I would have to wait 8 days for a service person to come to my house. This was not a great thing to have happen when you have a house full of company without Internet service. I waited my 8 days and it literally took the technician 10 minutes to repair. I then called to receive a credit to my bill for not having my Internet and phone service for 8 days and was told that my credit would be $18 (after being transferred 4 times). Are you kidding me. My bill is $250 each month and I receive an $18 credit for an entire week without service? I then asked to speak with a supervisor. I was put on hold and when the customer service rep. Nick came back he said that they were all busy and could not speak to me. As I said, worst customer service. If you have any other options for cable, Internet and phone I would certainly consider using them over Suddenlink.
They have the worse service I have ever seen in a ultility company . Maybe change the name to suddenclowns because it fits them better . My. Service comes and goes and this time it has been over a week and have to wait a few more days for a tech to come here I already replaced the mode do I know is not in the house . I know for sure is the filter out by the street which is a 5 minutes fix but we have to wait a week and a half for the circus to come. If CenturyLink had high speed I would get them . Suddenlink I think is time to sell.
My husband and I call Suddenlink Suddenstink because their service is so crappy. Now they dropped Starz and Starz Encore from our TV line up which means we have lost 23 channels. They did it without any notice. But I bet our $300.00 plus a month bill won’t go down. They are a bunch of crooks. We are certainly looking into alternatives. Several months ago my security system went out. When I called Suddenlink I specifically ask for a security tech to either come or call. 24 hours went by and finally a tech came who could not do security. Then Suddenlink wanted to charge a $50.00 service fee for their mistake. another 24 hours went by before a security tech called and talked me through how to reset the system. We live in rural eastern NC so our options are limited but I can tell you Suddenlink will be out as soon as I can contact whoever offers service in our area.
TO SUDDENLINK CORP Since I cannot seam to leave my email or feedback on the actual “MySuddenlink” site since everytime I try (8 times now), it says unable to process at this time. Soooooooooo Fn Frustrating. So here you go below
TO WHOM IT SHOULD CONCERN:
Hello. Hope all are safe and well. My name is Beau Tidrick a loyal customer since I moved to Georgetown on 14 Feb 2014. However, this past month has tested my resolve with SuddenLink. Today, I have been trying to get through to someone “live” on the phone so I can explain the issues I have been having that have not been resolved. Today, I have been on hold for 57:41min and counting minus the eleven (11) minutes I was on the phone with a rep named Lena. I explained to her that my connection signal has not been working on my TIVO on my downstairs unit since SAT, 30 DEC 17 around 9pm. All of my other TIVOs and connections and TVs work, to include the main box in my bedroom. As of 12:33pm I have been on this call for over an hour. This is not the first time I have tried to get this resolved, we called a couple of times to get a signal push over the holiday weekend. Also, I was trying to get a rep to find out why I still have the router being charged on my account after 5 months when I returned it on AUG 3, 2017 at the substation on DB Wood and Williams Dr. I have a yellow receipt with “Return TECH NBR 14361” on it showing the return date and time. I called on 12 DEC 17 at 1:15pm and was trying to get thru on two (2) separate occasions, both on hold for over 15 min and both times I was disconnected by whom ever answered the call. When I called back for the third time I was on hold for over 14 min when I got thru and spoke to a very nice lady named Shena who proceeded to help me with trying to credit my account back for the router I had returned in AUG 3, 2017 when her system went down and she was unable to continue to assist me. I went out of town for 2 weeks and then the holidays came so I left it alone until everyone was open again. As a side note, I do not usually look at my paper bill, because it is an auto payment. But this past bill I looked over. My attempt today to verify that it is being credited back to my account is stalled when talking to Lena she was looking up my account and verified /confirmed that the router was returned and in the warehouse as of 13 AUG 17. Then I asked her to credit my account of $12/month for every month I was charged for the router on my bill in AUG, SEP, OCT, NOV and this past bill in DEC 17. She put me on hold. I was on hold from my call counter at 39min to 1hr: 02min. After being put back on hold, I got thru today after 1 hour finally to an Anisha ( I think that is what she said) and she was super fantastic in helping me. Now she says that she cannot get the credit put thru but has to put me on hold again to get a floor supervisor to enter the credit code. It is now 12:55pm and I have been on this call for 1hr 22min while she is waiting for her supervisor to credit this account. This is absolutely ridiculous and very frustrating to say the least. All because someone did not do their job to completion back on 3 AUG 2017. Not only do I not have a signal on my TV, but I have lost an hour and a half of my day. Now, as of 1:15pm and 1hr and 30min on this call, Anisha just said that her system in not allowing her to add the adjustment for the credit. She said that the system did not indicate that I had my own modem thus the reason for supposedly why I was still being charged $12 a month for something I did not have from SuddenLink. I have another service change I want to make but I am hesitant on bring it up since I do not have another 2-3 hours to complete the task today. Since you are no longer having the STARZ programing, am I still going to be billed for the 500s channels? if so, then I want to cancel the 500 and the 300s channels, and the sports programing channels and SURCHARGE. The rates and fees have simply gotten out of control. So I think I will go in person to the substation and cancel these services. On my cable modem overcharges, I am not asking for anything in return, just asking for someone to hear this and know what is happening in the field. 1hr 41 min on phone and I have the picture to prove it. Unhappily, Beau Tidrick
I have been attempting to get the corporate email address to discuss a billing issue since the phone numbers I tried:
one was disconnected, a second is constantly busy, and the third (314-965-2020) says no one is available to take the call. It’s a rat race since customer service on the bill said to go to the local office which directed me to the corporate office. Does any one know the corporate email address?
try 314-682-5599
We have had the main line down since May 2017 A tree fell on it and about 500ft of a line is laying in the creek along with the connection box. Our service comes and goes with the weather since this break we have called the customer support since May it has now been 7 months to get this issue fixed we pay over $200 a month for service we do not get. It’s colder weather with snow and rain and guess what? We don’t have service!! It needs to be fixed I am tired of dealing with the call center that tells you they are going to do something and then it never gets done!! Class action lawsuit sounds like the next step in process!
I am reposting this comment because it shows a pattern with Suddenlink it is just too eerily similar to other comments. A theme of suspicious patterns. I have shorten the name to protect the innocent:
D. R. On or around June 8, 2017 on or around 3am
I pay for high speed internet. Suddenlink advertized 150Mbps. After not being able to stream N_tfliks or A_azon Prime I did a speed check and found that I was only getting 26.7 download and 7.97 upload (per a speed test by Ookla speedtest.net).
I have Suddenlink tech support & call out technicians try to bring up the internet speed, with limited success as my current internet speed is insufficient to do nothing more than browse the internet.
I would like to get what I pay for 150Mbps advertised “HIGH SPEED INTERNET”.
Worst service ever. I honestly do not see how your company can be number 1 in any thing except making money for your share holders off the backs of very disappointed customers. The worse your service gets the more services I keep taking off from what I use from your company. I am now down to internet service only. If I have to keep dropping the speed in order to get your attention I will. At this point I would rather have no service in my home then to continue to have poor service that I have to keep calling in for. Your customer service people are only concerned about either upgrading me or figuring out some other way to make money off of me by having a service technician come out to the house. And I do not dare to use my own equipment or I get punished for not renting equipment from you so that you can make… More money off of me. I do not know what your service is like in Texas or whatever main area that you have control over but in Humboldt County it is the worse and on top of that you make us pay for it. I no longer want to talk to your customer service people instead I come here to voice my displeasure of your service. You have done a very good job at shielding yourselves at the corporate level by training your customer support and technical not to allow a client to get beyond a customer support supervisor but when I want to speak to a manager (Not going to happen). I cannot wait for the day that one of the other services around the country finally take control over this area; not because they will be any better but just to get rid of your company from this area. This is only the tip of the iceberg ever since you dropped the channels that we all used to watch way back when service has gone down hill as well. I pray that Viacom would just buy you out and be done with it. You say it is because your trying to hold down the prices for your customer but we both know its more about making profit for you share holders who by the way are just as much to blame for lousy service.as your head quarters.
I have been out of service from Nov. 30, 2017 until now Dec 26, 2017. They keep sending Subcontract people who tell me the Co. knows of the problem but won’t fix it.
Sub’s have to drive over 2 hrs to get here and if they can’t fix it they don’t get paid.
Lost service in Nov. 2 weeks, Oct, 20 days July Aug- Sept over 368 Hrs.
The Co. does not want to issue credits and when they do they don’t credit for paper bill, taxes, and all fees. What a money making MACHINE.
I am now contacting the BBB and the Attorney Generals office of consumer protection in the stat of Louisiana.
Suggest you all do the same and get together to form a class action on these scammers.
I am again protesting your continuing charging sports Surcharge, now 5 + dollars from $3.00 for something I don’t watch and am being forced twice to pay for, 1 by your cable fees and 2nd in a surcharge. I know you are going to ignore this like every thing else regarding your price gouging for Crap you call sports. If you and or who ever can’t afford to continue to broadcast crappy sports channels then its time they are put out like that which is done with shows that have morals and respect for our country.
You are so on the money. Just another example of poor service. Its not how can we help you; its how can we nickel and dime you for more money.
We find your TV ad with the man locked out of his room in his underwear offensive especially with all the problems with our elected officials. Why are you promoting this behavior? You need to pull that ad today and come up with something else that better represents your company.
Suddenlink is horrible the supervisors support staff all I think customers should file a class action lawsuit it’s always a different story they give you a certain about that your bill will be when or if the bill come it’s something totally different it’s ridiculous
Somebody really needs to get the ball rolling and let’s file a lawsuit on Suddenlink. They are continuing to rip people off with their poor service and always turning it in to collections. They are a poor piece of mess. Let’s get this started. Then they have the nerves to continue calling, and sending advertisement. Now how sorry is that.
I am on board with the class action law suite
I am all for a class action lawsuit. How do we get it started? If any lawyers see this, please contact me via email. Thank you.
Johnk9837@ suddenlink.net
I agree lawsuit needs to be addressed put me on the list too.
Contact me at 681265XXXXX.
I am so with everyone on a class action suit. These people have nothing but lying , crooked techs. Customer service is terrible and they are rude.
I order Sudden Link October 16th they showed up at 7:45 at night from a contractor that Suddenlink hired as third-party installed equipment supposed to get unlimited data high-speed internet 400 he got it up to 320 that night it dropped down to 12 he gave me his phone number calling the next day he had me call their service and that’s where the s**t started rolling down hill they have been out here now as of November 18th 7 times now I’m trying to get them back out here again to work on the internet I have talked to 3 different supervisors and three different cities that have no control over the Georgetown service department they do as they want scheduled to be here on Saturday from 12 hours no show no call reschedule for Sunday same thing no call no show reschedule for Monday man showed up at 10:45 in the morning no courtesy call to let you know he’s on his way Son answers the door he’s 17 the man turn around just walks off did not ask if my other two children are here both out of college well over 21 call 10 minutes later could not get anyone to come back out reschedule for Wednesday which is today the day before Thanksgiving they were supposed to be here between 8 and 12 and they’ve changed the time now three different times it’s went from 5 two three now it’s back at 7:45 at night if they’re not here tonight Friday the day after Thanksgiving I will be delivering their equipment to their office and they’ll have to repack the s**t themselves this is the most terrible customer service oriented company I have ever dealt with and some of the cost and did you call they have such unprofessional people answering the phone just listen they go yeah can I help you well that’s about as professional for a billion dollar companies I’ve ever seen if their phone the same footsteps as a previous company that filed bankruptcy maybe a lighter going to tell him that’s not the way to run a company cuz it looks like they’re on the way to being filed bankruptcy in themselves they have a one and a half star of consumer report I should have read that myself I’m one of the other idiots that are making this long text message that no one seems to care about yet I also send an email directly to their main office the response I got back was please call our customer service line 1 888 full of crap please take this to Heart whoever you using now is nowhere as bad as this company is
Ditto on your experience….I had pretty much the same experience as you did in the last 6mths. Had a very heated conversation with a rep and a supervisor last night over a credit because my internet has not been working…they refused to issue. Talking with the supervisor tried to insult my intelligence with saying the reason why I am not getting my speeds is because of the paint in my house and how my house was built. Discussion got so bad….I demanded to talk to his boss and the supervisor hung up on me. Terrible company….starting my email tour today to their corporate office.
Ditto to the Ditto. You would think they would get a clue
Suddenlink sent a tech out to install cable Friday
11-10-17. He was suppose to arrive between 4-6pm. He got here probably almost 8pm. He left after 11pm and left us without cable or internet service. He came back this Saturday morning with another tech and they worked on fixing the issue. The tech left about 10am saying he would return at 12pm he had other service calls and WOW suddenlink my problem is not fixed so I get put off and the tech as of right now has not returned to fix my problem. I called in twice to report the problem and absolutely nothing has been done about it. This is the worst customer service I have ever had. Suddenlink sucks!! I will be looking for other cable service. Thanks management job well done. You want people to come to suddenlink and this is what you get in return. Stillwithoutservices
Suddenlink charged me $120 a month for basic internet and TV in Lufkin, Texas. They were the only provider, so they take advantage of people! A few years later, they sent me to collections for $78 and no matter how many times I dispute it and waste time calling on hold, collections told me Suddenlink will never stop trying to steal money from me. Do you want to join me with a class action lawsuit?
Yes I would like to join you! they are thieves and take up most of the areas here in Lubbock as well and charge me fees for disconnect after a rep turns my service on but then that rep charged me another 10.00 for assisting me when I didnt even make a payment just called why my payment arrangement didnt go through and why my service was disconnected. NO one and I mean No one has the same story why your account is so high or why your payment arrangement wasnt allowed or why you pay to zero balance and have a past due amount on your account 3 days later. They are so disorganized. They dont oblige by last rep comments and dont care and talk crazy to you as well. They basically make thier own rules. I can tell you 4 different stories I was told about y account when I called 4 different times throughout the day.
everobinette@ yahoo.com Exactly rite because they went and changed my account to cover their butts but I’m not going to let them get away with it. And agent Bre didn’t put me on mute and I heard every word that was said. I told her, and I’m calling a Lawyer about when they send text and I replied NO!! And whoever is over reading text messages don’t open the reply and takes upon themselves to push payment button and you have already have payment taken out on due date, and cause such a bad experience of overdraft, because all my other bills automatically comes out of checking and they tried to say agent before Bre didn’t submit refund and I know she did and when I called today checking to see if refund had been done and it says I have $162.00 credit and Bre steadily lying her butt off and supervisor rite there with her and dumba**es didn’t mute our conversation . I know how the symptom works with computers and payments and bills and I guarantee that the CEO knows that they changed my account to look like I was lying and it caused me almost $200. In overdrafts and they knew that they are in the wrong, and said last agent didn’t submit refund I also have text they sent me about taking $322 on first and I said no. Apple will send me that text my answer and I snapshot the text I want my $144. overdraft fees paid by there untrained and dishonest employees. 4/30/18 set up for $162. and other due was around 5/19/2018.And basically said I was lying because they had no proof the $323 came out and my bank will verify that total of $ they took was $480.and change. It’s your business in Charleston,Wv . I think I deserve my overdraft fees refunded please. They are set up to interrupt my google searches pop up email your account due and I have live chat and she tells me I have no disconnect and it’s stressful I know I only can pay . I’m on disability and life’s support no excuse to pay bill but I always have to make sure I pay minimum due. My son lived with me for a year and he’s the one who has me behind because he said paid and I believed him. I don’t like being called basically a liar. Its not rite being treated like a liar and I know my bank account L and statements will show you the truth. I don’t understand why people are so crooked and keeps passing me off to another and etc: I’m on disability and I cannot afford to be treated like old lady XXXXXXing and talk about you thinking on mute or hold. Your employees are what has yens in so much turmoil and disgruntled customers who pay enough money to be able to watch our entertainment and I know how things work with dealing with customers and customers satisfaction and believe me I know there are customers who are calling everyday XXXXXXing or complaining and want something for free. But it’s only rite I get refund my $162. And my $144. overdraft fees and totaled $308. That close to $322,97 the reason all of this crazy XXXXX , took my no to there yes. Please know I am not a liar and someone looking for something free. I have been a top manager and have excellent customer service skills and I would never change someone’s account file to cover their a**es.
I want to join you with a class action
I want to sue these rip offs
es count me in. They are terrible as far as customer services and not calling back at all.
Yes ma’am I will join you in this class action lawsuit, these people are the worst cable company ever. I’ve been on the phone with them every since 7 o’clock this morning and the matter still hasn’t been resolved. They keep telling me different time frames from when you can set up a arrangement when I have been doing this every month now all of a sudden I can’t make arrangements like I have been doing and paying my bill on the date with out any broken promises. They have given me the wrong number for corporate office had me calling another company their about to merge with, which they don’t have the option to look up my account. This can’t be real with this company.
Its real alright, they had a revenue of over 2 billion last year
Hi, I have tried to get through on the phone and after much wait, we were disconnected and she did not even call me back! I hope it is not so busy due to some unhappy customers like myself. I hate to tell you but you may be getting too greedy. You boast of all these deals and yet treat a loyal customer as myself badly. I have been with you guy long before it was npg cable. My loyalty does not even matter. You never even answered my last email. As for chat, that is another obstacle all together. Why I write is to first off, ask you to change this bill. You brag of a 30 day money back guarantee. Well right after I order this internet, you offer this great deal of a free wifi modem and cheaper internet. So I am asking for a refund and then wish to reorder it with this great deal. As for my main home account that you seem to want to gauge me on, I guess there is nothing I can do. I pay 100 bucks for internet 200 and a phone. You just upped me close to 20 bucks. gosh I’m glad you like me being a great customer after all this years. What a reward.~ Since you can’t seem to help me with my home service, at least make this one right please. I guess I should send my feelings up the totem pole as it seems nobody cares. Thank you for fixing the price on this account at least.
ME
They have a monopoly in our town.
My terrible experience with Suddenlink has been terrible since I signed up. I was told by the customer service someone over 18 had to be present for hook up. The technician got to my home and refused to hook up because I was not home. I had to wait another week for hookup. The technician then was 2 hours late and couldn’t get any of the equipment to hook up properly. I went to the local office to switch modems out and it still does not work. DONT get even half of the channels I am paying for and then I am told that all they can do is give me a $20 credit and then set up a technician to come out yet another week later. So now this is almost 3 weeks from when I signed up for service! So angry right now!
We do NOT recommend Suddenlink. We had Suddenlink for 2 months. It’s a toss up if AT&T or Suddenlink is worse. Both are completely dishonest, AT&T has worse customer service but suddenlink has extremely outdated equipment and services. In 2 months we had 4 DVRs that stopped working (they are all ancient relics)- of coarse they always fail on the weekends or after hours- so you are without services- despite calling and told someone will call back shortly… For the cost, a person will get better quality TV and Customer Service elsewhere. When we signed up they offered us a free Netflix, then Netflix raised the rate within a month and it would have only covered about 9 months, they said “the credit given is all Suddenlink intends to provide.” just another dishonest way to part you with your money. We no longer have any services with them.
I hear ya. It is seriously time for me to start looking into ANY other services of ANY kind to get away from Suddenlink. I’m an IT person for a government contractor and Suddenlink service is driving me crazy.
I thought about communicating in a professional manner in writing but after reading review after review I came to the conclusion it would be a waste of time. With an overall rating of less than 2 out of 5 it appears no one is reading the reviews or doesn’t care. IT appears there is a communications gap between the call in service and management with only a script for training. So sad.
This has been the most horrible experience ever. I have been mislead and each agent I speak with is telling me something different. The issue is I called in on the 17 to find out the billing information and was told to cover a late payment of $1.76 and then call back on the 20th to set up payment arrangements so that my services wouldn’t be interrupted now it is the 19th and my service have been turn off. So I call back in the lady told me all I had to do was set up a promise to pay and my services would be restored. When transferred to that department they transferred me again and then I was told that because my count was less than 3 months that I couldn’t get a promise to pay. So my question is why was I mislead from the beginning this has taken up most of my day calling and trying to get this problem solved and the last agent hung up on me. Again this horrible service and no one has been helpful at all.
Went thru this crap just NOW. The exact same scenario you just wrote . But I did it prior 2wks before and my due date was supposedly been promised too pay on Nov 1st
this company needs a consumer law suit because they are telling me the same exact story!!! My services were restored because it showed I made a payment and he didnt know why they told me I could make a payment arrangement for the 8th of Nov. Restored my service disconnected again Oct 26th!!! Told me they couldnt pull the call but do see Brian restored my service and but now I cant do that and have to make another payment they have started something new where Every one is updated on thier bills and no past due amounts and once you are current you wont have to make payment arrangements again. WHat the WHAT? So you mean you are cutting everyone’s service off, and making us pay for service we have not rendered yet? Yes ma’am!! This company is stealing form us like crazy!!!
This is the absolute worst service I have ever received in my entire life! My bills are ALWAYS overcharged. I speak to supervisors who promise adjustments and never do it and then my services are disconnected at random. I was told last week the issues would be fixed after several phones calls I ended up going into an office and the service was the same. No resolution. I am a single mother with a heart condition. I work from home at times and twice last week had to commute an hour with an oxygen tank just to go into work b/c my services were disconnected after I was promised they would not be. I was promised a phone call from a manager and that did not happen. I was told that once again my service would be turned off today which cannot happen. I refuse to pay almost $100 over my normal bill for just internet. It is sometimes very dangerous for me to drive not to mention with a small child. Something has got to give. I am seeing reports like this all the time. Why is your service not improving!??
I’m not a lawyer but that seems criminal to me. If people who sign up for suddenlink phone service have an emergency and go to pick up that phone and it does not work because of poor service….
If you are thinking of joining Suddenlink…DONT!! On any given day my services don’t work. I’ve called numerous times to no avail. When the tech originallyrics came to my home he did such a shifty job that I continue to have issues to this day. And then they send a tech out who lied and said he knocked on my door when he never did. I took half a day off work for this bs!! And when you call all they say is we are sorry!!! I filed a complaint with public utility commission and switching to direct….I refuse to pay 200+ for such shiitttyyyy customer service.
To The Management Team:
Acct# 001-3005-021730403
My name is Robert Alexander. I am a 22 year US Marine Corps veteran. I ‘ve had service with Suddenlink for 11 month. On Sept. 14th 2017 I called and requested to drop my cable service however requested to keep the internet service @50Mbps. I was paying a monthly total of 109.59. I was quoted the going forward for the internet would be $61, also that the cable service would be disconnected on Oct 1th 2017. On Sept 29th 2017 I called due to I had notice that my bill had increased to $178.56 from 109.59 even though I had just dropped my cable service. On that same call I spoke with three different reps who could Not tell me why this increase. I requested that a supervisor call me as soon as possible concerning this bill. I was told that my appointment to disconnect the cable was Oct 1st and that didn’t happen. I didn’t receive a call from a supervisor Brandon until Oct 2nd, where he left a message. I returned the call the next day and was told Brandon is not available and rep would leave a message for him to return call. I didn’t receive a call from Brandon or any other supervisor. I called again today Oct 10th @ 4:11pm due to noticing Another Increase, on the Oct bill to 293.96 with no explanation and was told that Brandon is out to lunch and would have to call me back. Also it was stated that suddenlink set another appointment date to disconnect the cable on Oct 18th 2017. This treatment I am and have been receiving from Suddenlink is Unethical and very Unprofessional. Attempting to take advantage of a 22 year military veteran with these Unethical practices are very Unfair. I will bring this matter and a copy of this email to the attention of the Veteran Administration, the BBB, and TV station WRAL troubleshooter. I am Requesting an Immediate Call From a Supervisor to address this matter.
Thank you – Robert L Alexander – Ret GySgt USMC
From one veteran to another: Don’t forget to go to your City and County who license Suddenlink to serve your area. They will take your complaint as well and address the issue when it comes time to re-license suddenlink in your area.
Sorry I pressed enter to soon. The FCC will also take your complaint and your local congressman and local senator at the federal level as there are many oversight committees who like to work on stuff like this for their constituents.
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I ordered the Canelo fight on 9/16/17, it was a last minute decision to order and I did so right before the main fight was to start. I ordered the fight on the phone, had it on speaker so my husband was listening. The phone order process went fine, when it was complete, the automated service said order complete however the automated service did no state what channel fight was located on. Again….right before the main fight was to begin… so my husband was looking frantically channel by channel to locate it. He came across a channel that offered to purchase it, so he did and popped up the fight and we just caught it in time. When I received my bill, I saw that the fight was charged twice. On 9/25, I called Suddenlink local number and stated my issue and I was told that the rep couldn’t credit my account then but had to route my issue to a supervisor by email and I would receive a call the next day from a supervisor about my issue. No call the next day so I called Suddenlink back on 9/27 to get a status. The rep stated that she showed that it had been routed however had not been looked at yet and to give it another day. No call. I then called back today 10/4, I was told by rep Michelle, that after speaking with a supervisor (and being on hold for 10 minutes) that they would only credit back $25. I said, why…the fight wasn’t $25. I was charged $69.99 and $79.99. She said that they show the fight was ordered on 2 separate receivers and that was all they could do. We live in a 1 bedroom apartment and have only ONE receiver. I asked to speak to a supervisor. She said the supervisor was standing right by her and that was what HE said and she put me on hold again. After another 10 minutes, Keana said SHE was the supervisor and that the only thing they could do was to credit back $25 and if I had called within 24 hours I would have been credited back the full amount of one. I stated to her, you do realize that you don’t send out a bill after pay per view event is ordered and I didn’t see the 2 charged till AFTER it was mailed to me? I then asked to speak to her supervisor. Her response, no that wont be necessary. I said, oh it wont?…ok I will go ahead and contact corporate and hung up. I am not asking for anything extra nor am I making this up. All I want is credited back one of the amounts…I’ll even take the lesser. I am completely shocked at the lack of customer service I have received. If this cannot or will not be resolved at your level I will go ahead and contact corporate offices and officers. Seeing the comments it appears that corporate is a joke. Believe me…I will make ALL contacts by ALL means necessary. Small claims is an option I will definitely consider.
I just spent the good part of 5 minutes reading other reviews, all that I read I agreed with 100% and/or had no trouble whatsoever believing and one that I personally think sums it up perfectly is this “sudden link sucks.” Plain and simple.
In April of this year (2017) we bought a house in a small town in eastern nc. When we researched internet providers we came to the simple conclusion that there were no other providers but sudden link, well that was okay, the service seemed good enough and when you’re moving you don’t really care you want it set up just for the satisfaction of crossing it off your list of things to do which is usually growing by the minute. Now our service is set up, and we’re happy to have our Netflix, and Google back in our lives, when we receive the first bill. The very first bill we EVER received from the company was a “Final Notice” it informed us that we hadn’t paid a previous bill, and after numerous attempts to contact us they would be disrupting our service, and the bill in question would then go to collections. Welcome to your new home, now give us all your money!
When we called, no one would give us a straight answer, the only thing that every representative we spoke to agreed on was that we owed them almost $300.00, for the past months service.
At this point in my story you’re probably thinking wait, they didn’t receive a bill in the first place, and had only just moved in. How could they have a late payment, or a “past months” payments if they were only in their new home for less than a month?
That’s exactly what we wanted to know and if you’re wondering we never received an answer. After speaking with a number of representatives we finally spoke with a supervisor, who was clearly following a script printed out for “how to deal with unruly callers” at this point we were much more than unruly we were angry, and we didn’t care who knew it. Finally after speaking to another supervisor in a different department, not in billing, not in collections but in tech services did we finally get the issue resolved. We still don’t know why we were charged so much, or why we were being sent what I like to call “legal hate mail” but also known as bills, and collections, and we don’t know how it was resolved all we know is we were never charged like that again, and collections claims to have nothing on our wrap sheet so we were in the clear. Now remember the only service in our little town is Sudden Link, realistically if we had options we would’ve cut and run right there and then but unfortunately that was not an option.
So for the next 2 months we used sudden link and paid an willing 75 a month for nothing but internet, no phone no cable just access to the world wide web! Meanwhile we only got connection in three rooms, and when we had someone come out to fix it they said they couldn’t, it wasn’t them it was where our house was positioned on the block, so we call again someone else comes out says there’s nothing wrong and we should be getting connection all through the house!! We still weren’t but we were done arguing. Then one beautiful June day we received heap junk mail, and nestled in this junk mail was a shining light, a saving grace, a small green flyer that stood for hope in my household. Century Link Cable Company was going to start covering my neighborhood. So in June of this year we cut ties with Sudden Link and said hello and welcome to our home to the service of Century Link, and since then our lives have been peaceful, tranquil, and not once have we tried to throw a computer or television out the window!
Until now. October 2017 when I received a call from collections claiming that we owe a total of $273.00 to SUDDEN LINK! for past due service from, July, August, and September…
Now back track to June when we switched companies. We called Sudden Link, and cancelled our service simultaneously paying the last bill. We were informed that our service would be cancelled and that our bill was paid, and that if we received a bill this month to ignore it as the bills had most likely been sent out already. Okay. So we did receive a bill, and we did ignore it, because we did pay it, we didn’t receive anything after that so why now in October are we receiving phone calls requesting we pay them more money?!
Well according to sudden link, our account wasn’t cancelled and we were renting a modem. Which we weren’t we have our own. So when I called and was told this I informed them we have our own modem and we have been with a different company since July, and I have all my bills to show it.
The solution offered to me by Vanessa in collections (on a recorded line I should add)
If you take your modem into your local sudden link to show them it isn’t ours we will waive these dues…
So I have to disconnect my internet, and take it in to the local store then come home reconnect it and hope I don’t screw up my current service. For these people to “waive our dues” “OUR DUES” LIKE WE ACTUALLY OWE THEM ANYTHING.
Unfortunately since I’ve been down the road of trying to speak with a reasonable human being before I know better than to argue. So I’m going to do this and you can be sure that if I do cause a disruption in my internet service, and if I need to have a tech come out, Sudden Link will be paying that bill in full. Which is the least they can do, because I should ask for a full refund from start date to finish just for the stress this company has caused.
Yes I suppose now that you’ve read this you might think wow she could’ve stuck with “Sudden Link sucks” but I really needed to say that to you all at sudden link, and to anyone else who may read this. I have dealt with crappy companies before but never have I dealt with one quite like this.
I have been trying to find out why I cannot get certain channels that are in my package and it is difficult to even get thru the multitude of layers between automated messages and phone numbers that eventually end up terminating the call. The channel lineup changed and the link provided on one of many recordings says to go to suddenlink’s tv channel lineup and that even leads to a number of links that are NOT useful or user friendly. Then when you finally do reach someone after trying several times they are so incompetent with helping to answer basic questions they end up saying let me check then end up hanging up on you!! So frustrating!!! Suddenlink seems to be hiding from customers and even trying to find the corporate offices to complain you run into disconnected numbers. What a shady group!! So many 800 numbers and recordings they hide behind! When I contact another service provider I might go thru 2 recordings then get to speak to a representative. Suddenlink’s commercials about great service are FALSE ADVERTISING! Next stop ……contacting the FCC and BBB to complain.
It’s sad when you venture to a companies facebook page and it’s all negative. But I totally understand why. This company has the worst customer service I have ever dealt with in a company. They do not care about their customers. They are only in markets where there is no competition. WHY? Because they can’t survive with competition. They bully their customers. Their supervisors Nassar in their sales call center, was such a horrible supervisor. He kept his employee on the phone to deal with me instead of taking the call over himself. This didn’t just happen once. I requested to speak with the supervisor and his employees kept having to make excuses for him. Then I asked to speak with his supervisor. Tim, with the employee ID 75101 tried to intimidate me. He was very rude and arrogant. They did not care what the problem was and their company created the problem. He kept saying he didn’t care about what happened in the past and he was trying to fix the problem, yet they were not willing to help outside of what they wanted to do. They did not care how this has put me and my family out. They did not try to make it right. All they kept wanting to do was reschedule the appointment. Reschedule for times I nor my family can do. But they aren’t willing to adjust for their customers, even though they created the problem. They can do this, because of the lack of competition in the area. They do not have to perform to higher standards and can treat their customers how ever they desire. Horrible company, distasteful and despicable.
I used improper spelling of some words and I apologize.
I looked on the internet as far up the ladder as I could to find someone who might listen, I know I’m dreaming but, anyway I wrote an email to Altice who bought SuddenLink hoping that they see what the real customer is going through with rude reps., poor service, etc. Couldn’t hurt? I know… probably not help either. Today when I called Suddenlink the representative had a conversation with the person next to her about whatever while I was talking to her. She did not care. And the bills are going up again in November. This would be a good area to start a new internet service provider… just think the amount of business they’d have.
Worst cable system ever and the customer service people seem to play fast and loose with the truth.
I have been trying for several days to get to a real human who can tell me how to get to a channel listed on the new lineup but not there. No one has an answer; no one knows who does have an answer. There are no humans after 5:00 p.m. If you call tech support you get a recording that will reset your cable box whether or not that’s the problem. Suddenlink used to have great customer service. Now it is non-existent. HELP
I’ve been trying for weeks to get a payment arrangement made. This is due to my father-in-law dying. My son uses the internet for his classes. Now they have suspended the services and said they can’t help me because I didn’t do anything before my services were disconnected. Mind you they did mention the fact that I have been trying to make payment arrangements. I’ve never seen something so heartless in my life.
We were told before we bought a home 2 streets over from where we had service that service is available at our new home. They came out to hook up our service and was told no service available. Now they call me back today and tell me they can get service to me if I pay to have a plant put in my me. Thousands of dollars.
This is beyond wrong. I have sent you many customers.
This needs to be resolved immediately.
214-876-XXXXX
Account #\0018636638826003
XXXXX Island Cir Old Address
Tool Tx 75144
XXXXX Park Pl. New Address
Tool Tx 75143
Dear Mr. Goei,
I have been a long time (>15 years) customer of Suddenlink in Bullhead City, AZ. I was perhaps the first subscriber in our community for the new Digital Phone Service which at first was less than reliable. The then plant Manage George Acker was instrumental in improving reliability and he personally visited our home to resolve the issues.
I am writing to you today as I am at whit’s end…
Just over a week ago I signed up for Suddenlink TV Service. Among the equipment provided was a cable card which has been an endless source of frustration. It was also for a friend of mine a year or so ago when he had the same problems. The first card I was given was DOA as determined by a technician that was here yesterday. Unfortunately even though I had requested at the time the service call was setup, that he bring several cable cards the message didn’t get through.
Being somewhat of a computer expert and retired Electrical Engineer I observed a practice in our local Suddenlink storefront where when someone returns a cable card it Is handed out to the next customer requesting one while they have no means to test and certify the card as fully functional. This is like your bringing you car in for a new water pump but instead they put a used part in its place only to have it fail before you can drive home. If this happened you would be pretty mad also.
Furthermore the cable cards when “Paired” can not be verified by Suddenlink. My second card obviously has defective configuration memory locations that prevent access to about 15% of the 200 channels that I am paying for.
I have requested a speedy resolution of this issue but have been told the next service date is next Wednesday. Do you want to bet that the technician will not be alerted to bring at least 3 cable cards with him so that we can “cherry pick” and get one that is fully functional?
There is a significant opportunity to make more happy customers by defining a process whereby returned equipment is 100% tested before it is given to another customer. If the testing can not take place locally the equipment should be shipped to a central location where it can be recertified.
If you could intervene to facilitate a more speedy resolution to my issue, it would be appreciated!
Regards,
Marc Goldstone
Bullhead City, AZ
Dear Mr. Goei,
I am completely dissatisfied with the current customer service of Suddenlink. I moved into your area in November of 2016 and was told you had the best service. Quickly I figured out that was NOT the case. After multiple attempts of your service team to set up my system I continued to have inconsistent service and poor internet connection if any. Finally a supervisor came out with the technician and determined that the issue was not the wiring in my home but instead that a squirrel had eaten through the wiring on the outside pole. They pulled new wiring from down the street and suddenly I had service! I was then happy!. Until my service was cut off and I realized that I’d been charged a $75.00 installation charge when the supervisor came out, that resulted in late fees that made my account to appear that it was not paid in full.
In January I called your company customer service center for help and after many conversations, hours of waiting, and multiple call backs one of your supervisors was able to see what happened and credited the installation fee back. We discussed at that time that any late fees on my account as a result of the incorrectly billed installation fee needed to be removed as well. At that time we also discovered that my monthly bill amount had increased from the originally agreed upon $163.72 to $179. I was being billed a different amount than I was told over the phone when I first called and signed up for Suddenlink service. It seemed that the first or second or maybe third set of technicians had adjusted my service plan and I was now being billed a different amount as a result.
This supervisor made adjustments to try to get my service to the agreed upon amount (originally $163.72) and finally was able to make adjustments to $161.42 per month. This was an issue b/c evidentially the discount code used for my original amount was no longer accessible.
During our conversations in January I was told that I owed $53.29 as of 2/20/2017 instead of my new monthly bill amount of $161.42 (the difference was a reversal of the $75 installation fee plus related fees billed to my account since). I timely paid this amount on 2/13/2017.
Since February I have timely paid the $161.42 agreed upon prior to the 20th of each month.
Today I determined that somehow the amounts told to me during those conversations did not pan out, that my account has instead been billed $161.44 each month, and my payment of 161.42 has created a late fee each month.
These fees are a complete accounting error as a direct result of Suddenlink’s horrible customer service.
Please have someone from your corporate office remove these fees from my account. Please note I will be shopping for other services.
I spoke to one of your supervisors today in the Rocky Mount office. She was polite and professional but her statement to me was that my bill had been paid late since 2016 therefore there was no way the company would credit me these fees. Please understand the ONLY reason my bill has been paid late is that Suddenlink incorrectly billed me for a $75 installation charge back in November when I had your service installed and I believe any fees, late fees, etc. created as a result of the timing of when that fee was billed and the correcting reversal of the fee should also be removed from my statement. I am writing to you because when I asked to be transferred to her manager, the supervisor I spoke to today said that I needed to contact corporate. When I asked for your number or contact info she told me I could research that on line, it was public information.
I plan to continue to make my story public information about your company. Your team provided TERRIBLE customer service.
Dear Mr. Goei, CEO, Suddenlink. I have had Suddenlink service for a 28 years. Lousy company, not at all customer helpful/ friendly. I have high speed internet, turn on my computer and have to wait several minutes to bring up my e-mail, if it ever happens or I must return to my computer several hours later. However I am still charged for high speed. Many other complaints I won’t bother to relate at this time. Wish I had a choice of better service but will not go into that subject. After waiting forever to get on line, I call a service tech and have to listen to all the garbage (a form of advertising savings) Suddenlink has to impart and pushing numerous numbers before getting a tech on line only for the tech to tell you there is nothing wrong with the system. Believe me, if my husband was not disabled and TV helps him to pass time, even though he has to watch reruns many times over I would throw the whole system out the window and not even say goodbye. The old saying, no bird flies so high but what their feathers drop. Believe me, your feathers will drop with Suddenlink’s rising costs and poor customer service, competition will eventually offer good services for our community. I am anxiously waiting. Beatrice Burnett, Russellville, AR
robertpaul725 at yahoo.com worst customer service and internet service I have ever experienced. I have had two appointments THIS week and no tech showed at either one. Internet works part of the time. I have been home two afternoons now with no call no shows. Stay away from Suddenlink.
Suddenlink sucks. I could go on and on about my experience, but why not just summarize. Suddenlink sucks.
My experience with Suddenlink so far has been a good one, We moved in a Suddenlink subscription area from the New England where we had the triple plan Comcast for close to 8 years and had a great experience with Xfinity. I would consider them close to comparable. We had the suddenlink triple play when we first moved here, Customer Service was easy to contact ad tech support was excellent. My wife thought We could save more by switching to direct tv and their phone and internet affiliates. After a couple of months of slow internet and phone issues and it costing us more, we switched back to Suddenlink, we will switch back to cable tv also once the Direct TV contract is up. When we left to switch temporarily to DIrect TV, Suddenlink paid us our full amount we had put down initially within a reasonable time.
My only concern is their 250 Internet Data, the majority of others are up to 1000 for their internet data. With Netflix HD and other demanding data programs it would be encouraging to see Suddenlink catch up with Comcast, Cox, AT&T and the others who have already adjusted their internet data to 1000 for the growing demands of modern society.
I have been trying for 8 weeks to get my cable line buried. It runs across my property and two of my neighbors properties. Multiple phone calls have not solved the problem and the phone number for your corporate headquarters is a joke.
Wow, after reading all the comments it looks like what I am going through is typical. Never could get good internet service through Suddenlink. I went ahead and kept the service much longer than I should since we planned to move. Once we moved we were out of the service area of Suddenlink so I canceled after my year contract. Now after dealing with the service and still paying and Suddenlink can see I had multiple phone calls to them (just finally giving up and accepting the service for what it was) I am being charged for two different pieces of equipment – one is the internet modem that I sent back, one is a phone modem which I NEVER owned. They keep saying they’re putting in a ticket and I get no response. I ask for a manager and they won’t let you talk to one. SUDDENLINK DO NOT AUTOMATICALLY DRAFT MY ACCOUNT FOR FEES THAT I DO NOT OWE! TRIED TO RESOLVE PRIOR TO BILLING CYCLE. YOU JUST SUPPOSEDLY KEEP PUTTING IN TICKETS AND PROMISING A PHONE CALL BACK… THAT HASN’T HAPPENED.
I began using Suddenlink decades ago, when you were still called Cox. I used to encourage other people to use you because you gave excellent service, in person or on the phone, and you were always willing to actually listen to your customers. I dropped my internet provider to switch to yours after you started offering that service.
The last year has been a total nightmare, with incompetent, lying service techs pushing, pushing, pushing to roll a truck to make an extra few bucks. Some are absolutely rude, none of them listen, and they all sound like total idiots. (When I call and say I lost my internet, and two cable television connections all at the same time, with one of them being a SEPARATE line run to the house independent of the original line, don’t try to convince me that my modem and router are the problem. I am not an idiot. I worked in IT).
Don’t tell me there is no service interruption in my area when I have pulled it up on my cell phone and know already that most of my state is off line.
Don’t tell me that you are sure it is my router causing the issue when I’ve told, you three times, that YES, I own a router, and NO, it is not currently being used.
Don’t tell me that I have connected the wires wrong when I just told you it had worked for four hours straight without issue and then everything crashed at the same time.
Don’t tell me that you are positive it is the modem, the NEW one, you just gave me, after convincing me it was the old one you HAD given me.
Don’t tell me you HAVE to send a tech out to meet with me, when I know, perfectly well, that getting a signal from microsoft trouble shooter that the IP address is “invalid”. I cannot assign my own ip address.
I don’t know if you need a new customer service manager in Lubbock, TX, or if you just need to cancel the policy you’ve changed recently, but I know that I am going to switch out from your company if this continues. I pay far too much money a month for this kind of stress and bad service.
I hope, instead, you’ll fix the problem from the corporate end, but Dish in my area, at the full rate, is cheaper than you are. I was willing to pay the extra money for you because your service techs made it worth it. If I am getting bad service, I might as well pay for bad service at a lower rate.
So I am allowed to work remotely from home through my employer and today my internet went down this afternoon. It has been down since, going on 4 hours. I pay $90 for this monthly service and to not be able to use it, is not right.
I called to find out what was going on with the connection and the CSR was rude and told me to F Off if I did not like the fact service was down! Is this how you train your CSR’s at your business?
I am now looking for a new ISP provider and will no longer EVER do business with your rip people off company! Suddenlink is a shame through and through. All subscribers beware and DO NOT GIVE THEM YOUR BUSINESS!
I have had Suddenlink service since Feb. 2017. I have had to call each month trying to get my due date changed to after the 3rd of the month,. Each time they assured me it was changed. But somehow it moved to before the 3rd. Now because the payment didn’t go through before the 3rd, I am no longer eligible for the $100.00 gift card for keeping a more expensive service for 3 months. I am on a fixed income and cannot afford the faster service but got it because of the gift card. Now I am not eligible!!!!! I have called repeatedly to change the date. This was not my fault. They told me they could not change it and gave me the corporate number but the operator is not available to take my call!!!!! I just want to talk to someone who can fix this problem. I would change companies but the internet is much slower at the only other internet provider. This is no way to do business. I may cancel anyway, I am beyond dissatisfied.
Your Sedona Arizona Service STINKS! You bought NPGCABLE.com, and IF you needed to upgrade your equipment to better serve those who pay you (My Bill 167.24/mo) then you should do so. You have a MONOPOLY here in Sedona. Damn, I WISH that COX was here because I would TERMINATE my service with Suddenlink.
Hell, I can’t even access your web site SUDDENLINK.NET? What the hell kind of business are you running? Don’t you know that your business provides services to those who pay for it? We who must as a result of no other providers should receive a refund for each time we are inconvenienced!
SUDDENLINK? What’s in a name? Not a DAM thing!
i’d like to start out by saying I had decent Internet service with you guys however I turn my service off and turn in my equipment to the dropbox and you guys charge me for the equipment right out of my account I think I’m going to go ahead and hire an attorney to sue you for fraudulent charges because the bosses been sitting there for 21 days in the dropbox and nobody has picked it up and checked it out so then you charge me $70 for the equipment I think that this is the most negligent That I have ever been treated by and cable company so I thought I typed it right this out for everybody to read on your main website I don’t think that this is correct
I’d like to point out that your internet service is not being provided to the extent my family is paying for (50gb data/month) when looking at a free internet speedtest our download speed barely reaches .2mb on a good day and upload speed is even slower. On top of that, our internet decides to lose connection for extended periods of time (ranging from 5-30 mins at worst) and this happens constantly. Now one might think we live in a rural area that is far away from the providers, but I find that hard to believe when we have technicians less than 5 minutes away and we have a Suddenlink Communications Building less than 3 miles away. So excuse me for being a bit perturbed that our whole neighborhood is being affected the same way. I work from home and it is very bad when I cant even send an email to my co-workers without my internet cutting out. Oh, and did I mention that every time I ask about why my internet is so crappy I am always responded to with “You have an outage in your area” right, an outage that lasts an entire year yup it all makes sense now. I live in bullhead city, if you bother checking your emails at all you might know who i am Suddenlink. Anybody else who reads this, buyer beware Suddenlink isn’t as good as the commercials sound.
I find this hilarious that every comment is a negative comment. I find it even funnier that every problem is the same. I recently had a complaint with a competitor company for parking a work truck in my yard and doing damage to my grass. That company who I do not have service through has an email straight to the CEO’s office. I sent an email and in 2 days my yard was repaired. Can you believe that? This was sent to headquarters in Tampa, FL!!!
Suddenlink has no phone or email to headquarters. This should not be allowed. I also know that Suddenlink waste a lot of money paying people who do not have “access” or “knowledge” on your situation. Take for instance, I called the billing the department and the lady could NOT tell me what a certain charge was for. HAHAHA. If she does not know, how am I suppose to know?!?!?!?!? She offered to put in an order for a supervisor to call me and seeing as how I am 30 days into waiting for a 24 hour call back, I decided to say no thanks. She put me on hold for 20 minutes and finally a supervisor picked up. The supervisor of course had no idea what she was doing. GET RID OF THE SCRIPTS SUDDENLINK!!!!! It is not 1997 anymore. People are not falling for the robot sounding script reading from these agents.
I am tired of hearing, “I cannot speak for these other agents” or “I am very sorry you feel this way” Finally this “supervisor” gives me a number to call corporate. I called it this morning and guess what…..IT WAS ANOTHER NUMBER FOR THE NORMAL CUSTOMER SERVICE LINE!!!!!!!!!!! HAHAHAHAHAHAHAHAHAHAHA
All I can do is shake my head and laugh at this company.
No wonder everyone goes with Dish and Direct or Netflix and Hulu. I can’t wait until streaming puts Suddenlink out of business for good.
What a sad way to do business for Americans who break their backs everyday working, just to earn a dollar only having to turn around and give it to companies like you.
Suddenlink customer service is terrible.
Do yourself a favor and find another internet and cable provider.
They have made it company policy to gouge customers with predatory Late Fees. The customer service rep said it is a major source of revenue for them.
1 day late results in a 25% late fee on your bill. That’s 300% interest annualized.
If you dispute the Late Fee and pay your bill in full but deduct the Late Fee amount they hit you with the Late Fee.
It’s time for tougher State and Federal regulation because Suddenlink is a monopoly where I live. They should not be allowed to continue this practice.
Do yourself a favor and Don’t use Suddenlink!
They always have your comment “Awaiting Moderation” so it can be “” Modified”” by them, which means our comments lose their impact by the truth being “””Modified”””.
I am finally ditching Suddenlink because: 1. Their Corporate Offices are a joke; no phone numbers are correct; 2. Suddenlink Customer Service is a DUCK and how I hate to slander a waterfowl I like in place of the word I want to say; you can figure it out. 3. I think there “software engineeres”actually manufacture mal-functions if you complain about them. I have said they use real live actual Monkeys to create their “Software”.Some of them have created problems in my computer taht I never had before. 4. Their “Speed” is so amazingly “S-s-s-l-l-l-l-o-o-o-o-w-w-w-w-w-w” even when you pay for an increase that is never there. It is like MOLASSES ability to flow when set outside in dead of winter in freezing weather; it is not going to happen. I am sending this complaint to other complaint places and to Hoover’s because none of the Corporate Phone numbers are active.
Why did jonesboro office turn me off but i talk to someone today and they said it shows i have until the 17th to pay again i paid my bill on the 3rd of this month
Suddenlink is the absolute worst service ever! They know they can charge customers a really high price for internet and cable because certain areas don’t have many options for services. I paid almost $100/month just for internet! Then a late fee was added to my account when I wasn’t even late! I spoke to a supervisor and she said it was SUDDENLINK’s error but somehow they are still charging me for it and said there are no credits that they can give me. Talk about trash service and an overpriced company. So glad I cancelled my service and wouldn’t recommend them to ANYONE else!!
these people are a joke and rude.
they were bought by a French guy billionare that doesn’t give a f**k about customer service and only how to rip his American customers off.
they have the worst reviews around and they don’t care, they are unethical. They lie and hide behind the worst English speaking customer service and phone system that is junk..
I am filing a complaint with the bbb again.
They charge a month in advance.
If you downgrade their crappy service in the middle of the month, you have to pay full price for the rest of the month..
THESE PEOPLE ARE RIP OFFS
wait till I catch one!
I want to say WOW ! so many bad complaints . I have one . I have been bounced around to phone support so much doing the same old trouble shooting . After 10 times you figure it’s not going to fix it . sending techs out over and over is not cutting it . I have the 1g tier internet since it first came out to my area . Had the Hitron modem well my speeds started slowing a little and cutting out so went to local office and they setup a tech to replace modem. Still didn’t fix problem . I purchased my own modem that identical to the arris gateway suddenlink uses. It works good but still same issue so I went into status page on modem and it’s not even bonding the full 8 upstream channels which makes a difference. It has 4 channels at doc 2.0 . I remember having 8 channels with the Hitron . I tried explaining I been seeing techs working on poll on front of my property a lot this month but the reps on phone blow it off and say they see nothing wrong in system . I have had issue in past and it was a node or at head end or cmts it doesn’t matter what it is what matters they are not going far enough to fix issue and it’s not modem issue . Why am I paying for 1g if I am not getting what I am suppose to . I was getting it until they started working on poles . My question is what can you do to help escalate this to get it fixed ?
I have never been so appealed at such poor customer care in my life! I could rant for hours of the poor service but will not BECAUSE I believe Suddenlink is the 6th largest cable provider in the US so what difference does it make? NONE…we keep paying to have horrible service and even worse customer NON-service, trying to call for help is a REAL joke! they system “sends an update to your box” when you’re not even calling from number on account…way to appease! Technicians don’t show up when they are supposed to and you never hear from any one, equipment is poor quality…yadda yadda yadda with all this said if our PAYMENTS were to follow same guidelines as customer service we’d all be disconnected, what a shame have to take off work to resolve issues…like we work for Suddenlink. If the CEO, COO were to go on Undercover Customer I would think they would be disgusted but as long as their huge (yes google their annual income…HUGE) compensations and bonuses (for what I have no idea!) keep rolling in why would they want to change anything? put forth more effort? strive for higher quality? better customer satisfaction? no reason at all…and if I, or 100 people, or even 5,000 people across the US were to stop service no one would care less! So sad and disheartening…cable and internet out for 4 days and I’ve spent apx 13 hours on the phone trying to get some help…have had ZERO movement!
Suddenlink technical support has become a real problem. I constantly lose internet while on the phone or computer. Ive had numerous technicians come and check the lines , replacethe cable ,etc. but still have the same issues. Today I have no connection for the TV, it keeps serching for a connection and it can’t find any. I called the suddenlink phone number and they said or I should say the computer said they are experiensing some kind of outage, that was well over two hours ago. Come on Germany get with it.
I pay for high speed internet. Suddenlink advertized 150Mbps. After not being able to stream N_tfliks or A_azon Prime I did a speed check and found that I was only getting 26.7 download and 7.97 upload (per a speed test by Ookla speedtest.net).
I have Suddenlink tech support & call out technicians try to bring up the internet speed, with limited success as my current internet speed is insufficient to do nothing more than browse the internet.
I would like to get what I pay for 150Mbps advertised “HIGH SPEED INTERNET”.
Where shall I start….. first time they lied saying I wasn’t home and they left. The second time I busted them lying, trying to say I wasn’t home, he pulled around back and I followed him, he was playing on his phone along side 2 other suddenlink trucks. He played on his phone another 20 minutes before he would come in. He created a mess of twisted cables etc which caused issues. They send another guy out to fix the mess and tried to charge me $60 for it. Today I had an appointment 4-6 PM, pulled in 3:55 PM to find out he already left, he came at 9:30 AM instead which is far from 4:00-6:00PM.
Now won’t come back, such bs!! They can do whatever the hell they want. Worst service and company ever!
Sudden Link is HORRIBLE ! The technicians have no clue on what is going on or how to fix the issue ….HORRIBLE SERVICE…Paying for something I cant use 99% of the time , internet on-off on-off all day & night Told someone was to call me 2 times …NO calls
They do not put anything in there notes , so I look like a crazy person……………I would NEVER suggest SuddenLink to anyone
Just wondering why it is that new customers that may not be around 3 or 4 months, and leave, are always the ones to get the best offers on service. Example. I was fixing to pay my bill today, and what popped up on the screen, but an offer for new customers of a 200 buck gift card for bundeling services. isn’t that great. well, ive been a loyal customer for over 5 yrs. Never missed a payment, or even been late one time, and ive always had the bundle package, but what do I get.??? Just a larger bill. guess im paying for the new people. please tell me why I shouldn’t get some kind of compensation, for being what yall call a vip customer. Love to hear from you.
I read several reviews and have agree. Have been over three weeks trying to get e-mail. Seems they changed part of my account number and no one knows why or why they don’t have us on file as having this account. I sure get the bills! No one can fix it. Tried a few times and finally get a call saying it is fixed. Guess what! It isn’t. They tell me to try different things but none seem to understand. If you can’t get on line you can’t get e-mail! As far as people wanting to switch to DirectV, we have had billing and increases in bills all the time. Comes in as “other charges”. Can’t get that either as it is auto pay on line.
My problem began last Thursday, April 6. My wife and I were watching TV in two different rooms. Approximately 6:00 pm both TV’s suddenly went to a blue screen with a “no signal ” message. I reset all of the equipment and TV’s. Nothing. I called Suddenlink and a technician came the following morning. After checking both TV’s he determined both units simply “went out”. I brought another TV from another room to plug into the main DVR as that is where my wife’s TV is. He did not get that TV to work and said it was “incompatible”. I found this a little strange but took him at his word. I had an internet outage over nearly the entire weekend and another technician came Sunday to check that out. For reasons I do not know, the internet began working shortly before the technician arrived. When he did get there he also checked the two units not working. He concurred with the other technician that both TV’s were “out”. Forward to today, April 11. I bought a brand new 55 inch TV today and hooked it up. Guess what? The exact same issue with the old TV. A “no signal” message. I have talked myself until I’m blue in the face with people on the phone from Suddenlink. I have told everyone I have spoken with that I am a cancer patient and the TV is pretty much my only source of entertainment. I am now trying to manage on a very uncomfortable couch. All of my medical equipment is in the back room. The people I’ve spoken with have offered no answers to anything. My next step, unfortunately, is to contact an attorney. In my physical condition, that is not something I want to do, but I will if I must.
Shenandoah is an established neighborhood in College Station, Texas. Ed Froehling has added three (3) new streets to the subdivision. The streets are named Robinsville Court, Brunswick Court and Bridgewater. The residents on the side of Robinsville that backs up to Harrisonburg Lane have Suddenlink service. The rest of the new streets do not have service. I know that the builder has been in contact with Dan at the local office and we still have not received any service. I have been waiting for a month while others have been waiting much longer to get service. I have been a Suddenlink customer in College Station for over 20 years. I am so frustrated at this point that I am looking elsewhere for cable and internet service because I cannot get any service. I have contacted Suddenlink in person twice, by phone and online numerous times. This is very frustrating as my new house is in an already established neighborhood. My old house is only about six streets away. For the past 14 years, I have paid over $100 a month for services with Suddenlink. At this point, I am considering DishTV or DirectTV. Please look into this matter as soon as possible!
Not sure where to even begin. My account is under my father’s name, I was added through the website, and have been the only one to speak on this account for over a year. 2 months ago it came to my attention that there was a missing payment on my account for about $90. I spoke with a lady who was to investigate and call me back within 2 business days, still haven’t heard from her, or anyone. My next bill was released, and I called explaining that I am disputing this charge until we resolve the missing $90. In the process I received a call that they were to disconnect me regardless of the dispute. I called then to schedule a payment, using a card that has not been used before, because the card on file was no longer active. The day for the payment came and went, when I called the system said the last payment was made the day I had scheduled. Well, come to find out they charged the card on file, not the card I authorized. When I called to get this issue resolved they said I am not authorized on this account. WHAT!?! While trying to deal with this, waiting to go to the local office the next day, they disconnect my service the day I called trying to get this resolved, they disconnect me at 1 am, I work from home, and now lost my job, even though I tried to get this resolved, they refused to bring up the recording of me giving the card #, or where I have always handled this account. So I authorize just the past due amount to be charged to the card of $145.00 well the “automated system” took out over $390, and the operator says, “something with the system, nothing we can do”. Mind you when I call to speak to someone about the disconnected service the system refuses to transfer me to an agent UNTIL it has been paid. After paying I ask for someone higher up so to try to resolve this, sorry they said “I can lose my job” WTH?!? If this were not illegally being ran they wouldn’t have an issue giving me the name to their boss. So now I am out an additional $140, even though I had tried to pay it, only 5 days late, they shut me off, and now I lost my job because they refused to check into their error. Still haven’t heard about the missing $90 either. Suddenlink and Directv are two of the worst when it comes to customer service. Suddenlink used to be a decent company, they got too big for their britches.
It is my experience as a Suddenlink customer that they charge for certain network speeds that have never been reachable. Although I pay for 100mbps, I am only receiving about 20mbps. I call and complain and appointments are set. Nobody ever shows up and although I am promised future remedy, I get nothing. Attempts to escalate my case are never realized. I live in a community where I am forced to use Suddenlink. Service is deplorable.
Jan 21, 2017 – 18:21:00
We are a Suddenlink customer and after looking desperately for a contact at Suddenlink to address our concern we had to go to the Corporate page.
In short our issue is with all the telemarketers that call our home phone on a daily basis, I know that Suddenlink has a feature to allow blocking up to ten calls but that is not enough to eliminate these constantly annoying robocalls. Can Suddenlink consider Nomorobo.com which will eliminate these calls. Nomorobo doesn’t work with traditional landlines only VoIP Carriers. A list of phone companies that currently work with Nomorobo can be found at Nomorobo.com.
Would like to hear back from Suddenlink on what action if any can be taken.
Thank you
Amen to this, Mike! I just learned about Nomorobo today and was excited when I heard it “only worked with VoIP providers.” Check! Then I tried to sign up and see that Suddenlink was not on the list. We are close to cancelling our spamline, I mean landline, service with Suddenlink and they could help us out by working to allow Nomorobo to do their magic. Hello…? Anyone there???
Wow, lots of complaints listed in this blog. One thing for certain is that the people, who eventually find their way to this blog, are desperate to be heard. My guess is though, that even in this venue, your complaints are once again falling on deaf-ears.
The perception seems to be that Suddenlink’s Corporate Administration could care less about the customer service aspect of their business, it’s only static to them, and like their so-called customer support, when it comes to complaint resolution, this blog of theirs’ is just another dead-end loop designed to keep you preoccupied in never resolving your customer service problems with their product.
What I don’t get though, is that, it seems to me at some point in time Suddenlink must start wasting more money, not resolving customer complaints, in employee wasted-time/effort in dealing with dissatisfied customers, than it would in just earnestly trying to resolve customers’ issues in the first place.
This only proves that when there is little, to no competition to a service industry, such as this one, Suddenlink is the only cable service provider where I live (with no other options), it doesn’t matter how you treat your customers who are dissatisfied with your product.
My suggestion would be, for those people frustrated with Suddenlink’s performance or business practices, to go outside of Suddenlink and file your complaints with the FCC’s (Federal Communications Commission) new Consumer Complaint Center:
consumercomplaints.fcc.gov/hc/en-us
All I want is a $10 late-fee reimbursement.
February 14, 2017
TO WHOM IT MAY CONCERN, (President or CEO or customer service)
I was very disappointed last night after I talked to one of your representatives about
my past due account. (Account Number 001-8601-003381401) Bruce H Tate at 28
Mesa Dr Canyon, Tx. 79015. I received my most current bill showing past due of
$81.19 with a total due of $172.45. I was in shock! How did that happen??
Sometime in January, I called to change my credit card number due to an
unauthorized use of my original credit card. I was told it could take up to 3 billing
cycles before my new credit card would be active. First, what does three billing
cycles mean? Wow that seems way too long in today’s environment of fast
computers and modern advanced technology. I never thought about there being a
problem. I would appreciate if you would check on my credit history with suddenlink
over a number of years. I do not want to change carriers, but I am now considering
all of my options. I asked for the $10.00 adjustment fee to be waived since I
consider myself a good customer at least up til now for many years. This whole
experience has made me think that you do not care about keeping my business.
Sincerely,
Bruce Tate
I unfortunately have to agree with Robert. I am fast coming to the conclusion no one really cares. We have had a litany of issues since June 2016. I have seen multiple techs from the local office and one twice. They are wonderful people, but they haven’t fixed my problem!!!!!! I received a call today from a member of the “leadership team.” She is in Tyler, TX. I asked for the name and number of the service manager in the local office and was told the local office (Greenville, NC) does not have one. Footnote – I left a message at an apparent local number this evening. I asked for the name of the corporate VP for customer support or service and was told it was on the web site. I asked if his/her email address was on the web site and was told there is a contact us link. I’m tired of talking to someone in a call center four states away who controls whether i get a tech with two weeks or ten years experience. I would like to talk directly to a local person that can get an email copy of a video showing what my issue is so they can make an informed decision as to which of their techs could best address it. But noooooo, they don’t have phone numbers that ring in the Greenville office. My best option seems to be to take more time off work to go to the Greenville office in hopes someone may be able to help resolve our most recent issue.
Dishappointed? Damn right. If I can’t get to talk to someone at Suddenlink, my next call to them will be to ask for Direct TV’s phone number. Have a great evening everyone.
In mid December, (before Christmas), I placed an order for a phone, internet, cable TV bundle to be installed on January 3rd. On the 3rd of Jan., a technician arrived and installed the equipment and informed me that the telephone service had been canceled. I informed him that I did not cancel the service. He told me that it happens all the time, for some unknown reason, so he went ahead and installed the phone and gave me a number to contact the following morning to have the phone activated. The following morning, Jan. 4th, I called to have the phone activated and the tech informed me that the service had been canceled because the order “ticket” had been entered incorrectly and the system kicked out the order. I was told a new “ticket” had been placed and that it would be activated by Friday. I waited until Tuesday morning and still did not have telephone service, so I tried to contact suddenlink by phone. The automated service hung up on me 5 different times, so I went to the online site to chat with a service tech. When I finally got a service tech, they checked my status and told me that when the center processed my ticket, there was an existing request to migrate my phone number, so the ticked was cancelled, and the phone was not activated. It turns out that the migration request was from my original phone order which they had also cancelled. The tech told me he would put in a request for an expedited request and would contact me as soon as it was processed. On Friday morning I had still not heard back from anyone at suddenlink, so I once again went online to speak with another agent. This agent checked my status and informed me that the migration of my existing number had been approved, but the request to open the port for my phone line had not been submitted and he would place a “ticket request” to have that done and it would be next week before the service would be connected. I thanked him for his assistance and requested that an executive from Suddenlink contact me and he gave me the outdated address and outdated phone number for the corporate offices. When I finally tracked down the correct address and phone number, the offices were listed as closed even though it was 3 hours before their posted closing times and was not able to contact anyone. Two weeks after I have ordered services, I still do not have phone service, I have not been able to cancel my existing service and will not until I have the phone service connected, so I am paying for two services and still do not have the connections. I keep being told that the techs can not take care of the issue, they can only put in a “help ticket” and no one has been able to put me in direct contact with a real person to handle this situation. I can not even call my local office by phone, it goes into the automated system which hangs up on me when I try to request talking to a person. Meanwhile, I have already been billed for services that I still do not have, I refuse to pay them until I actually get the services I am being billed for, and will be billed for past due payment, plus I will have to pay for the service I can not cancel until I have a working phone.
I’m going to file a complaint with the BBB. I’m extremely disappointed in the customer service from suddenlink I feel this company is forcing people to pay extra premiums, by not disconnecting services when there ask to do so. I feel Mr. Dexter needs to do something with the customer service of this company. I have been trying to cancel services since December 2016, and still no luck. I’m going to seek legal counsel I’m not paying for services I’ve ask to be shut off.
This message pertains to my grandmother’s account. I have the POA for her, which should be in your records. I manage all of her bills. I must say that I am thoroughly disappointed in the cable service she has been provided through your company, at the cost she is paying. My grandmother will be 90 years old this year. She is on a very small fixed income. She is currently paying nearly $50.00 per month for approximately 20 channels. The price of her cable has increased annually over the last few years, but several of the channels she had prior years have been removed from the basic cable she is currently receiving (mainly the channels she normally watches). I have her bills on automatic pay through my checking account once she gets paid on the 3rd of every month. If you check your records, you will see that her bill is paid nearly the same day every month, give or take holidays and weekends due to the credit unions processing times. On her last bill, not only did I notice $20.00 in late fees, but also that her bill has increased yet again. I find it very upsetting that she is being treated this way, as she is a very loyal, long-time customer of yours. From talking to your customer service representative, it was discovered that you are NOW (in the last 4 months) charging her a late fee past the due date. Her bill would be paid to you within a couple of days of that date, due to the timing of her check being direct deposited in the bank on the 3rd, and processed to you. One of the representatives I spoke with for the 3rd time graciously changed her due date, which will alleviate this in the future, but neither said they were able to waive the late fees. Because her payments are on automatic withdrawal, it is monitored sporadically, especially around the first of the year when the company changes the price. Neither of the representatives would allow me to speak with anyone in management. I also asked if there was a discount for senior citizens, and neither said they could offer one to her. With the four disheartening things I’ve mentioned (1. Annually increasing bill; Continued loss of channels; NOT waiving the late fees for this loyal, long-time customer; and No senior citizen discount, we are going to be forced to discontinue her service with Suddenlink because of this. The service she is provided is not worth what she is paying. She simply can’t afford it. We will be seeking another means for her cable services.
I recently wrote a letter to your corporate office because my complaint is not so much about the service but about being pencil whipped on a charge that I was NOT informed about and your customer service representatives. They are very rude and need more training on how to treat customers. Do the want someone to talk to their mother or father the way they talk to loyal and long time customers? I pray they get more training and try to retain the customers they have. I was reading the reviews about Suddenlink and I found out that I am not alone on being treated like the sXXXX under my shoes. I have never so much negative comment about one company. Something need to be done and your policies need to be revised to work with customers.
I have a similar complaint Janis so I feel your pain. However, my Agent was decent. It was over chat though. My issue is not resolved either. This is ridiculous.
I canceled all my other services except internet, the cable was supposed to be shut off on 12/4/16 at midnight and the internet upgrade was supposed to be pushed through. on 12/05 the services were canceled, I unplugged everything and hooked up my new router to return the old one and save myself the rental fee. Everything was working on my end on the network, but suddenlink couldn’t seem to get the router on their end. It was saying “garden wall error” I spent all day on the phone with tech support trying to get the issue resolved, I was told a supervisor was going to call me back, after several hours and no returned phone call, I called again and got someone new. She was able to effortlessly get my router working within minutes and without explanation, she spent more time reading through the pages of notes on my file left by other employees and supervisors than she did fixing the issue, and she didn’t even know what she did to fix it. I was able to find time between my two public service jobs to return the equipment on the 7th, even though it was a 2 hour round trip to the store in another town. The woman in the store front was very nice, and she told me I could even get a lower rate than what the people on the phone gave me when I originally called. she said this was common and she always re bundles people. So I had a credit on my account for some $120 or so. Later, I find I got a bill for $64, I thought it was strange because I had a $120 credit, and I shouldn’t have gotten a new bill out of pocket for two months right? Wrong, suddenlink said I didn’t cancel my services until the 7th, two days into the new billing cycle and charged me $192 for two days of service I didn’t even have between 12/5 and 12/7. Then they tried telling me they don’t pro rate. Then on top of that, they charged me for internet for the same month AGAIN, so I paid $192 for all the services in the cycle of 12-5 to 1-4 then another $64 for internet in the same billing cycle on 12-14. I called billing and they told me another supervisor was going to call me back again with an unkown timeline.
Online Suddenlink account shows balance as $0 on 12/8. Look again on 12/9, balance says $83.xx and it was due Nov 29th (note, I paid my Nov bill on 11/11 of $60 and balance said $0 after payment and remained at $0 till 12/9). Called them 12/9 to see why my online statement for Nov said $60 but my Nov paper statement said $28.50 and why I suddenly had a past due amount. They said online was wrong and I had nothing due until the Dec statement come out. Go to see if Dec statement was up today. Say I now owe over $100 AND $28.50 is now past due. Um. No. #SuddenlinkCommunications , get yourselves together! This is NOT ok! Suddenlink Communications
Update: I’ve now spoke to 4 agents today. One guy completely lied to me and said he couldn’t find out what agent I spoke to on 12/9 (funny, because the 4th agent I spoke to got me both the agents name and asked the agent to contact me) and also found about every way to say I was lying without outright saying it. Going on 2 hours waiting to hear from a supervisor.
Update 12/16/16 at 5:28pm: Almost 29 hours since I first called. Still no call from a supervisor. Talked to another rep today who admitted that many have had issues with the online bill not matching actual statements and found it ridiculous that rep #3 that I spoke to yesterday told me that I was the only one that had this issue. Discovered that I’m being charged a $5 late fee on top of everything. Thankful for the understanding of the rep today. Now if a supervisor would call me back so maybe we can get this righted.
Update 12/17/16 at 2:22pm: Still no call from a supervisor. Therefore, still no resolve.
Top portion before the updates was written 12/15/16
I would like to say how dissatisfied I am with the lack of customer service I was provided. I called to cancel my service for 30 December because I am Active Duty military and I am deploying. I was told by Joe Williamson one of supervisors at Suddenlink that he was the “end all be all” of all the supervisors that were currently working today and when I asked to speak to a supervisor about pro-rating my bill I was flat out told “no”.
I find it hard to believe that a company will not pro-rate service when it it no longer needed. Especially for military members that are deploying that are protected by the Servicemembers Civil Relief Act. Its absolutely disgusting that a company is taking money from customers that no longer require service due to mission requirements because Suddenlink policy prohibits them from doing so.
Comcast is the largest communications network in the world and they prorate their customers bills. Time Warner cable is the second largest communications net work in the work and they also prorate their customers bills. Let me add these are also two of the most hated companies but yet they do a better job at taking care of their customers than Suddenlink does.
Oh how nice it is to have a monopoly on cable TV in an area. My bill was due November 23, 2016. It was in the mail before that date. The office did not receive the money until after due date and charged a $10.00 late fee. I called to get this removed explaining that I have no control over the US mail especially during Thanksgiving holiday period. I mentioned that if they would look on the envelope they could see that it was mailed before due date but they showed no concern to help. As soon as one of the satellite companies offers local news I predict Sudden Link will lose a large number of customers. How sad that company execs simply do not care about the customers that are keeping them in business. But that is what a monopoly can do. I hope these comments will help others who are contemplating getting Sudden Link as their TV provider.
I just lost my mother a month ago, during my brothers attempt to disconnect her utilities the people at the charleston Wv office were so unbelievably rude and uncaring that it has made our attempt at closure worse than it has to be. All it took was a phone call to disconnect the electricity, but suddenlink refused to turn off her cable and phone and to stop billing for services that obviously weren’t being used until they have a copy of her death certificate, which we just got today, a month after she passed. Now they are going to expect her final bill to paid by her estate which does not include any means of doing so. You need to take a look at your way of handling such matters and retrain your employees because the way that this was handled is absolutely disrespectful! To have my brother spoken down to by some of THE RUDEST PEOPLE at such a difficult time is beyond uncalled for. I am passsing on this information to everyone I know because I’m sure once told they will not want to do business with such a thoughtless company. And no, we will not be paying the final bill since it was accrued do to gross customer negligence and down right heartlessness by your CUSTOMER REPRESENTATIVES! SHAME ON YOU! P.S The last woman that my brother just spoke to and who took the death certificate was the only person who showed any compassion.
Suddenlink needs to hire people who are as smart as their tech. They really don’t give a sh*t and cannot figure out how to solve a basic accounting problem.
My services with Suddenlink never worked properly either the internet wasn’t working or the cable wasn’t working every time I will call to try and complain they will tell me oh there’s nothing wrong with your services they’re just trucks working in the area give it a couple hours and everything will be fine but unfortunately my wife failed multiple classes do to her being pregnant and high-risk so she is on bed rest and had to take the rest of her semester online but had to be logged in at least 4 to 5 hours. They were they were to send a letter in the mail so that way we could submit it to the school letting them know that we had internet issues that never happened she felt her course and we still have to pay for that class and Suddenlink did not try to help us in any way now they have closed the office here in Childress and Cassandra ID number 5602 was rude and told me that I had to pay send in the equipment since they close the office here so then I asked to speak to a supervisor she transferred me to Catherine then Catherine was rude and informed me that that was my issue and I have to deal with it if I didn’t want the $400 balance to be on my credit pay the 2345 shipping fee and for me to still pay the full $80 balance she said that’s all that can be done for me oh well bye and hung up the phone in my face I have lost out on many classes dealing with Suddenlink and they’re poor service now my wife has to take two of those classes over which are $735 apiece are you guys going to reimburse me for this because this is bull
Its a shame that Suddenlink is the only way to get internet in my area! These customer service reps are almost a bigger joke than the company. I disconnected my tv service after a whole year of my tv servoce going.in and out. My internet is perfect but my bill is highway robbery! Heres what happened. I had 15 speed internet. I get a call one day to upgrade to 30 speed for ONLY 10 bucks more, so of course i did. All of a sudden, the next bill i get is past due. Im like wtf? I call and the reps are ridiculous. One guy even YELLED at me!!! I pay the bill because im in school ONLINE and i have to have the internet. Next month, past due again!! I call and the rep talked to me like i was an idiot and i told him u r charging me 5 months in a 3 month period. Sept yes i had a previous bal but i paid it down to 0 at the end of Sept. Then in october my bill is past due for 2 months? Um, just took care of that in sept! Once again i pay it bc i have to have it. Now again on Novembers bill PAST DUE!!!! WHAT IS GOING ON? How can i be at a zero balance twice and still be past due!!! All in the same months? I dont understand! No one ever wants to help me and no one seems to understand that if i pay my bill to zero how am i past due the following month? This is horrible! Im going to have to et the BBB and the attorney general involved because this isnt right, and someone needs to fix this!
I have been trying to get service set up at my new home for over 8 months and all they do is set new appt over and over and nothing ever gets done. I have called over 50 times trying to get they to fix their line so I can have service like they said I could before I paid for the place! Everyone else in the neighborhood has service except us and one other because the damaged line affects them as well! Sure wish I could have internet service and without having to waste my time calling them to get it done but no other company here so I am stuck hoping I get service from the WORST COMPANY IN THE WORLD!
Suddenlink has rude and inconsiderate staff that treat you bad especially if you have a disability. I have been a loyal customer and am going thru a difficult time and they are not understanding when u ask for an extension. I am having to rely on my ex for $ to pay my bill and he hasn’t sent my money yet so I will not be able to pay for another week. They are not working with me so that I will keep my service. If they continue to be rude and condescending to me then I will have to go with Dish . I am a human and I would appreciate being treated as one. My issue will not be resolved unless they teach their customer service some matters and how to treat people with respect. I deserve to be treated as a person not an inconvenience. Times are hard for people who are living on a fixed income and more time should be allowed for them to pay their bill. Privileges are always allowed to those who don’t always deserve them so how bout extra courteous and lower prices for those over 55. Thank you for ur time
Dear Sudden Link CEO Jerald L. Kent
It is clearly that your company have an monopoly cable service for Leader, TX and George Town, TX. Besides AT&T which is not your competition. There is NO Time Warner, XFinity market in Leander.
Your company offers the 1GB service however you are forcing customer to rents 1GB service modem @ 10.00 . When the modem is available for purchase from Amazon for 122.00
Your company is not business smart..
I paid 64.00 / month for 200MB speed, and
to upgrades to 1GB speed cost 40.00 + 10.00 for rental modem. = 600.00
So if you where to remove the restriction on the rental .. 40. x 12 month = 480
480 x 3yrs = 1440 this would had been the additional upgrades money your company would had earns my business
So with your company greed structure. I can not wait until AT&T offers Universe speed, or Google Fiber. I will get ride of Suddenlink..
Eventually Suddenlink will loose alot of customers, in leander, TX, it is just matter of time.. is not on your Company side..
ARRIS SURFboard SB6190 DOCSIS 3.0 Cable Modem – Retail Packaging – White
Thank you
Vu Phan
I am writing to file a complaint about customer service at Suddenlink. No one seems to be able to answer any questions and must transfer and transfer and transfer until I get a dialtone and hang up.
I have health problems and have need of a phone, but obviously NO LONGER SUDDENLINK’S HOME PHONE. I have purchased a cell phone, not from Suddenlink, so that I might be able to call 911 when needed.
I have complained to Suddenlink Cust Svc since Friday, the 19th of September 2016, because “someone” keeps disconnecting my home phone, which was 417-334-XXXXX. Suddenlink Cust Svc cannot tell me who just “SOMEONE” has ported your number; therefore, we cannot connect you again. It has been a continuous yoyo since the 19th. Telephone working, not working, working, not working, and today I gave up and bought another cell phone besides the emergency cell phone I use in my automobile.
Thank you all at Suddenlink for your lack of Customer Service to a 74 year old, retired woman (30 years with OPM US Army & US Air Force.
Hopefully, no one will disconnect my Suddenlink Wi-Fi now.
Marcia S. Klaas
AMEN. For 2 years I had internet intermitanley and all but 2 (Josh and Joseph ) Got IT. Plus Suddenlink kept charge me for crap. Had to bundle when I became disabled.Why am I paying $120.00 when you have a promotion of $79.00 Help me
Cherrie Smith,RN
Your field people are Awesome !!!!!!!!!
CSmith
Age 67
Bring down my bill
WOW This is so sad
You put Millions in the business
You also have a lot in payroll with salary, Health benefits and IRA accounts
CSmith,RN
By the way…. No one in the company seems to Know who Jerry Kent is ?????????????
SUDDENLINK MANAGEMENT:
I used the e-mail I most often use and check regularly. I use Yahoo e-mail very rarely.
When you got taken over by the new company and began offering some realistic good choices, I was glad for the new management. Looking at everything for the past couple of weeks and especially last night and tonight the choices are the “””PITTS””””. Tonight there will not be anthing worth watching through all the channels available to me until 8 pm and then only 3 options and at 9 pm only 1 option.
For all the channels offered to me that is a poor statement of choices–Rotten Egg Choices.
Sincerely,
robert Paul
My sister and I share a home (Shirley Foster) account under her name, but I pay for the services out of my bank account. We had repair services done last month and we have the insurance and pay for the insurance to cover this. Some way it was billed and auto drafted from my bank account for $390.79 with my normal bill be only $179.79. This caused an overdraft on my bank account. I called and the only this I could get done was a credit of the repair charges $204.78, I asked for all my monies that were for the repairs to be credited $211.00 plus the $30.00 overdraft fee and $75.00 for my in convince and taking of all my monies for the rest of the month. I was give a total of only $229.79 credit. I will not get paid until 10/06/16 and this has created a big in convince on me. We had called and made sure that the insurance would pay for the repair before it was done but due to an ERROR on SUDDEN LINKS part I got charged. I feel that this is WRONG for me to have to suffer the in convince that SUDDEN LINK has created. I am ask for this problem to be address better that it has with just a $20.00 credit over what was taken wrongly. THW account is under Shirley Foster Midland, Texas 79706 last 4 of social is 72**. We both work and the best time to call 432 684 **** is after 6PM when we are home.
Sincerely,
Faye Waddell
WOW This is so sad
You put Millions in the business
You also have a lot in payroll with salary, Health benefits and IRA accounts
CSmith,RN
I have been a loyal VIP customer for several years even adding the new 1 gig internet to my residential service. I am now moving into an unservicable area and need to cancel my services. It is not my fault Suddenlink does not service my new area, however when I attempted to cancel services, I was told I would continue to be billed for the entire month of service and cannot not prorate because they bill monthly. Wow! I have to pay for service I won’t even have? So really, is that how you treat a VIP customer who’s been loyal for so long and not even complained about the “Lag” on the 1 gig internet, or complained about the TIVO service messing up all the time. I feel this is unfair to pay for something I will not even be using. Glad I am cancelling now! Prorate these people and stop being greedy. Bryan/ USMC Disabled Vet
I have been with Suddenlink approximately 6 years now. Everything was fine until a year ago, The local office sold out to a French Company. Suddenlink name has been retained. After the French company took over everything changed. Because I am disabled I had arranged my payments to fall due on the 2nd or 3rd of the month because of payment conveniences. I received my normal statement about a week after making the payment due and noticed my due date is now on the 28th of the month. Ironic since Suddenlink has always had a 10 day grace period and still has the same which allows that time to get the payment in. I was advised by Suddenlink Call Center to continue to pay on the normal due date regardless. Now for the last 6 months, I have been paying regularly on that date and am receiving a new statement within a few days after paying with the due date of the 28th which is 25 days into the same month with past due and total of the last payment plus a full payment of the same again. I have argued with their billing continually during this time to no avail. I had two phone number changes a month ago because of harassing phone calls. I called their tech support and was advised to use their free call block. The call block never worked but yet on my next statement I was billed 44 dollars for the number changes plus the due payment and a full payment past due. My latest billing from them was 315.00 current billing, past billing charges and the past due on the phone number changes even though the number was changed due to their inadequacy of an unworkable number block. I have since turned this as well as many others complaints on this site over to the State Of West Virginia, Office of Consumer Protection for their billing practices and requested a full audit of my account since first subscribing to their inept service.
My mother had cable service with Suddenlink for at least 10 years maybe more. When the service was set up, I contacted Suddenlink and provided my financial information and I paid her cable bill for all the years it was active. The invoices were address to my mother c/o me to my home address in PA. Your monthly payments were automatically deducted from my bank account every month. In 2010, I provided Suddenlink with a power of attorney over my mother’s affairs and was an authorized person on her account.
When we sold her house this year, I contacted Suddenlink to terminate the cable service. I provided Suddenlink with a copy of her death certificate. On 4/27/16, a bank draft of $49.68 was debited out of my bank account for the final charge.
A few weeks later, I received a check from Suddenlink for $17.24 made payable to my deceased mother. I contacted Suddenlink and was told the check represented an overpayment from the last bill payment. I asked them to reissue the check to me. They suggested that I cash the check with the Power Of Attorney. I told them a POA is no longer valid when the person has died. After several calls I finally spoke with a Supervisor who said she would put in a request to have the $17.24 check reissued to me.
On 8/3/16, I received a check from Suddenlink. This time it was made payable to “The Estate Of” my deceased mother. There was no estate, there was never any mention of an estate. I did try to see if my bank would cash the check but they could not. Again, I called Suddenlink. After spending close to an hour on the phone with a customer service rep, she told me they could not issue the check in my name because the account was in my mother’s name. I told her the invoices were in my mother’s name in care of me and asked if they could issue the check like that to which she said they could not. After an hour on the phone and getting nowhere with her, I asked her what Suddenlink planned to do with that over payment, would you put that money in a fund for less fortunate people? Her response was “as far as we’re concerned, we have refunded the overpayment”. At that point I asked for a Supervisor, she took my name and telephone # and said someone would call me. I did receive a voicemail from a “Sam” who identified herself as a Supervisor and gave me the tel# to call her back. Within 5 minutes of her call I called her back and got her voicemail. I asked her to please return my call, but my call has not been returned.
I don’t want to speak with another Supervisor who promises to resolve the issue but doesn’t, I don’t want to speak with another ill trained Customer Billing representative who keeps me on the phone for over an hour to tell me she can’t do anything.
I want a response from someone in authority who can explain to me why you had no problem taking my money every month for 10+ years, allowed me to make changes to her service and eventually terminate her service but you won’t reimburse me the $17.24 over payment you drafted out of my bank account.
Underhanded thievery in practice at suddenlink, I have had four modems replaced and payed for more internet speed, but to no avail I have been promised credit on my bill for any outages of the cable and internet, I still have “suddenlink.net is not responding” several times a day while on the net, have lock ups and the computer has to be restarted thanks to no good service by suddenlink techs. now the thieves are charging me for an entire month because I turned in my equipment before the billing date but the office personnel did not apparently enterthe return until after the billing date and told me that the billing date was later than what I am being told now. Tried to call the corporate number and it is not in service any more.
We have updated the corporate office phone number. Thanks for letting us know!
Worst Managers in the World. Back stabbing people who don’t care anything about their employees. Childish Rules. Childish behavior of employees under them that act like children when they are gone for the day or a week. Would never, never work there again.
I have contacted their representatives many many times and I cannot get it resolved I’ve been told all different kind of stories I have had all different kind of techs out they cannot resolve the issue also I have been lied to many times and I don’t know what to do about their service I am limited on the service that I can receive in my area please help me this is going on for months and I can’t cannot keep on staying at home waiting for someone to show up to fix your problem it is been told many times to me it is not my problem it’s in your line. I’ve been a faithful customer paying my bill on time and I don’t appreciate being treated this way please what are you going to do to resolve it
Suddenlink not responding its hard to fix a
Problem when system not working
Ever since I got you 8 months ago it has been the worst service that I’ve ever had I am sick of y’all ask when I call to make a complaint about something else I will just bump up the Wi-Fi and it will fix the problem or at this sad that I need somebody from corporate to call me 318-521-XXXXX if that’s not working 318-521-XXXXX
How about offering perks to loyal long term customers. Suddenlink, just like all the others only offers discounts and bundles to new customers, but continue to gouge the loyal ones that are the backbone and what keeps you all getting your bonuses and perks. How about offering free upgrades like a HBO channel after 2yrs of service, and another premium channel after another 2, and so on. You wont be out anything, but you will gain more long term customers. Most of your new customers wont keep their service, some wont even turn in the equipment (which is a cost loss), but yet you still cater to them, while we keep paying more for the same. Its not fair to screw your valuable long term customers. Be the first to offer incentives to keep customers and to make long term a win win, both for you and the customer. No cable company does anything for the loyal customers, but this would be a great selling point. So i offer this idea to you, in hope that more and more wont be so eager to look for better deals and switch to one of the other cable companies, but keep suddenlink for perks to valuable customers. Or if you blow me off, i will send this letter to at&t and the others. One of them will seize the opportunity to increase customers loyalty and to gain new clients for the long haul. Its up to you, keep us, or lose us to better deals….
I agree with everything Corey Welch stated. Why are you penalizing the loyal customers and rewarding the new customers? Corey has a great idea of giving loyal customers perks. If you have not taken the time to read his comment please do so.
Maybe we should make Corey the head of your marketing Department. (what he says is well stated and Truthful).
My aunt and uncle were recently flooded out of their home and when they called you to stop service and exp[lain about the equipment being damaged by 5 feet of water in their home you informed them they owed almost $800 for their Hopper and rental equipment!Really??? Don’t you people realize or know what compassion is?? I would think it would be great PR for your company to step up to the plate for them and so many neighbors (90 homes flooded). This was in River Plantation in subdivision in Conroe, TX. JUst driving in this area looks like a war zone and it will be months before they can get back into their homes.
I’ve had an ongoing issue with my cable that has been going on for over a year. I have had several technicians come out and try to fix the issue with the cable. Meanwhile my cable bill keep on growing I would call and talk to Suddenlink representative and they told me sir you have to pay for your cable we will give you credit for all the time that you were having issues with your cable. Meanwhile my cable bill kept on growing well I fixed it today I turned in all my cable equipment because it cannot fix the glitches in the cable thank Suddenlink for nothing
I’ve had good experiences with onsite technicians and customer service people on the phone – other than nothing is ever followed through with. Last – the technician said that his manager would put a monitor (of sorts) on my line and would be able to see when and why the internet went down. That was in January, this is March and no resolution to date. I pay extra each month for insurance to cover unseen issues not covered by Suddenlink – but I’ve paid above that amount in the last year for new lines to be run, new connections on the outside and rental of modem/router. Still it has not changed and the 5G that I pay extra for is n-e-v-e-r working. Was told that it could be intermittent (then why can’t I pay intermittently?). I’ve lost apprx. over $100k in sales (work from home) in the last year, but yet Suddenlink advertises it’s commitment to small businesses. I’ve been a Suddenlink customer since it was Cebridge in my area (over 10 years) and just want my internet to work fast & consistent. Is that really too much to ask of a cable/internet company??
I hate to do this but I am going to complain to the FCC via their consumer complaint website: consumercomplaints.fcc.gov/hc/en-us if I don’t get this resolved.
Sorry that was meant to be a post on it’s own and not a reply.
Had a tech come out already upset b/c he was on call and said the other tech had an emergency. He arrived at around 9:30 pm and stayed until 12:30 am. Only to have a buzzing in my new tv. Needless to say I canceled the tv portion the very next morning, not even 24 hrs, and had direct tv installed. The same tech came back and cut my direct tv wires and was caught on camera. Went into the local store b/c the in addition to having to pay direct tv twice b/c he cut the cable sudden link is charging me $184 when I normally pay $69. Go figure for a free transfer of service. Also asked to tt a supervisor in Greenville NC named Brandon and he still hasn’t gotten back with me. Tried the fake number on the web site for Mr Dexter Goei and nothing. I bet the BBB will get s hold of him. I too wished I had seen these reviews first.
I don’t know where else to turn for attempting to get service at my house. I have been in my home for over 5 years where myself and both neighbors are the ONLY people on my street who are told can not be provided Suddenlink services. We are forced to pay outrageous amounts for satellite internet that is not able to withstand Netflix or internet gaming. The houses next to ours, behind ours, and across the street from ours all have Suddenlink. When I attempt to set up service online, I am told it is all good to go and then get an email 2 days later stating, “Oops, we can’t do that.” We finally had someone come and tell us what we needed to do to get services and they said it would be $3000 to bring a line to my house and the cost would be all on us. One of my neighbors and I would be able to use the line but then my other neighbor would have to have his own ran, for some reason. You know, with the amount I have been paying, I would gladly pay an extra $100 or so on my bill to get service that would allow my family and I to be in the 21st century but I am met only with attitude and resistance when discussed. You could have had over 5 years of service from 3 houses by now.
I ordered to have internet and cable Wednesday and was told a tech would come out Friday between 12-4:40. I. Took off of work and stayed home and by 5 no one came. I called customer service whom advised a technician showed up to my home at 8:15 which was a lie. I called numerous of times and kept being told it would be expedited. 1,2,3 hrs later no call. When I requested to speak with corporate I was told they would contact me. I haven’t had the services yet and can already tell this was the worst possible mistake everrrr. Customer service reps don’t care and offered me no help. The supervisors are a joke. They repeatedly apologize but that’s it. Suddenlink is a joke and I’m not laughing. I Will be filing a complaint with the BBB!!!
I have complained to SuddenLink about the terrible internet service since I got it, January 2014, same response, nothing resolved. I have run speed tests for the last couple days, at 0530, 0045, 0130 hours, and I have less than 8.00 Mbps, but I am being charged for “up to 100 Mbps.” So I’m getting 1/10th of what I am paying for, sporadic internet that I cannot stream a movie without multiple interruptions for buffing. I have asked about SuddenLink about improving their infrastructure, but that is not happening, apparently there is no demand for it. I live in an area where internet is offered by HughesNet and SuddenLink ONLY because AT&T REFUSED to offer it in our community when they dug up my front yard for over four months to lay the fiber optic cable for the additional phase of my community, 7 houses away have U-Verse and I cannot get 10 Mbps with SuddenLink.
I sent this and received this textbook response, I’m sure from the Philippines:
Thank you for your email in regards to internet speed. I appreciate the opportunity to assist you today.
I do apologize that you are experiencing latency. I did see some errors on your modem that could be causing this. I will provide some troubleshooting steps that can possibly clear up your speed issues, if not I recommend replacing the modem in local office or setting up a service call. I hope this helps!
Troubleshooting Steps:
-Remove cable line from the back of modem.
-Blow out the inside of coax cable.
-Reattach coax cable.
-Powercycle Modem (Unplug for 15 seconds)
-Run speed test
Thank you for choosing Suddenlink. If you have any further questions, please feel free to contact us Monday through Friday 8:00AM to 10:00PM CST, or 9:00AM to 6:00PM CST on Saturday and Sunday via our online chat at suddenlink or by phone at 1-888-822-5151 where we are available to assist you 24 hours a day, 7 days a week.
ANOTHER inconvenience by Suddenlink, your modem is bad, but I have to bring it to you or be charged for you to fix your faulty outdated equipment that you actually charge me for.
It’s obvious from all of the negative comments here, on Yelp, FB, the CEO and upper management only care about their how deep their pockets are, NOT THEIR CUSTOMERS!!!
I am being charged for overages that I didn’t know about. As a responsible customer, I called as soon as my son showed me his computer notifying me that we were being charged. Customer service told me I was notified via email when we were at 80% of our data plan but I didn’t have an email on file. Then I was told I was notified via voicemail but I don’t have voicemail on my phone. Finally, I was told I was sent a card that I didn’t receive. Your notification system is broken. I asked to upgrade my data plan and to have them remove the overage charge. I was told no. I asked for a supervisor, a lady called me back and began telling me that I was notified on a suddenlink email account that I do not use. I was furious. She wouldn’t allow me to talk only interested in proving I was wrong. I asked for a manager and she said she would pass along my request. Really?! Worst customer service. The overage is less than the data upgrade I am willing to pay, why would I pay twice for the same data when my plan begins over this week? I would like to change companies unfortunately, my options are limited. After this experience, I believe that Suddenlink uses their almost monopoly to squeeze more money from customers and the customers have no recourse. The irony? I recommended Suddenlink to a friend last month. Still haven’t seen the promised $75.00.
I have had a temporary cable across my yard since last May. I have contacted them at least monthly and all they do is write up the problem and nothing ever happens. All their work is done by outside contactors who probably don’t get paid as they haven’t fixed this cable issue in almost a year. They can’t or won’t even give me a local number in Conroe Tx to call to talk to a human. The call center states that don’t have any number only emails. The cable has been laying on my yard across 2 drives way since last memorial day. They don’t care.
Alright so I live in the Houston area and when I call tech support I get the technical support center in Georgia. I speak to tier one and all they can do is send a tech to me or reset the connection from their side so I’m like send me to tier two so they do and all they can do is reset it on their side or send a tech but they can also help me set up an email so I ask for a supervisor, and when he finally calls me back, Adam tells me all he can do is reset it on their side or send a tech out SO I SAY SUDDENLINK FIRES ADAM AND EVERYONE IN TIER TWO BECAUSE THEY ARE REDUNDANT AND IF THEY DO FIRE THEM, THEY DON’T HAVE TO PAY THEM AND I WONT HAVE TO PAY THEM AS MUCH. See my issue is this I pay for 15mb/s download speeds and I only get at the best if all the planets are aligned and the gods favor me 1mb/s download speed see that is nothing like what I pay for and yes I know there will be some loss but that is not ok that is more than 95% loss. I have had 5 modems replaced not because they were malfunctioning but because I asked just to make sure it wasn’t my hardware and I have had 10+ techs come out to my house and EVERY SINGLE ONE OF THEM CHECKED MY CONNECTIONS AND MY WIRES AND THEY ALL TOLD ME EVERYTHING IS OK ON MY SIDE. SO NO I DON’T WANT TO HAVE ANOTHER TECH OUT. I WANT MY PROBLEM RESOLVED. If I can’t get my problems resolved through tech support then what purpose do they serve?? NONE! DON’T WORRY I HAVE TRIED TO USE COMCAST BUT THEY DON’T SERVICE MY HOUSE AND FOR THEM TO PUT A POLE UP I WOULD HAVE TO PAY $1000+ and I can’t do that so I’m stuck with this mediocre joke of a service and I want this turd to at least give me my money’s worth since I have to pay you a kidney every bill. But that is merely a dream because you guys pay ex McDonald’s workers to pretend to be techs. I am a computer science major and I swear none of them could pronounce computer let alone fix one and honestly I’d like to pay 1/15 of my bill because that’s the service you are providing. FIRE ADAM AND TIER 2 SUPPORT BECAUSE THEY ARE USELESS JUST GET A CACTUS AND CALL IT THE SUPERVISOR BECAUSE THEN I EXPECT IT TO BE A USELESS PRICK.
I have been having problems with alk three of my services for a few weeks now. Called support a nd a tech was scheduled to come out one evening last week. Tech never showed and never calked. Today, an on going outage in my area. I had to drive to find a cell signal to make s call to find out what eas going on. After talking to a supervisor, I came back into my neighborhood and lo and behold, there sits before me, a Suddenlink truck. At first I was glad to see a tech in the area. As I drove by the truck, I get the pleasure of seeing an idiot sitting behind the wheel with his head laid WAY back on the seat, WITH HIS MOUTH WIDE OPEN, SNORING. WHAT A DISGACE! Surprise, surprise, STILL HAVING PROBLEMS WITH MY SERVICE.
This is bullsh**. Contacted through phone spent two hours cycling back and forth between people none of which can transfer me to a supervisor or fix the issue. Tried on Facebook they said message my number I did and that was over an hour ago. The best thing that this company could do is get out of the business. Horrible service, system, and most of all the worst customer service I’ve ever experienced. Will never use suddenlink again!
Suddenlink is falling apart. I read the other comments. I have experienced them all. They cannot fix problem, why? Cannot get a cable box that supports HDTV, but paying for it.
They need a new CEO and fire all the upper management. Overpriced is not and understatement. They have become the worst cable company in the world. They cut down on the channels and now cannot get service.
The service people say it cannot be fixed anyone working for any company would be fired for saying that. Also someone said when you try to contact management, you get the E-Mail could not be delivered, they give out the wrong address.
Go with anyone but them.
SUDDENLINK AUGUST 14, 2015
Ms. Mary Medusky
1XXXXX Powercourt Dr.
St. Louis, Mo. 63131 Sept. 6. 2015 Now Oct. 19, 2015
THIS IS THE ADDRESS ON YOUR WEB CITE- IF IT ISNT WAS IT TOO DIFFICULT TO FORWARD MY LETTER TO THE PEOPLE WHO ARE YOUR OFFICERS AT SUDDENLINK??? SHADY SHADY TACTICS
I WROTE YOU A LITTLE OVER A MONTH, now 2 months ago AS I WAS HAVING PROBLEMS WITH SUDDENLINK IN FLAGSTAFF, ARIZONA WITH MY SERVICE WHICH I HAVE HAD 2 YEARS. I HAVE HAD PROBLEMS SINCE I SIGNED ONTO SUDDENLINK ESPECIALLY WITH THE INTERNET. I AM DISABLED AND HAVE BEEN VERY SICK, I WAS DIAGNOSED WIH RARE NEURO MUSCULAR CONDITION IN 2010. IT IS PROGRESSIVE.
I WAS DOING ONLINE SCHOOL WHEN I SIGNED UP WITH SUDDENLINK AND HAD PROBLEMS WITH THE GROUP HERE DOING A BAIT AND SWITCH WITH THE MONTHLY PRICE. I CONTACTED DAVID GILES IN THE SOUTH WESTERN REGION AND THE PROBLEM WAS FIXED. I WAS TOLD I WOULD GET THE $112.00 ALL INCLUSIVE PRICE AS LONG AS I HAD SUDDENLINK. I WAS PAYING $112.00 A MONTH THIS INCLUDED TAXES AND FEES. LAST DECEMBER BANK OF AMERICA HAD A SECURITY BREACH AND CANCELLED A BUNCH OF ATM CARDS BUT DID NOT LET THE CUSTOMER KNOW. I WAS ONE OF THE CUSTOMERS AFFECTED, I HAD SUDDENLINK ON AUTO PAY AND THAT GOT SCREWED UP BECAUSE OF THE B OF A SECURITY ISSUE. I HAD THEN TAKEN THE TIME TO LOOK AT THE AMOUNT BEING BILLED AND AFTER THE AUTO PAY INTERUPTION MY BILL WENT FROM $112. A MONTH TO $150.00 A MONTH. I GOT NO NOTICE OF THE CHANGE IN PRICE AND IT WAS MY UNDERSTANDING THAT THERE WAS NO “CONTRACT” THAT MY PRICE WAS FIXED BECAUSE OF THE BAD FAITH TO BEGIN WITH. IT WAS NOT A NORMAL RAISE FOR COST OF LIVING OR WHATEVER A COMPANY CALLS IT WHEN THEY RAISE PRICES. In comparing your price with internet and television satellite bundles being advertised you are way over priced especially since channels keep disappearing and the internet is not great. A WHILE AGO I HAD A VERY BAD EXPERIENCE WITH ONE OF THE TECH’S FROM SUDDENLINK HE WAS CREEPY AND RUDE AND I DID NOT REALLY WANT ANOTHER TECH TO COME OVER TO MY HOUSE ESPECIALLY SINCE I HAD HAD 7 TECHS PRIOR TO THIS ONE WHO DID NOT FIX ANYTHING. WHEN I CONTACTED YOU TWO MONTHS AGO OR TRIED TO, I HAD SEEN THE COMMERCIAL WHERE THE CEO, (AS I UNDERSTAND IT YOU ARE BAILING OUT ON SUDDENLINK) PROMISES ON THE COMMERCIAL THAT S SUDDENLING GUARANTEE’S SATISFACTION OR MONEY BACK. I AM NOT SATISFIED WITH WHAT HAS TRANSPIRED AND I EXPECT SEVERAL MONTHS OF CREDIT PLUS MY MONTHLY CHARGE TO RETURN TO $112.00 AND ANY AMOUNT OVER THAT RETURNED, OR I WILL SEND THIS LETTER TO YOUR COMPETITION AS ETHICS ARE BEING VIOLATED.
I WAS REFERRED TO JEFF KELLY THE MANAGER IN FLAGSTAFF, WHO I HAVE REQUESTED GIVE ME A MONTHLY PRICE QUOTE, AS A 33% HIKE IN COSTS IS NOT ACCEPTABLE TO ME, AND WHO I TOLD ABOUT THE INTERNET PROBLEMS WHICH HAVE GONE FROM DISCONNECTS LATE A NIGHT – TO LIMITED CONNECTIONS AT LEAST ONCE AN HOUR OR MORE. THE TECH WHO CAME OUT WAS POLITE AND TOLD ME I HAVE A LOG CABIN WHICH IS TWO STORY, THEREFORE THE LOGS WERE INTERFERRING WITH THE SIGNALS. THE SOLUTION WASI NEEDED TO BUY ANOTHER ROTER/MODEM BECAUSE THE ONE SUDDENLINK PUT IN WAS NOT ENOUGH? MY COMPUTER HARDDRIVE CRASHED AND IT IS NOW
SEPT. 1, 2015.I STILL HAVE NOT HEARD FROM JEFF KELLY REGARDING THE INTERNET, AND THE TECH HE WAS TO SEND OUT. I AM BEING CHARGED 150. A MONTH AND I DO NOT AGREE TO THAT AMOUNT I WAS TOLD AND PAID 112.00 ALL INCLUSIVE Jeff Kelly has avoided the cost issue and keeps making excuses. CABLE IS TANKING IN LIGHT OF DISH AND DIGITAL, AND I BELIEVE SUDDENLINK IS TANKING SO THAT NO NEW IMPROVEMENTS WILL BE MADE. The cost should go down not up.
I have read some of your critiques and the company is certainly not fulfilling the promises that have been made – PHONEY EXCUSES THAT MAKE NO SENSE TO ME- SUCH AS WHY DID THE MODEM/RODER/modem WORK FOR MOST OF THE TIME, FOR OVER A YEAR EXCEPT BETWEEN 12:00 AND 2:00 AM. I HAD SEVERAL TECHS COME OUT TO SEE WHAT THE PROBLEM WAS, PROMISING TO DO VARIOUS THINGS THAT NEVER WERE DONE, NO ONE SAID ANYTHING ABOUT THE “LOGS MY HOUSE IS MADE OF” SOUNDS LIKE PURE BS TO ME. SO I HAVE GONE FROM LATE NIGHT DISCONNECTS TO HAVING THE INTERNET GO TO LIMITED STATUS ABOUT 3-4 TIMES AN HOUR ALL THE TIME.
THE TECH WAS ABLE TO STRAIGHTEN OUT THE TV PROBLEM, THE ORIGINAL TECH CONNECTED THE CABLE TO THE CABLE THAT WAS EXISTING IN MY HOME PRIOR TO SUDDENLINK . THE PROBLEM BEING THAT THE CONNECTION THROUGH THE WALL WAS VERY SHORT AND DONE IT WAS NOT CONNECTED CORRECTLY., THE TECH HAD A HARD TIME MAKING THE CONNECTION AND PUT ANOTHER HOLE IN THE WALL, (WHICH HE SHOWED ME AFTER HE MADE IT) BUT HE FINALLY MADE A CONNECTION ON THE EXISTING CABLE, I WOULD HAVE PREFERRED HE RAN A NEW CABEL RATHER THAN MANG ANOTHER HOLE IN MY WALL BUT IT IS WORKING. I DON’T CARE AS LONG AS IT WORKS, BUT I DO CARE ABOUT THE INTERNET AND THE PRICE. WHAT IS REALLY SAD IS THAT SHADY CORPORTIONS ARE TURNING ITS YOUNG EMPLOYEES INTO PEOPLE WHO BELIEVE IT IS FINE TO LIE FOR A PRICE. HOW SAD AND WHAT AN AWFUL LEGACY.
I THINK YOUR COMPANY OWES ME AT LEAST 3 MONTHS CHARGES FOR THE 9 TIMES I HAVE HAD SERVICE PEOPLE COME OUT AND SAY THEY ARE GOING TO DO SOMETHING AND THEN DON’T FOLLOW UP AND DO ANYTHING AT ALL. I HAVE HEARD EVERY EXCUSE FROM SOMEONE RAN INTO THE CABLE POLE, TO THE DISCONNECTS IS BY A SERVICING COMPANY DOING UPDATES, AND NOW THE LOGS IN MY HOUSE KEEP THE SIGNAL FROM REACHING UPSTAIRS. REALLY?
IF YOU REALLY WANTED TO ADDRESS CONSUMER SERVICE YOU WOULD STAND BEHIND YOUR “WE PROMISE” GUARANTEES, ALLOWING THEM TO RUN THE DURATION OF THE SERVICES PROVIDED; OTHERWISE IT IS SMOKE AND MIRRORS EVERY INTERNET/TV COMPANY GIVES A 30 DAY GUARANTEE… IT IS NOT INNOVATIVE AND THE PRESUMPTION IS PEOPLE ARE STUPID ENOUGH TO THINK IT IS SOMETHING SPECIAL. WHY DON’T YOU STAND BEHIND YOUR PRODUCT AND SERVICE EVERY DAY A CUSTOMER IS PAYING YOU FOR THAT SERVICE? YOU SHOULD CHECK OUT DEMING’S PHILOSOPHY ON QUALITY IMPROVEMENTS. HE HELPED JAPAN REBUILD AFTER WWII. MY INTERNET HAS BEEN OUT 3 SEPARATE TIMES IN THE LAST HOUR.
I AM REALLY SICK AND I DON’T LIKE CHANGE. I WAS TRYING TO KEEP SUDENLINK FOR THAT REASON BUT IT MAY NOT BE POSSIBLE. THEN I WOULD SAY SHAME ON YOUR COMPANY. I HAVE ASKED JEFF KELLY TO GET ME A MONTHLY QUOTE FOR OVER TWO MONTHS NOW AS MY CHARGES ARE ACCRUING AT 150, A MONTH WHICH IS NOT OK WITH ME. I HAVE NOT HEARD FROM M. KELLY IN THE LASTB MONTH.. HE WAS SUPPOSED TO SEND ANOTHER TECH OVER TO LOOK AT THE INTERNET ISSUE THIS WEEK AND I HAVE HEARD NOTHING BACK. (And in reality it is a month later and I heard nothing back from the “head honcho” in Flagstaff. If this is your idea of a good supervisor then there is no hope for this company , I WOULDN’T LET HIM RUN A LEMONAID STAND. THIS IS THE WORST SERVICE I HAVE HAD CAN YOU PLEASE GET THEM TO ACT IN A COMPETENT AND COURTEOUS MANNER, I WAS TOLD 112.00 WAS THE AMOUNT I WOULD PAY AS LONG AS I HAD SUDDENLINK. I DON’T THINK YOUR SERVICE SHOULD GET EVEN A 5% RAISE BUT 33% IS OUTRAGEOUS, ESPECIALLY AS THE SERVICES THAT ARE SUPPOSED TO BE PROVIDED ARE NOT BEING TAKEN CARE OF OR DELIVERED IN THE Ai ADVERTISED FASHION, AND HAVE GOTTEN WORSE.
I WAS WITHOUT A COMPUTER OR PRINTER FOR 4 WEEKS, MY COMPUTER WHICH WAS 2 MONTHS OLD HAD THE HARD DRIVE GO BELLY UP AND I HAVE HAD TO DEAL WITH REPLACEMENTS WHICH WERE JUST SET UP THIS WEEKEND. I DO EXPECT TO BE CREDITED FOR SEVERAL MONTHS PAYMENTS AS THE AMOUNT OF TIME AN MATERIAL LOST WAS RIDICULOUS BECAUSE OF FAULTY INTERNET CONNECTIONS AND THEN THE TELEVISION CONNECTION PROBLEM WHICH LASTED A MONTH BECAUSE SUDDENLINK NEVER PUT IN THEIR OWN CABLE, SO THE TECH THAT CAME MADE A BIGGER HOLE IN MY WALL. (Not the way I would have solved the problem) and used the existing cable. I DO THINK THAT YOUR COMPANY WHO WAS CAUGHT IN A BAIT AND SWITCH WHICH RESULTED IN THE ORIGINAL MONTHLY RATE OF 112.00 SHOULD KEEP THE PROMISE TO MAINTAIN THAT RATE MONTHLY AS WELL. Your tactics are very shady
I mailed 3 letters to the address above to Officers in the Suddenlink corp. I received the mail back….because why you could not forward the mail to your own officers.
YOURS TRULY,
ANNIE KELLER
Suddenlink new address
520 maryville center drive
St. Louis, MO 63141
I just purchased service and conncected on Oct 1, 2015. Since then, I have had an internet and cable issue, and my local Suddenlink has charged me for visits. They stated that it was my equipment. Well, if I am not getting the correct internet speed, and my equipment is fine, then it is your problem. If all of my channels are not coming in, I have brand new tvs, so it is not them. It is your service. Then you have the nerve to ask me to purchase $5 insurance a month to not pay service charges? You have a customer guarantee that you apparently give no crap about. I am a huge customer service person, and once again YOU ARE NOT TREATING THE CUSTOMER RIGHT.
I typed out a comment about my problems with Suddenlink. I submitted it using the
email address Suddenlink has on file. I got an “invalid email” notice and the comment disappeared. DUH! This company is a disaster!
This whole suddenlink thing is bull s***. I pay 110+ to have internet and cable and they mess up atleast once a month the f**** people dont notate it so doesnt show up that im complaining and omg you people f**** suck. Seriously why is there even a f***** suddenlink.
They Blackball people from employment. Gary Bowman unprofessional!!!! Grow up!!
This is very true, they put me on the ban sheet because I was told an in-house tech got laid off and I asked another tech and it went up the ladder and they come out saying I was starting a rumor and banned me from working there!!! Tell me how pathetic and childish that is.
I live in Greenville NC. This week I noticed a line down right at my cable / telephone boxes. I also noticed a NEW box on the side of my house that I did not give consent for suddenlink to put on my house. Long story short. The line running to the new box is going into an old box. At some point in the installation, the installer pulled the wires or caused the wire to sag and it sag across the street to the other power-line pole. Apparently a car came by and snapped the wire as it appeared to be handing down and off the road by only 3 feet. When the line was snapped, it caused the pully that held this wire on my house to pop off. This has sent ruined my facial board and it needs to be repaired immediately. Also, it did a small area of damage to some shingles on my house. Sirs?. I have called suddenlink twince thus far. each time they are stating they did not cause the damage but century link did. However, as explained the new box that suddenlink installed the line from the new box is going directly into the century link box. There is no denying that a technician has been to my home. My neighbor also informed the day before they saw a suddenlink van at my home, So, this would correspond with the downed telephone line and also the damage to my home. I need for this damage to be repaired ASAP and suddenlink be man enough to admit they caused the problem. I work in Law Enforcement and the last thing I would do is try to rip someone off. However, if I do not get some type of satisfaction out of this, I will be taking this issue to the next step. Please contact me so this issue can be resolved. I LIKE suddenlink—but just need to have this issue taken care of. It’s a small job and will not take much to repair. Thank-you!…Please email me.
Suddenlink new address
Suddenlink
520 maryville center drive
St. Louis, MO 63241
P.S. Mr. Kent no longer with Suddenlink guess he found a better company to work for
Jerald L. Kent
SuddenLink Corporate Office Headquarters
Cequel Communications Holdings I, LLC
12444 Powerscourt Dr., Ste. 450
St. Louis, Missouri 63131 USA
Mr. Kent,
When I signed up for Suddenlink, on or around the 14th of June, I was told that it would be installed on June 18th. I was also told I had 30 days to decide if I wanted to keep the service.
The installer, Kevin as I recall, had problems connecting the cable to the drop in my front yard. He told me that Suddenlink’s contractors would have to burrow under my driveway to do the install. He said that he could temporarily get me connected that day by running a cable across my driveway, over my wall and laying on top of the ground to the outside of my house. I asked him how long before the contractors would bury the cable and he said, “Within 7 days”. Since I had already called and cancelled my cable service with Frontier and not wanting to be without TV or internet for a week I told him to go ahead and lay it across the driveway. Had I known then what I know now, I would’ve called Frontier back and kept their service and sent Suddenlink packing. My entire experience with your company has caused me more continuing frustration than I’ve ever had in my 76 years. To begin with, the original connection that Kevin made to the service box in my front yard coupled with the cable laying across the driveway and being constantly driven over and other factors, caused your technicians to come back out for at least four more issues regarding tiling in the video, which caused me four days of outage, and horrendous lack of Internet speed. I had been promised 50 mg and during that 3 to 4 week period of time I was getting between 12 and 28 mg on a good day and I didn’t have many of those.
After repeated calls to your customer service and technical support, one of your technicians discovered the problem was in the underground connection in my front yard. He said that there was water down inside the connection and the best way for him to solve my problem was to run the cable across my neighbor’s driveway from the cable box east of my house. This was over 3 weeks ago. With my neighbor’s permission the technician blue taped the orange cable into the crack in the driveway and assured both the neighbor and myself that it would not lay there over 2 weeks as he was once again, for the third promised time, notifying your construction group that this cable needed to be buried. After about a three week period of time I once again called Suddenlink customer service and spoke to a young lady who assured me that the crew would be here to bury the cable on August 10 and that the appointment time was between 8 AM and 5 PM and that somebody should be here at the house. I waited here all day and around 5 o’clock I contacted customer service again and spoke to a gentleman I believe by the name of Chris and told him that in fact a Suddenlink truck had stopped in front of my house earlier in the afternoon around 2:30. The gentleman got out of the truck came over to the cable box in my yard look down inside it threw up his hands then went to his truck and got out a little measuring wheel and measured the distance from my neighbors cable box in his yard to the side of my house. He then got back in his truck and drove away. Chris told me that the man who had stopped was only there to determine how long the cable run would have to be so that he could give the information to the construction crew that would do the actual burrowing of the cable under the neighbor’s driveway. I told Chris that the lady that I spoke to previously had told me that the 10th was the day that it would be buried. He apologized for her giving me the wrong information and assured me that the cable would be buried on the 13th. It’s now 5 o’clock on the 13th and I just spoke to Ronnie in Havasu who told me that he spoke to the dispatcher of the construction crew and that they had never received the orders to bury the cable. He assured me that he would call the construction dispatcher back and get a confirmed date for burying the cable and call me back. I told him that if the cable was not buried by Friday 8/14/15 that they would find your equipment in my yard. He said he understood and didn’t blame me and he would call the dispatcher and then call me back. It is now 1:00 PM on Friday 8/14 and I have not received any calls from Suddenlink or their contractor.
On the 14th I again called and spoke with Bre in Lake Havasu and after again explaining my entire situation to her she assured me that she would get results for me and she said she would get this resolved by Wednesday the 19th. She, like so many before her, said she would call me back by then. As of now, 11:53 on the morning of 8/18, I still have heard nothing from Bre.
On 8/17 I spoke with Rita in the billing department regarding a late fee that I was charged on 7/15, in the amount of eight dollars. When I signed on the sudden link I gave them my visa credit card number so that they could automatically charge my credit card each month. The first bill I received was for service from June 18 through July 17 with a total due of $164.98. The late fee which was applied on July 15 apparently was from $79.41 that your bill said was past due by July 25. On July 28 you billed my credit card account $242.43. Apparently I was being charged a late fee because your company had not billed my credit card in time. Rita in your billing department said she could correct the error and give me credit for the eight dollar late fee. In the course of the conversation I had with Rita I had told her of my past experiences and frustrations with Suddenlink and she offered to help by passing information of my issues up to her supervisor to see if she could get any resolution for my continuing problems. I explained to her that after I hung up from my conversation with her, I was contacting DirecTV to get reinstated with their services. She said that before I canceled my services with Suddenlink I should contact your resolution department for help. This I agreed to do. I then contacted Mary at DirecTV, who said they would be more than happy to have me back as their customer and not only offered me a DirecTV Visa prepaid card worth $200 but also said they would refund to me the $40 termination fee that I paid when I canceled with them two months ago. At that time Mary scheduled an install date for me with DirecTV of Monday, August 24.
At 10:43 AM on 8/18, I received a call from Jeremy who said he was the construction manager for Suddenlink and that he would have the cable buried within the next 2 weeks. I told him that it had been laying across either my or my neighbor’s driveway for exactly 2 months to the day and that another 2 weeks was totally unacceptable. His curt reply was, “then you want me to cancel the work order?” I again told him that I had already waited two months and didn’t feel that I should be expected to wait another two weeks. He said, “Then you want me to cancel the work order?” At which point, in total disgust, I said “yes”.
After my short conversation with Jeremy, I decided to follow up on what I’d promised Rita and called my “VIP?” number and ask for the retention department at Suddenlink. After listening to recorded messages for 18 minutes I was connected with Sandra. Nice lady, who said she wanted to help. She said that she could escalate the bury order and it could be done on the 26th. I explained to her that I had already contacted DirecTV to reconnect me two days before that. She then suggested that I go on hold while she spoke to her supervisor. When she came back she said that she had spoken with her supervisor Edward, who she said felt it was a shame the way I had been treated and the issues that I’ve had. Sandra told me that, as a last resort and the clean up the mess that others in your company have made, she wanted to resolve my problems for me. She told me that she would contact the construction people and have the cable buried on or before the 26th. I told her that I would contact DirecTV and backed up their install date to after the 26th and that if your cable was not buried at the end of the business day on August 26 I would cancel your service. Sandra promised me, after taking both my phone numbers, that before 4 o’clock today she would call me back. with a work order from the construction people to bury the cable either on or before August 26. Sandra did call me back at 3:58 my time, on the 18th, and told me that she had been in contact with the people in construction and 2 or 3 others regarding my issues and that she had not gotten a definitive date as to burying the cable and that she would have to call me back tomorrow, the 19th. Should she fail to fulfill this commitment I will be done. I think I have been more than fair in dealing with the issues I’ve encountered and a lack of service provided by your company.
Here it is the 24th at 10 AM and I still have not heard back from Sandra. I’m not sure if I’m expected to sit by my phone 24 hours a day waiting for a call from Suddenlink but I do have other things to do with my life. I gave Sandra my cell phone number and my home phone number which both have voice mail. There have been no calls nor messages from Suddenlink on either phone.
I have never dealt with the company as screwed up as yours in my entire life. If half of your customers have been treated anywhere near as bad as I have, I fail to understand how you could possibly still be in business.
If your corporate affairs are handled anything like the way things have been dealt with in my situation, I hardly expect any reply to this. If however you can think of anything that justifies your company’s lack of concern for quality in dealing with customer’s problems or retention of your customers, I would be interested.
Sincerely,
Jim Melick
* S. hammer Court
Fort Mohave, AZ. 86426
928-768-****
eag****@suddenlink.net
Suddenlink new address
520 maryville centre drive
St. Louis, MO. 63141
Ihave had this pos company for 4 years in kingman az nothing but problems over the last 4 yrs I have had techs at my house around 25 times recorded the probs shown them the probs had everything updated still have probs pay almost 200$ a month and nothing done they are to cowardly to have a real complaint they try to detour you to different pages THIS IS A COWARD POS COMPANY THAT NEEDS TO BE TURNED IN AFTER IM DONE WITH THIS IM GONNA FILE A REAL COMPLAIT WITH FEDERAL PEAPLE KISS MY BU!! SUDEN LINK U R WORTHLESS
Pretty sorry that you corp number is disconnected. Says a lot about you as a company.
i guess I should have come here first to realize how bad this company is.
After three years of service with Suddenlink in College Station, I terminated service with them in late May because my daughter and roommates were graduating from Texas A&M and moving out. One of the roommates returned the digital receiver and was told to put it in the box and they would log it in later. No one gave her a receipt. A few days later, my account was charged $500 for un-returned equipment. The young lady who returned the equipment has gone back to the Suddenlink location several times to try to resolve this issue. I have called and emailed several times – Andrea, Michael, Christy Van Winkle, Mary Davis, Courtney, etc. Everyone says they will send emails to warehouse and follow-up but NOTHING has happened and the $500 charge is still on my account. I am now getting phone calls from debt collectors. This is totally absurd because this error was caused by Suddenlink’s ineptness with their equipment tracking system. I am escalating this to Mr. Kent, Ms. Meduski and Mr McMillin until this gets resolved. I am so frustrated by this experience. Please do NOT subscribe to Suddenlink — this is a TERRIBLE organization!
I was told my bill would be $99 when I first sign on then I received my first bill for $130, I called of course the first person you talk too doesn’t help so I asked for a manager or Supervisor, I was told they would call me back. Its been three months or longer without a call back. When I first signed on I was not told anything about a data allowance every month. All I use is Netflix and they sent me a warning letter about data usage and now I have been billed for it. I was supposed to get a$25 dollar discount and that never happen my bill is over $150 now and they are claiming that I had to get automatic draft for that discount. My wife called and the lady who helped her was rude and put her on hold and never returned. I have called back today and asked to speak to a manager or supervisor again and I am waiting again, maybe before the end of the year they will call me back. I would like to speak to someone at corporate that can help me, I am sure they have record or have recorded all the phone calls so they can listen to all their lies. PROVE ME WRONG SUDDENLINK!
Compliant on Suddenlink
Well I am not at all happy with this seric. I have been on the phone fore the pat hour will suddenly who has not helped me at all. And then when I ask for the corp office, I am told I cannot call them. They have to call me. I look corp up online and the phone number listed is not a working number. Jason was the rep that came to my door. I quickly dismissed him. There is no way I am taking suddenly back. But he convinced my parents to take them back.
the first time suddenly k came to there house to reinstall , the idiot knocked on the screen door on the porch and left reporting back that no one was home. When they returNed they connected one tv. The install was for 6 tv’s and a fax machine. The order was confirmed by the sales rep Jason but suddenly k now states they will have to set up another appointment. So for the holiday weekend they have no phone, one tv and no fax machine.
This process started last week Tuesday. S O after getting off the phone th Dr Y said IF someone cancels they will return to their house and complete what they have started a week ago.
what kind of business does not allow us to call the corp office?
so I understand now I have to wait a week for a return call from Corp office.
Needed service technician visit, and visit was scheduled for 8 a.m. – 12 p.m. (Sunday 7/5). This was confirmed by automated telephone message.
Called Customer Service after 12:30 p.m. and rep did not have a status of when technician would be arriving, and couldn’t get me any further info, except that I was still on the schedule. I asked if I should give it more time, and call back, and she indicated I should (as she really didn’t have anything else to tell me). At approximately 2 p.m., I called again, and got a gentleman who said my call was originally scheduled for ALL DAY, meaning the technician could show up at my house anytime during the day, and current ETA was 4:15-5 p.m.
I asked to speak with a supervisor, but he was unable to put me through to her as only one works on Sunday & she was too busy. I asked for a mailing or email address to forward my complaint to, and he was unable to provide me with one. He said the Supervisor was who I needed to speak with, but I’d have to call back on Monday to reach one. As a last ditch response, he provided a St. Louis (corporate) mailing address.
I had some issues with tivo box last night. I had video but no sound. I tried calling but after 25 minutes on hold I gave up!!!
For what I pay per month for all services I should not have this problem to get someone to troubleshoot my problem.
I understand that some big company bought out suddenlink and it appears that you cut half of your staff..
All I want is a main trouble shoot number and not have to have to listen to some crap trying to sell me something
Suddenlink emailed, texted, and even called me on the phone to get me to buy a new modem I don’t need. I finally threatened to call in the Federal Trade Commission if they didn’t leave me alone.
More recently they sent me a message that my present modem wouldn’t work after June 30.
I went down to the local office today and harangued the poor lady about being forced to buy something I don’t want or need. She went into the back room for a long while and came out to tell me that my present modem is ok.
So, SuddenLink’s business model includes harrassment, coercion, and lying.
I would drop them like a bad habit if it wasn’t such a PITA to switch providers.
If you are honest you should:
a. notify all customers that they are not required to purchase a new modem, and
b. notify all who recently bought the new modem that they can return it for a refund.
Wow what a great guide sudden link has. Look through the guide and found the rockets game listed a 7pm. Great i will tivo it just in case i have to work later than that. The golden state game was listed at 230pm. Well needless to say i missed game seven because i trusted sudden link to have a up to date guide system. Dont think it will be showed again. Thanks for jackin that up for me and who knows how many other people that have a pretty busy schedule and try to catch a game 7. Guess i should have checked the rockets website for the correct time and channel.
feed up with Suddenlink in Abilene/Lubbock, TX. I had an appointment today 12-2 and its 5:20 and no tech. A tech did call to say he was coming except he was in Lubbock and I in Abilene. He said it was routed to the wrong town and he would let them know . 2:30 I call and they try to tell me I do not have an appointment . Finally he said he would route it to a supervisor and someone would call me. Five o’clock, no call, no tech. Then I have to go thru the whole thing again, again I’m told I did not have an appointment. Then why did I get a call reminding me of appointment. Supervisor apologized over and over which did me no good. She said it was too late to send someone out till tomorrow. I am very ill and cannot get out of bed and dressed everyday and TV that needs to be worked on is in my bedroom. I am a VIP customer with over 20 years with Suddenlink. I am ready to change. What has made service so bad lately. If this is how you treat VIP customers I want no part of Suddenlink. This should of been taken care of right after my first call but it was mistake after mistake. Somebody better call me
I too and so disgusted with Suddenlink. Today, after ordering the phone service, I have no phone service at all. Once again Suddenlink screwed up my order – they did the same with my initial cable/internet order and my billing. I transferred phone service from Frontier and on Wednesday a contractor came to hook up the phone modem. The next day I realized I had no called ID so I called and was told the “serviceman” would be out on Friday????? I told her I already had equipment yet they could not find any confirmation of it, even though I got a phone call after they left wanting to know if everything was alright?? I was told someone would be out on Friday and that I did not need to be home and when I returned late I could call out but my phone number rings somewhere else??? I have no idea where but not in my house on my phone!!!! Now they tell me it will take 24 to 48 hours to figure out, meanwhile I have two parents in the hospital and no way for anyone to contact me in case of emergencies. I think Suddenlink needs to take a hard look at what customers are experiencing with their employees and the jobs they are doing. I’m ready to go to the legislature to see about getting Comcast in my area as Suddenlink seems to have prevented others from coming in. All the tv ads about how great they are yet customers are having nightmares just dealing with them. Service is messed up; billing is messed up and everything points to employee error. Something needs done.
Is anyone else having problems with Suddenlink. I’m tired of the dropped internet connections. I have had problems for a year! Every time I call they give me a different story. I pay for the highest the speed they offer, and my internet constantly drops and I have lows bars/slow sluggish service that sits and spins, and then drops. This is a daily occupancy. They refuse to come out to my neighborhood to check everything as a neighborhood wide problem. I have asked. They only want to work the problem remotely. I had to be rude to get them to send a tech out this time. If the tech says there is nothing wrong, I will know Someone at Suddenlink has lied and is taking me as a fool and I will disconnect my service! I pay $74 a month for high speed wireless internet only, but that is definitely what I am not receiving. And no one at Suddenlink seems to care.
Thanks,
Kimberly W.
The reason I am writing this letter is to say that, I have been with suddenlink for a while, and you are really making it hard for people to want to stay with you. For one you took a lot of channels away, and for two, the price you are charging, and I don’t have any good channels, and the ones that I got use to you go and changed that, I don’t have time to try and find the channels that I like. And Third when people like myself had been with suddenlink for a while, and sometimes making a payment might be difficult, and you are doing the best you can to keep cable, but you don’t want to give extensions, and if you do get one you can’t get another one for 6 months, really! I am trying to stay with you, but for the price I am paying I can get another cable company and pay the same and get more channels. I know you might be saying that in bad whether it might go out, but DVD is still good, but the point I am trying to make is that you are going to lose a lot of customer very soon. And I might be one of them very soon. Just to let you know.
Stay away this provider. Bad picture quality and bad customer service. They will lie to you in every possible way. Over priced.
Do yourself a favor and stay awat from them
I know that’s right, over priced, and not getting enough channels
As a long time customer of Suddenlink for not only my personal account but also my business account I can say I have never received this poor of service!!! As a local business owner I count on my service (internet & phones) to work properly. For the last two days our phones have been down and all Suddenlink can tell me is that it was a known issue yesterday and that everything should be working today. When I notified them our system is still down today all they could say is we will look into it. Everytime I call to get a status update I sit on hold for anywhere from 35 min to 45 min. Not sure if Sales is Suddenlinks number 1 priority but it seems to me keeping your current customers happy with there service working properly would be your number 1 goal….. If you are looking for a service provider I would recommend staying away from Suddenlink. Its worth paying a little more to be able to depend on your service provider.
For the past three months I have been experiencing very slow internet speeds in my area, I have been told by my neighbors and friends that they have the same experience. I have contacted suddenlink several times, and have had technicians out to visit my location. I have been told there is a major piece of equipment that has malfunctioned and that one has been ordered, however they do not know when it will arrive. I have been receiving sub par internet with speeds at 1-2mbps down since the middle of January. I was at 30mbps and since lowered it to 15mbps because why pay for more if I am not going to get it. I have been told that there was a recent increase in the cost as well. So not only am I not getting what I paid for, but I have to pay more. I am going to be looking at AT&T to see what they can offer me, they may not have the same speeds but if its reliable then that will work for me.
I live in the Flint area where Suddenlink extended their monopoly buying out northland cable. However they failed to upgrade the lines and equipment. To say our service is poor is an understatement. There is a Suddenlink truck in our neighborhood everyday. Our service goes out 3-8 times a day. I have had Larry Powell and Eric Stahl (tech II) at my house and our service still is totally unacceptable. I will end up in a law suit with them I know for certain because I do work remotely from home for a law firm and our connection drops so often and is so flaky it is effecting the firm. Jerry Kent is a politician liar. Customer service is the worst of any company that I have dealt with. I guess you get that when you have been in IT for 22+ yrs and you have BS script reader on the other end. Back your word Mr. Kent and fix this whole area instead of lining your pocket book. FCC will be made aware of everything I have dealt with since reservicing with Suddenlink when I moved back to Tyler. I’m beyond livid at this point. I had the VP call and blow smoke up my ass that it would get fixed. He assured me. Is it fixed? Not even close.
I am happy that suddenlink is upping their internet speeds. But I am furious that they have now added a data cap. All I can think of is that this is a way to get more money. Once you hit your data cap they will charge you more to get another 50 gigs. They know full well that as the speeds increase that people will start to download and stream more.
I am now looking at ways that I can get my internet without a cap. I am looking at getting a commercial internet line to my house and then moving my phone and tv to another provider. My son and I both work from home full time and were never told that we had a cap. All I can say is that suddenlink will be the loser if they don’t remove the cap. With new providers looking to move into the Nixa MO. area, people will move quickly.
We pay for high speed internet 3 mbps not really all that fast but our system is so loaded
from 4 pm to 11 pm we are lucky to get .75 mbps they will not upgrade there equipment they just want your money. so sad
Lining their pockets and payroll of incompetent employees and contractors.
I am current customer. I have 50mbps at $35/month with no modem rental fee. my package ends at end of Jan 2015. I asked manager and customer representative manager at pflugerville, tx branch for same rate. I am currently paying (mentioned above). they said my rate will increase to $45/month with no modem rental fee for 50mbps. this is big increase and more expensive than competitors (grande communication is giving for $35/month and time warner is giving for $40/month). also, I talked to live chat agent yesterday (1/13/15) on suddenlink website and told her I was current customer. she offered to upgrade to 75mbps for $45/month and no modem rental fee. when I asked management at pflugerville location about this offer by live chat agent they said it was for new customers which is not true. all I am asking is for 50mbps at $35/month with no modem rental fee or upgrade to 75mbps for $45/month and no modem rental fee.
I have to say that I am NOT happy with SuddenLink at all! I have been calling for months about my internet connection and TiVo that has been disconnecting for no reason. I’ve had numerous technicians come out to check wires, change my modem, and change my TiVo box, but I’m still dealing with the same problems. I keep calling and all they keep doing is sending technicians. When are you going to realize that the problem is your freaking SERVICE?!! SuddenLink is the WORSE cable company EVER!!! I’ve dealt with cable companies that had horrible service before, but by far SuddenLink is the WORSE. Then I still have to pay for services that don’t work correctly and I’m a VIP costumer so it’s not cheap! I’ve tried calling the corporate office at the number provided online (314-315-9500), but that number is incorrect. I need the CEO (Jerald L. Kent), CFO (Mary E. Meduski), and the COO (Thomas P. McMillin) to come up with a better solution to this horrible service and FIX IT!!!!! I’m tired of complaining. I just want the services I pay for to work the way it’s suppose to work!!
Suddenlink was only too glad to have us when we were switched to them from Cox cable on our farm just outside of Kinston, NC. There are three families here and all of us are hooked up to Suddenlink. Things were good in the analog days. Our problems began when Suddenlink went digital. Our signals started dropping out. Screens tile up then freeze then go to black for sometimes a minute or so at a time. It happens across all channels at all times of the day and night. Our TV’s put up an error message when it happens reading “Weak Signal”. We have had Suddenlink maintenance people out here more times than I can count over the past few years. They have sold us little plug in amplifiers and tried other little tricks of the trade but have never fixed the signal. The three families agreed that I should try again to reach someone at the Suddenlink office in Greenville, NC who could fix our, oops, Their problem. After wading through a voice mail system that does its absolute best to get you to hang up in frustration, I was finally connected to a representative who was very nice and quite sympathetic. She sent a line tech out the next day. He told me he knew exactly what our problem was the moment he drove in. “Your tap is too far from your house” , he said, “it will never work properly the way its configured.” I knew that. I was in broadcasting for 40+ years but this tech is the first person who had ever leveled with me about what the problem was. In other words, the installation was configured for an analog signal. He told me the company would be glad to put in a personal tap for me to fix the digital signal but I would have to pay for it and it was very expensive. I asked why I would have to pay again to be hooked up when I am already hooked up, have been hooked up ever since Suddenlink took over Cox in this area, and the problem is not of my doing? He sympathized and when I said, it’s pretty obvious to me that Suddenlink simply does not want to pay the cost of doing the right thing. The Line Tech couldn’t possibly comment but his face said it all. He then called his boss, explained that we were not new hookups; that we had been customers for years. We were hooked up. It just didn’t work anymore. The tech hung up and said his supervisor told him construction would come out and move the tap, that they would call when they were coming. That was over a week ago. No one has ever called. The problem has never been fixed. All of the families met again this week and we’re gonna wait another week or so but we’ve all agreed that if nothing is done, we are going to a dish service. We’ve really had quite enough of Suddenlink.
Suddenlink is the worst company I have every had to deal with. I have been trying for 3 months to get a cable card connected. It is still not connected. They continue to send out incompetent technicians with no card. I have now found they have been charging me for digital cable and premium channels that I do not have. This is FRAUD.
After discovering that my Viacom Channels were dropped, I took the appropriate action of changing my provider. I was told in the office that I’d be due a 53 dollar refund! Then I received a bill for 247 Dollars? I called their “customer service” number and was told to disregard that bill,.. that I was indeed due a refund. I then received yet another bill ..this one for 87 Dollars. So I called “customer service” again to inquire about my “refund”… and was then told that THIS BILL WAS CORRECT? After the shady practices of lies, deceit, and clever “bill re-arrangement” I told them I would not be paying this bill. I told them to, at the very least, call it even for the dropped services without informing me. They have ALREADY sent this debacle to collections. It’s clear now,.. and has been for some time,.. that after TWENTY years with this cable company that the dollar rules over customer service and customer satisfaction. I’ll never pay this bill, ..and I will never return to Suddenlink ever again.
Suddenly sucks !!!
This is the most inefficent company ever, they lie all the time, since they purchased it from northland cable, it has been a total disaster, they said out service would remain the same with no channel changes, well it could not further from the truth. they did away with the channel line up, unless you get one of thier boxes, I think that is actully illegal, need to check this out, now the stations that were availlble are not there. My windows media program is almost useable, since we do not have a choice of cable, they do whatever they want, with no reguards to customers
THE WORST EXCUSE FOR A CABLE COMPANY!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
We pay for a 20MB connection here in Weatherford Oklahoma and after 3pm I’m lucky to get 1Mb. I have gotten nothing but the run around and you all sure have no problem taking our money each month. My wife is a doctor and she can’t even log into her office or the hospital due such a slow connection. I’m ready to take other actions if you can’t get this system fixed. I have spoken with the techs and they tell me the need a peice of equipment to rectify the problem and last year they were supposed to get it and you pulled it and put it somewhere else.
I would like to get your internet service and around 15 other people would like to get it also on the street we live on. your Local outside plant designer is not the best person right now. he wants 8k to install the cable line, then your company charges a monthly bill on top of that. 8k charge is just to my address there is 12 other homes past mine. could someone from the HQ please contact me about this problem. with all of your customers switching to other providers with the whole VIACOM deal you would think you would do anything you can to gain a few back.
I have been without phone and internet for 4 days now. I have tried 5 times to call customer support to get help. Each time the rep has been very rude. I am a safety officer for a large plant, if someone gets hurt and they can not reach me because my suddenlink phone is out, and cant get it checked and fixed, shame on suddenlink.
This is the 4th time my phone and internet has failed.
need phone service back on/tech,i dont know why you have to go thru so much trouble to e mail,pen number,etc.runaround,to get service,for service!dont your co.have a monitor for problems and fix them?
In 2014 Suddenlink took over Northland Cable in New Caney , Tx. .. Were there issues before sure . When you called Northlands office they were polite , helpful and a tech was always sent in less than 36 hours . You made 1 call talked to 1 person..
***************That sure Ended with a Bang…. / Now that problems are consistent !
I love this when you call if you get anyone to assist you without talking to at least 4 persons , thats a miracle… *Ohh then when they do finally get you to that person ; They must train all even the supervisors to say; We can’t gaurantee you help or promise a supervisor will call ! They why pay these people if they can’t help the customer after to talking to 4 people when Northland did it with 1 person , thats sad , ohh yeah lets not forget the occasion or 2 when they say your lie and insult you. ** Wait also lets not forget even the techs laugh about it and think the new management has made a huge mess of it !
@@@ I’ve had service going on and off for months . I’d be better off getting a job with them , I definitely could do a much better job and I already spend a ridiculous amount of time on my cell phone which I pay for minutes talking to them about why the phone service , internet, and TV , they charge me for continues not to work consistently.
Is the Suddenlink CEO SOO DISCONNECTED FROM HIS COMPANY HE DOES NOT HIRE QUALITY SUPERVISION. I TOLD THEM I contact Corporate they didn’t care… Focus on hiring people who can do the job… Or you be spending more and more money losing more and more current customers………………Idiots !
Everybody commenting on here needs to go to the BBB. They show to be A+ carry the complaints forward I have. I’ve been with then since I have had cable they are the only ones offering cable in my area just built a new house and have been fighting trying to get my service correct. They still have my address as my old one and tells me mine is no good and won’t send a tech out because of the address but a friend of mine got me hooked up and running due to him being employed by them and he tells me good luck.
Suddenlink reps are liars. The entire company is probably run by liars as XXXXX tends to roll down hill.
Just try and get a refund. Put it in your will for your great great grandchildren. Not going to happen. They promised me my refund 2 1/2 months ago. First they said they sent one to XXXX address, non-existant. Then after calling a month later, they said in two weeks you will have your check at XXXX current address. 3 Weeks later, “Well we sent a check back on date/day over a month ago to XXXX (1st non existent address, where in Gods name did they get that from?). No we do not have your current address on file, the one that I gave them 5 times now. We will send a new check in 3 to 6 weeks. Local Sheriff said to file criminal charges. At this late date you may never get your money. Now that sounds like a plan. Arrest someone at corporate for theft or possibly embezzlement?? That would wake up someone when the sherriff slapped some handcuffs on a CEO or COO or some other boss who doesn’t care one thin dime about you. They have never sent a check. The postman and neighbors have been looking. Nothing from Suddenlink has ever showed within a 50 mile radius ever. Where did that money go, who took it? Why do they lie about it. Who is to blame. I asked for a corp phone number. Which no one answers………
ALL SUDDENLINK DOES IS LIES REPS ARE RUDE WOOED ME AWAY FROM CENTURY LINK WHO WAS ALWAYS UPFRONT ADN HONEST ABOUT PRICING AND SERVICES THEY PULL THE OLD OKEY DOKE AND SAY MY PRICING WILL ALWAYS BE THE SAME UNLESS I UPGRADE AND MAKE CHANGES. WAS TOLD I WAS ON A PROMO SINCE I HAD SERVICES WITH THEM WANT ME TO AGREE TO A HIGHER RATE AND SAY ITS A PROMO AS WELL I ASK HOW LONG DOES A PROMO LAST RESPONSE 10 YEARS AND LESS HAVE DEALT WITH THEM SINCE 1996 AND THEY TELL ME I DONT KNOW WHAT A PROMO IS! ONE THING I DO KNOW IS WHAT A LIAR IS RUN SUDDENLINK IS A COMPLETE LYING SCAM ARTISTS THEY SEE WHICH CUSTOMERS WILL AGREE TO HORRIBLE TERMS AND PRICING ASK AROUND AND YOU WILL SEE
COO: Thomas P. McMillin
CEO: Jerald L. Kent
Tom & Jerry, you are the people in charge and responsible,
Last time you called a plumber, electrician, roofer, or even the government utilities, I BET THEY WERE AT YOUR DOOR THE NEXT DAY AT 8am!! (or when they properly scheduled an appointment).
You’re asking me to plan 2-6 weeks ahead for your automated calendar? You’re asking me to wait around 2-6 hours for your laborer’s – whom all customers see sit around our neighborhoods milking the clock?
I don’t care how 3rd world your logistics are, I don’t want to hear your call centers try to make those excuses sound logical. Logistics is not my concern, rather your problem. It is an obvious problem to customers – that Tom & Jerry don’t seem to care about in their service industry. Why would the Board of Directors tolerate a CEO or COO operating in such an archaic way? …Exemplified by Jerry’s recent comments of huge “free cash” inflow and little outgoing cash.
If this is how you feel about your customers and my concerns, then I don’t want any part of your business. Furthermore, our ability to cut your cords with options such as: community broadband networks, regional fiber networks, or the upcoming neighborhood networks (untouchable by your lobbyists) are growing in direct proportion to your chosen ignorance. In the meantime, I’ll be happy with cellular ISP.
Goodbye.
Dear Board of Directors,
I delivered pizza’s for a few years, and could easily develop a home delivery system to show up your company. I also have a BSBA -Marketing from WVU, and Paralegal As. from WVSU, as well as a family background of Engineers (VT, BethEnergy, G.E.). Just an FYI – if you have a position coming available soon. Full resume available upon request.
Terry Hamm
DO NOT TRY TO GET SERVICE WITH SUDDEN LINK! I had an apt scheduled 06/26/2014 between 8am and 12pm. I received a phone call from the dispatch department @8:45am to let me know the tech would be out between 11am-12pm because he was running late. I have a my sister staying at my house for the day since someone HAS to be home. While I’m at work I have a missed phone call @12:52pm and I attempted numerous times to return the call, but I had no answer. I then contacted customer service and according to the notes from the technician (#75069) was outside the home, but was not sure if it was the correct home. So that is when the technician decided to give me a call @12:52 instead of getting off to know on the door! Common sense you would think if someone over the age of 18 has to be home for the installation, then someone would be there!
Unfortunately, I can now claim that i’ve experienced billing and costumer service issues with Suddenlink Communications in Bossier City, Louisiana, below are a list of my issues:
Billing:
1. Unauthorized/wrong withdrawal of funds: on 12 Jun 14 I called Suddenlink’s Costumer
Service line to verify how much I owed for my cable/internet services, the representative I
spoke to stated I had a credit of $120. I did not believe this was true so I drove to the
Suddenlink office in Bossier City, LA, the representative informed me that I owed
nothing and had $120 credit. 19 Jun 14, I check my checking account statement and see
that on 12 Jun 14 Suddenlink withdrew $270 from my account. I had been moved to cash
only payments for two insufficient funds against my account in the months of Feb and
May. There was a note on my account that I was a cash only payment costumer, still
someone from Suddenlink made an unauthorized charge/withdrawl from my account.
The $120 credit was from my in-person payment in May. At no point did any of your
Representatives I spoke to on 12 Jul 14 mention that there was charge against my
account for $270, this was something they could have mentioned to me as I attempted to
make payments early or on-time so I could be in good standing.
I am also going to voice that I used the word wrongful/unauthorized withdraw of funds
from my account when speaking with a Suddenlink Call Center Manager (Keke), she
attempted to argue this point that it was not wrongful or unauthorized. Instead of
admitting a mistake was made, I was being told that in fact a mistake was not made and
that my verbiage was wrong. Her response(s) at this point and through most of my
interaction with her wasn’t very helpful other than when she provided me the fax number
to send my bank statement into for verification that funds were withdrawn. I was unhappy
about this and felt like this was an unnecessary time consuming task that was put on me
to attempt to correct a mistake made by Suddenlink.
2. Refusal to change my billing date to prevent insufficient funds charges & late fees
3. Inconsistent/sporadic withdraws for services from my checking account complicating my
budget and causing insufficient funds/late charges
Costumer Service – Extremely poor/unsatisfactory costumer service:
1. Inability of initial and secondary call center personnel to assist me with my issue.
2. Provide false/inaccurate information/statements by stating I authorized this transaction
multiple times. I felt like this was a way to transfer the responsibility for this error to
myself.
2. Unwillingness of call center manager/personnel (Keke) to assist me with resolving my
issues in a timely manner. It took multiple calls/requests to speak to the next tier of
leadership and informing them that I would be making multiple formal complaints before I
was given reassurance that they would assist me with my issues in a timely manner.
3. Not being treated as a valued costumer by call center supervisor (2nd person I spoke to
about my issues). This person also told me: “I was one of thousands of people with
issues and I can’t expect Suddenlink to change their processes and policies just for one
costumer.”
4. Being told by Call Center Manager (Keke) Oh my Gosh, i’ll get my boss and let her deal
with you. I’m not to be dealt with, I am a cable/internet costumer and should be assured,
assisted, helped, and have my issues resolved.
5. Costumer Service Representative did not value my time as a customer; initially I was told
i’d have to wait 4-6 weeks to resolve my issue. I’m a member of the United States Air
Force and am deploying next month and would not be present to receive a mailed check
in 4-6 weeks. I have had to utilizing my vacation/leave time before I deploy to address
simple cable/internet billing issue which turned into multiple costumer service issues
caused by Suddenlink’s billing department and customer service representatives. I was
also told I had to provide a bank statement and fax this statement to them. This would be
an additional constraint on my vacation time.
6. Expected me to provide verification that the funds were indeed taken out of my account.
7. Made no offer of restitution for all of my inconveniences to include: the loss of funds which
negatively impacting my budget and vacation time, insufficient funds charges and late
fees due to sporadic/inconsistent withdrawals from my account even after seven to eight
months as a Suddenlink Costumer, four trips to/from Suddenlink’s Bossier City, LA, 71112
office, multiple phone calls, loss of vacation/deployment preparation time to attempt to
recoup the money taken/drafting e-mails and letters to file formal complaints with USAA,
The Better Business Bureau and Suddenlink. It wasn’t until I requested a Courtesy Credit
for all of my inconveniences that Megan said she will see what she can do for me. This is
no guarantee that I will receive a courtesy credit. If I do receive a courtesy credit, I want it
to cancel out my final bill due to the above factors.
If I cannot get my lost funds recouped in a timely manner, do not feel like the costume
service issues have been addressed and do not get the courtesy credit I requested I will
cease current and future use of Suddenlink Services. I will share my Suddenlink
experiences/story with family, friends and co-workers, some of whom are in the area and
utilize your companies services. Your costumer service representatives saw me as a
single costumer instead of a single costumer that may know or does know multiple
Suddenlink users. To quote Keke, i’m now aware that “thousands of costumers are
experiencing billing issues.” I hope this is a cause of concern for your company and an
issue that your company addresses. I know that it will be a cause of concern for my
family, friends, and co-workers who hear of my story and utilize your services.
I hope you can tell how disappointed I am with how i’ve been treated, the lack of
regard/concern for the impact the unexpected loss of funds could have on a budget, and
that I no longer have faith or trust in the Suddenlink Corporation and it’s representatives.
I’m hoping that you can prove me wrong or change my opinion about your company.
21 Jun 14: I think it’s fair to mention two Suddenlink employees that provided helpful info
and some resolve; I will wait to see if my issue is handled next week before I can say they
resolved my issues. They answered my questions, gave me the information I requested
and showed empathy for my experiences I’ve had thus far. There names were Ashley @
4866 and Megan at 2413.
As you read this complaint, i’d like you to ask yourself is this is how you would like to be
treated as a costumer and if you would tolerate this treatment as a costumer from a
company who you are paying for a specific service. I’d expect that you’re answer would
be similar to mine; a resounding, No!
Respectfully,
Bob Abujen Jr.
I have been a loyal customer for the past 6 years. So I’m shocked at the mistreatment I’ve recieved recently. I have went through financial hardship a month ago and my services were interrupted but Im back on my feet now, and called to have my services reconnect on 06/20/2014 and was quoted $388.89 to have my services reconnected, but had problems with my bank card because it was a Louisiana established bank and kept declining the transaction because it an out state business, so called my bank and worked it out with them. The next day I called and was quoted a completely different amount of $643.00 which shocked me cause it was double the amount from the previous day so asked to speak with the supervisor Amy, she gets on the phone and says its $461.00, which confused me more and made feel like Suddenlink was trying to crooks, and I told Amy about the $388.89 and she called be a liar in not some many words. Amy the supervisor was completely rude and show no disregard for what I was saying, she was sarcastic and extremely unprofessional, I no longer respect Suddenlink and will be writing blog about this experience and will be mentioning this horrible incident on my morning radio show!
I call them “Seldomlink”…first of all, they do not show up as scheduled for technical support (twice I rearranged my schedule and life for them, twice they never showed)….then when they did show up, whatever they did, knocked out my computer yet they have no technicians that can “undo” what they did…and to beat it all, I pay about $170.00/month for bundled services and they are now advertising to get the same package I have for $69.95/month for 12 months, yet I cannot get this same rate even though I’ve been a customer for years. How’s that fair or ethical? Suddenlink stinks…plain and simple.
YEAH THEY DO STINK I WAS TOLD THAT THE SERVICES GET USUALLY COST 170 I ASKED ON WHAT PLANET AND WAS TOLD IVE BEEN IN A PROMO SINCE 1996 WAS INQUIRING WHY MY BILL WENT UP THAN ASKED HOW LONG A PROMO LASTS WAS TOLD 10 YEARS AND LESS THE REPS AND SUPERVISORS ALL LIE EVERY CUSTOMER PAYS DIFFERING PRICES FOR THE SAME OR LESS SERVICES ASK THEM ABOUT THE 30 30 30 ALL THE TIME PLAN THEY SO CALLED OFFER OR THE 10 UNLIMMITED PHONE PLAN WHEN YOU BUNDLE BIG BIG SCAM
MY SO CALLED PROMO AS IF I DONT KNOW WHAT ONE IS 81.00 NON SO CALLED 9ROMO 110 THEY LIE
Suddenlink is a complete joke. DO NOT DO BUSSINESS WITH THESE PEOPLE ! ! ! ! you cannot even talk to a real person with enough power to resolve a problem. Where do I start. 4 weeks ago we were to get service. The tech showed up and said there was no cable to our house so he couldn’t hook it up. he said someone had to bury the cable. The locate company then showed up and DID THE LOCATE AND SHOWED ME WHERE THE CABLE WAS ALREADY THERE ! ! ! ! Called sudden link and they claim their isn’t a cable there. long story short. I have been charged $95 for the first month service. My wife and I have each taken a day of vacation on dates sudden link said they were going to be there and didn’t show. 4 weeks know and we have received 1/2 dozen different excuses. We cannot talk to anyone with any authority to fix this. Worst customer service I have received in my ENTIRE LIFE ! ! ! ! ! ! Please do yourself a favor and stay away from these incompetent morons. Should be called Sudden Dinks not Sudden Links. They couldn’t connect a phone cord to a phone jack using picture instructions and 35 of their best employees.
READ THIS before choosing suddenlink, Customer satisfaction is a lie. First thing was a flyer in the mail that false advertised cable and internet for 65 dollars a month that turned out to be 126 dollars a month. I set up all my services and paid for the month plus the wifi and the install and a week later they call and say I owe money from an account i had 5 years ago. I never once got a letter in the mail telling me i owed money to them, but when I opened an account they had all sorts of charges and ways to take more money. Im not satisfied and nobody has helped me its all just talk and no action. Never had so much trouble with any cable service, They make millions off of us and dont appreciate us.
I finally decided to have all my services bundled. Smart right? Wrong. My internet and all smart devices worked. They were slow but at least they worked. Suddenlink sent out this ghetto, clueless contractor to do an install! He left before he made sure the equipment worked! Needless to say, nothing works. Not only did he not get the services to work this idiot broke the cable input on my brand new HD TV! That should have been an indication that the equipment would not work when I saw him take it out of the bed of his truck. Now why would I pay 1000 for a tv and have him install a busted up TiVo! You have got to be kidding. Then I had to make the guy put his stinky cigarette out before entering my home. Is this really good customer service. You send sketchy ghetto contractors to improperly install equipment. Unlike some I’m not going to sit back and allow this to continue. I will be contacting the better business bureau asap!
tiffany, your CSr assured me that nothing could be done about the fact that your techs and CSr have blamed shamed and threatened me since Septe 2013 about my overages, then charged me double my base at times, until
FINALLY on my OWNI checked in to a commercial account which was $4 more than my charge, I hereby demand credit be issued to my account for these overages which were incurred as a result of poor’no custopmer service . I will forgo the $160 and 3 days time it took techs to discover that my provider was the source of my video problems, not my driver, browser, card, etc. etc. etc. Please reply asap.
I have been waiting for my referral credit for months from the Suddenlink Lake Havasu City office but they do nothing but pass the buck. My customer rep was very pleased when I referred him but he must not have entered information nor did he explain the protocol to me (I only had Suddenlink service for a few weeks). So, when I called asking about the referral I was told that it took a few months to hit the system. Now, the customer rep is saying that the credit was given in November even though it never appeared on my billing statement. Suddenlink is not much help in correcting this oversight even though they did receive a customer due to me. Just now I received an email after using the email service off the suddenlink website saying that I should call the customer rep even though I had wrote in the prior email that I had contacted the customer representative who was nothing short of hostile (I guess because I referred a customer and I could refer more – sarcasm here but come on – I am in real estate and could possibly refer many more clients to them). So, the last email said to call the customer rep .. I think that I’ll call Frontier.
After reading blogs below, majority negative, I have to wonder are board members and investors of Suddenstink (my acronym) reading them? They need to change their jingle to “cant get connected”. They also need to take their can of “easy” and shove it where the sun dont shine. Had a bad experience with them 6 yrs ago, decided to give them another try figuring most any company improves over time. Wrong…the same thing that happened before happened again, contractor shows up with nothing on the truck to do the job, after I have taken a day off work to be home. Then when I call and speak with sales manager and ask why they bothered sending installer unprepared, she asked me if I had informed them a wall fish and tech, cable jacks and modem would be needed. I told her I didnt work for Suddenstink, if you advise them you’re wanting cable jack installed in bedroom where theres been no service, you’re bundling traditional phone and internet service with your current cable service, what does this indicate the installer needs. Dead silence on the other end of the line. Needless to say I cancelled the job. Suddenstink wont survive with this kind of stupidity. Board and investors better be paying attention.
To whom it my concern at Suddenlink:
I consider myself a reasonable person. With a Bachelor’s and Master’s degree in Communication from one of the top programs in the country, I’ve taken more classes in conflict management and resolution than most, have several published articles in high respectable academic journals, continue to teach at the local University of Texas system branch and serve as director of development for an established, reputable nonprofit. I volunteer my time in my community for causes ranging from the arts to animal rescue, max out my yearly charitable donations and maintain a household for my husband, an attorney with one of the largest practices in town, and our four rescue dogs.
With all of this being said, it astounds me how every interaction I have had with Suddenlink in my one year and one month as a customer reduces me to boiling blood, sometimes tears and occasionally cursing because this is simply not in character. In the short time I’ve been your customer, your company has done everything to try and deter me from continuing my service and your customer service has done nothing, despite literally hours of conversations and hold time, to redeem the missteps.
Here’s a timeline of my Suddenlink experience:
January 2013: I call to initiate service with Suddenlink as my husband and I are moving to Lubbock for two months for him to study for the Texas bar. After discussing the address and my current equipment in my possession (a wireless modem and router from my time as a Cox Communication customer), I am told that while there hasn’t been Suddenlink at the address, your company can activate something on the cable line while in the area and I just need to pick up the cable box equipment from the Suddenlink store.
Several days later, I show up at the Suddenlink store, waiting for almost an hour to pick up my equipment. At no point at this time was I informed I need an install. When I get home and attempt to set up the equipment, I am unsuccessful and call Suddenlink again and then am informed that the first person I was talking to when I initiated service was mistaken and that I need an install. The first appointment is not for a week.
After waiting a week for the install, the technician comes. He installs a box that hums so loud in the living room you can hear it clear across the house and when watching TV, need to have the volume earsplittingly high to drown out the hum. He assures me during the install that it had just been sitting in the cold in the truck and should stop humming in a day or two. Wrong. Three days later, I was back at the Suddenlink store, waiting for an hour again to pick up another box.
During his visit at our house, the technician fails to lock the back gate and I spend 45 minutes running through my neighborhood attempting to chase my dogs that he let out.
March 2013: My husband and I move to Midland, taking our Suddenlink service with us. The technician comes, with only 30 minutes left in his time window and spends the next three hours at my house doing the install. He convinces us to switch to TiVo and add a TiVo mini in the bedroom. We oblige.
Like the technician in Lubbock, this technician too fails to lock my back gate and again I am chasing my dogs around the neighborhood.
Not long after leaving, the TiVo Mini in the bedroom stops working. A day later, our main TiVo box in the living room stops working as well. It takes another 4 days before a technician can come resolve the issue. I bring the issue up to Suddenlink and our account is credited for the time we were without service. At this point, I decide to continue my service despite the level of problems I’ve experienced in my brief three months as a customer.
April 2013: I receive a bill stating my account is past due, despite never receiving my bill in the mail for March and checking my online account rigorously. After calling Suddenlink, your customer service apologizes for changing my account number, informs me that the account number has indeed changed and I need to create a new online account.
Around this time, Suddenlink sends out a customer satisfaction survey and I answer honestly. After reading my response, Suddenlink credit the late fee back to my account and apologizes for the missteps. I am appeased for the time being because I felt that Suddenlink finally listened to what I had to say.
January 2014: My husband and I move into a house we purchased and I called Suddenlink to do the transfer and outlet install at my new home. I specifically ask in the conversation if it is possible to install an outlet in the middle of the wall as we have plans to wall mount our TV. I am assured during my appointment setup that this is possible.
The technician shows up at my home. As he introduces himself, we do a walkthrough as to where the TVs are and again I mention that I want the outlet on the middle of the wall. He assures me that this is not a problem. He spends over three hours again getting everything installed, turning the half day I took off of work into a full day, forcing me to use vacation time. I attempt to stay out of his way the whole time and am not supervising his work.
After he leaves, I notice that he installed not one but two outlets exactly where I DID NOT want them. The wall these are installed on is painted wood paneling so this is not just an easy drywall fix. Might I mention, that like your two previous technicians, he also left the gate unlocked, broke the dog fence I had installed, and I still had to chase my four dogs around the neighborhood. I would recommend adding “Gate Locking 101” to your technician training.
Several hours later, I retreat to my bedroom to watch the college football national championship and realize that yet again, my TiVo mini isn’t working. I spend almost two hours on the phone with Suddenlink while attempting to troubleshoot the TiVo and address out the outlet. First I started in support where the gentleman informed me the TiVo wasn’t on the account and immediately transferred me to Billing. After another 10 minute wait, Billing informed me that it was indeed on my account and then transferred me back to troubleshooting, where I had to wait another 10 or so minutes on hold before a support technician answered. And on and on it goes.
The resolution at this time was that your company would contact the local contractor, Space Age Communications, to resolve the outlet install error and that I would need a technician to return to my house yet again to address the TiVo Mini in the bedroom.
After hearing from Space Age Communications the next day, they assured me the supervisor would be getting in contact with me in the next 24 hours to come over and assess the damage. Two days later I still had not heard from the supervisor and my messages went unreturned. I reached back out to Suddenlink who in turn contacted their local contractor, Space Age, with the supervisor finally getting in touch with me and coming over the next afternoon.
While not necessarily helpful, we came to the agreement that when I was ready to paint my house interior, Space Age would hire a contractor to come and patch the wood paneling and install the outlet in the correct spot. At that time, he also replaced the TiVo mini in the bedroom and assured me he would cancel the technician scheduled to come the next morning.
The technician was not cancelled and still showed up at my house at 8:45am. I wake up and explain to the technician after he had been at my home in the driveway for 20 minutes that his supervisor had been at my house the day before and taken care of the issue and was supposed to cancel the appointment. I also at that point in time called Suddenlink to inform them of this. I was assured it would not be an issue.
February 2014: I receive a past due bill with charges for a $20 appointment fee and $8 late fee. I never received the original bill and again been checking my account rigorously. I had also been charged for the outlet install that was incorrect and there was no credit on my account for the interruption in my TiVo Mini service. As I call Suddenlink customer service, I spend 45 or so minutes on the phone to get this resolved, to some degree.
At this time, I’m informed that account numbers change every time you move (which I think would be something your technicians should tell your customers upon install) hence the late fee. Regardless, I am refunded for the late fee, the TiVo mini interruption and the $20 service call. I am informed that you’re going to have to follow up again on the outlet refund.
So here I am: A customer for 13 months with a track record that makes me constantly question why I continue my service. As I spoke to your “escalation manager,” I am informed that I have the lowest level bundle and that’s just that and that you have nothing more to offer me.
Your company is one that likes to pride itself continuously on its customer service, community-oriented approach and being the best. I am not limited in my options. Despite having the “lowest level bundle,” I am sure that Grande Communications, Cable One, DirectTV or Uverse would be happy to have my $188/month bill and years of stewardship. At 25, I anticipate continuing to expand and grow my service, expanding TV packages, adding home security and more TiVos and TiVo minis.
Now I ask you: What are you going to do for me? How are you going to right the constant lapse in customer service, support and bumbling errors? Because you’ve done nothing to convince me that I should still be your customer. You’ve offered nothing to make me want to stay.
My job, in essence, is that of customer service and sales as the money I bring into my organization from foundations, corporations and individuals is dependent on my ability to sell our mission statement, our services and our standing in the community. Whenever I don’t receive a grant, upset a donor or generally mess up, I right my wrongs and do everything in my power to make sure that the individual/foundation/corporation is happy with me and my organization.
So I ask you again: What are you going to do for me? And if your answer is more of the same, I’m happy to take my years and years of service, referrals and energy to another corporation who does take care of their customers, despite them having “the lowest level bundle.”
I look forward to your response.
Regards,
Abbie
(New) Account Number: 001-3014-08076XXXXX
I have had the same experience with suddenlink for the past 6 months since an upgrade. Below 1mbps service. Can’t use the Tivo or Netflix because of slow speeds. Can’t connect remotely to servers to work on them because of the ping and data loss.
They have told me the entire time that they are fixing the problem in the next couple of weeks. I am still paying the bills. Still not getting the service promised.
Been considering a Mail Fraud case or maybe even a class action suit. I am not the only one being billed for something they can not provide. (by their own admission.)
Suddenlink.
You have not supplied me with reliable service since day one.
I have had to make so many calls, miss work, and send emails trying to get your company to make things right.
In return I get a $20 dollar a month increase (before your typical 12 – 24 month time period), internet that drops at least once an hour, the hassle of changing our home phone number due to caller ID spoofing (never happened with any other service before), a technician that doesn’t know the correct number to call (you own my number; it should have been a no brainer), and missing TV channels.
I wanted to use the DVR and movie services, but with the data usage limit, I can’t use them in the manner I was promised I could.
Now you tell me that all the requests I have made are impossible. I believe they are all very reasonable.
You are doing nothing to solve the problem nor have you given me any reason to believe that Suddenlink cares whether I stay a customer or not.
Your so called VIP service and your commercials that promote all the features you have (which can’t be used due to the usage limit and poor quality of service) are in my opinion false advertisement.
I cannot tell you how disappointed I am. I paying almost $200 a month for services that I can’t use.
I am so frustrated with suddenlink!!!! I was told after u paid my past due bill I would not be disconnected. So I paid my bill and now they have told me that u owe more money or my service will be shut off in 4 days. I told they that was not what they told me earlier, and the representative told me I was a lier! I got so mad that I file a complaint with the better business bureau. I called them back and told them I was going to file the complaint and they told me they weren’t going to do anything about. This company is very disloyal and has no integrity! They should be ashamed for lying to customers and allowing their employees talk to customers that way!
Sudden link is a joke. I had a schedule appointment between 8 and 12 I get a technician to call me at 12:01 and says he was pulling up in front of my complex so I waited and waited and no technician I finally get ahold of someone in the sudden link office at 12 50 they take notes to call the disc dispatcher they get ahold of my technician he calls me back at 110 and says he’s at lunch and he will be here in 15 minutes 15 minutes goes by 20 minutes in whole hour finally I’ll get a hold of the tech he says my time was bumped back to 1-5 because he hd been told to go to olna wv WHAT!! If i wanted 1-5 apt I would of scheduled it. He put me off to eat then I have to wait more hours to get my service on, Im a new customer, If I could get satellite service I would, Sudden link breaks people balls anyway so high and then they treat people this way, people have lives. SUDDEN LINK SUCKS A BIG ONE!!!!
Long story short, upgraded to 30 meg service in June 13, hasn’t worked right since I first got it. They have replaced everything from my modem to the line going to the pole. Called I don’t even know how many times to get it fixed, talked to numerous supervises, no result, I’m at my last nerve, please fix my internet, june through current day (Jan 9) is a bit uncalled for. I would love to upgrade to the 50 meg service but no chance when I can’t even get past 5 meg right now, I’ve been a customer for over 10 years, have cable, internet and home security, just fix my service, everyone I talk to says they will fix it and it never gets done, I’m sure this post is nothing more than a waste of my time as well.
I am in the same boat here. Did the upgrade, and lost all service that I could call usable.
I have been trying to get services through suddenlink in our subdivision for almost a month. Suddenlink keeps saying they don’t provide services but no one is taking the time to come out and service the area. There are about 40 homes going into our new subdivision you would think that they would want the business. I am very disappointed in our local and corporate offices.
I have been a loyal Suddenlink customer for more than 5 years. I’ve been patient and understanding through numerous technical and equipment issues, inexplicable outages and billing mistakes. I have carried them with me to three different homes and though I have not always paid my bill on time, I have ALWAYS paid it. Now the day after Christmas I am informed that because my account is past due my services will be disconnected on the December 31st. Now I’m a practical person and I’m not looking for any handouts, I am well and able to pay the balance owed the day that I get paid which is January 1st however after murderous calls to the “customer service” line I find myself disgusted with the way that I have been spoken to and treated by this company. I find it very hard to believe that the day after Christmas I am the only person that’s finding themselves a little over extended and in need of some understanding and appreciation for the many years that I have been a faithful customer to this company. I will be going else where and I will make it my personal business to inform as many people add I can possibly reach the way that this provider does business and the offensive way they treat their PAYING customers. While I’m sure that this deplorable company will not miss my $250 a month I can see from the complaints below that I am not alone in my disappointment and perhaps if enough of us are willing to make known our mistreatment then maybe Suddenlink will realize who pays their bills. Considering that this company was one a bankrupt organization surely they can see what happens when enough of its customers take their money elsewhere.
**CORRECTION** Numerous calls
On 12/16/2013, I contacted Suddenlink from my workplace around 7:55am and spoke to a representative to stop payment on my current bill because I was running short in my bank account and had made arrangements with rep to make that payment on this Friday. I received an email from my bank notifying me of an overdraft on my account in that the payment was not stopped. I contacted suddenlink the next day and spoke with a supervisor who read the notes in the system that I would be making the payment on Friday and she stated that the rep should have not told me that he could stop the payment from being deducted from my account and that he needed further training. As of today my account is $350 plus in the negative because of these overdraft charges. She told me that basically what is done is done. I will be sending an official complaint to the CEO of suddenlink as well as the Attorney General’s Office and the FCC Commission. I have continued to have bad experiences after bad experience with suddenlink. One time I contacted them in reference to my internet and the tech screwed up my computer so bad that I actually had to go purchase another computer. I have always paid my bill and have never, ever received any kind of quality customer service from suddenlink since 2009.
I have been a suddenlink customer a couple of years it is the only cable company offered in my area I have recently moved to a new house and had my services transferred so I waited for them to show with there 8-12 window that they need the serviceman installed my cable and internet and my service sucks so I called trying to get them to fix it now I have to take more time of work and wait for a serviceman
WHAT HAPPENED TO GOOD CUSTOMER SUPPORT they forget we are the one paying everyone’s bills
Have been trying to get information and a quote for adding service to a new building we have on campus. We are a small university in SW Louisiana. Have been told 3 times that the info/quote would be emailed that afternoon or first thing the next morning. This has been going on for three months (was told the same thing yesterday (12/16/13). Leave voice mail 2-3x per week with no response. Talking to someone in Tyler, TX. Getting ready to start discussing TV service with Charter or someone who will respond.
If anyone at Suddenlink is listening…please respond to me. I have had nothing but problems with my payment since October. Suddenlink says I have the incorrect account number but yet they’ve been giving me credit using that number for the past 5-6 years. Now suddenly my account is past due.
I’ve had a conference call with you that included myself and the bank and still cannot get this issue resolved. I am out $145.00 that Suddenlink admits should be refunded to me but I haven’t received. This is terrible customer service. I am in the process of composing correspondence to your senior executives, in particular Mr. Gibbs Jones. Perhaps he can help me resolve this. I am EXTREMELY upset over this. I have worked in human resources for 30+ years. I would have been fired had I not resolved an employee’s (my customer) issue or concern as quickly as possible.
Hi Rosalie – My name is Ashley, and I’m with Suddenlink. I’m very sorry to hear that your experience with us has been less than exceptional. I’d be more than happy to work with senior Management in your area to investigate this issue. Can you please email me your account address? My email is ashley-AT-suddenlink-DOT-com. Thank you.
I have been a customer (bundle) for a long time and have had nothing but problems. Technicians have been out time after time and still the same problem. No cable, no phone, no internet. I am about ready to put one of those ugly dish on my roof. I have had no adjustment to bill. This is poor service and the BBB will also be notified! Thank goodness for cell phone so I am not totally cut off from the world. You people need to fix this problem in San Angelo Texas. No need to respond to the above email, cause it does not work!! I do not facebook for your like section.
Hi Terri – My name is Shannon and I am with Suddenlink. I am very sorry to hear of the trouble you are having with your services and would appreciate the opportunity to resolve. Please feel free to email me directly at shannon-AT-suddenlink-DOT-com. Thank you!
I paid $223.50, to have cable TV & internet installed in my home. For the first two months, it was unusable and no programing coming through on TV. I made so many calls and used so much of my time, talking to them on the phone. Three technician visits it took to fix the trouble. Then Suddenlink, tries to bill me for two months of service that I never received.
They demand payment for two months of service that I did not have.
CAUTION !!! DO NOT SUSCRIBE TO SUDDENLINK !!!!
Hello David- My name is Connie and I am with Suddenlink. I am sorry to hear that you are having trouble with your account and I would be happy to research this for you. Please email me directly at connie-AT-suddenlink-DOT-com. Thank you, Connie
We received a mailer quite awhile ago (we have been loyal customers for 9 years never late with a payment..4 bundled services) the flyer offered voicemail included in our plan.
After the first month they billed us an additional $5.00 every month. We had to call every month…. as of today they said they would not honor the flyer it was an error. Well they printed it and sent it to US. So now they say from the Greenville NC office… if we are unhappy we should go somewhere else. OK. Loose a lot of business over a 5.00 ..we shall go somewhere else. BAD Business decision though. and I shall do thousands of $ of PR against your company for being so unprofessional
I have never been so frustrated in my life with any service industry like I am with Sudden Link…..we recently moved to East Texas and called three weeks in advance to schedule internet, cable,and phone service with Sudden Link…..we paid in advance for installation service and the service was to be connected on August 30…….my husband receieved a text that a service person would arrive between 1-4 and by 4:30 no technition had arrived……to date (September 3) we still have no service but yet Sudden Link has taken our money……and in fact their own data base shows that service was ordered three weeks prior, there is a credit on the account, and the system shows that SUDDEN LINK dropped the ball ……we have called this company everday numerous time a day since Frlday to no avail……I realize this was a holiday weekend but I DON’T CARE……SUDDEN LINK CAN PAY A DAMNED TECH TO WORK OVERTIME OR PAY THEM HOLIDAY PAY……THEY TOOK MY MONEY SO OFFER SOME SERVICE. !
its about time you get your stuff together and make it right with my bill my phone service with your company is the worst ever! it never works and for three months you people in the wv call center keeps telling me a bunch of bs it your time to call and tell me what u think! so sad to be a suddenlink bill holder!!!!
After an incomplete install/transfer of services I have yet to have my services installed it has now been almost 4 days. Have they called – NO. I have made multiple calls to complain and attempt to get the requested services to my new residence. They don’t seem to care, quick to apologize but at this point actions speak louder than words.
Don’t use them is give them an F- on customer service and communication skills (and they call themselves a communications company). Use dish or other cable provider.. After 20 years as a customer you would think they would care to at least give me a callback but nothing.
I am a past costumer. There was an error made by the bank while I had my services with suddenlink they were over paid$123.18 dollars on 7-5-2013. I requested my refund to this date I have not received it. This prompted me to discontinue my services with suddenlink which I had been with since I moved to the East Texas area. Your employees have told me several dates and times of which I would receive my funds. I’m requesting those funds I have returned all your equipment and I want my refund please. Thank you