Suddenlink Communications
Reviews and Complaints

Suddenlink's service department has made so many errors on my account since 1/29/18. Every time I have contacted Suddenlink to correct the errors on my account, the service department made it worse and worse. When I called Suddenlink the most recent time on 4/24/18 I was told the overage charges were charged incorrectly and I shouldn't have to pay for them. The billing department argued with me and now my bill is DOUBLE the normal amount and it is being drafted out of my account. Sonia in the billing department was supposed to contact me within 24-48 hours and she has not. Suddenlink has received their money and I have NOT been satisfied on my end. NOT HAPPY!

I, along with millions of others, am deeply upset, dissatisfied, highly disturbed, and dare-say disgusted with Suddenlink's decision to take Jimmy Swaggart's Sonlife Broadcasting Network off-air! I would strongly suggest putting the network back on-air before much of Suddenlink's business is lost.
If it's not lost already. I won't be referring anyone to Suddenlink's services any more.

My name is Ricky Howard. I take care of paying the bills for my father. My father is Jimmy Howard, (Suddenlink Account #[protected]). I had issue with 2 Reps and 1 Supv, and 2 of the 3 hung up on me, with no resolution to the situations. The Supervisors name is "CAM." She would not give her last name, the initial to her last name, nor her employee ID Number, she stated it was a security concern. I'd ask questions of her, and she'd just sit there, with no response. After 3 or 4 questions with no response she hung the phone up with no reply, or nada. Still no satisfaction from my experience. I have left a message on the Complaint Line [protected]). I've called back during business hours and all I get is, leave a message and someone will get back with you. I have received the email correspondence on "How did we do, " and as I stated on it also, I don't expect anything to happen, but I continue to try and resolve, for this is for my Father, who is visually impaired. I would love to get resolution and can be reached at [protected], My name is Ricky Howard. The above is a brief description of what happened, and I woul; love to discuss with someone of authority the entire situation. This is a small town in AR. The only choices are you guys and DirectTV. Thats real unfortunate, but it does symbolize the type of service, with no competition. I'm not trying to be ugly, but it really shouldn't take this much effort to get a bill resolved, and service adjusted for a long time customer, retired, and disabled father.

Judy L Brown
4 Cantalejo Lane
Hot Springs Village, AR [protected]

To whom it may concern:

I am going to tell you a story. I own a house at the above address. I have owned it since 1999. It used to be under an account with Suddenlink as Dwayne and Judy Brown. We were divorced about seven years ago. First my son was living there with his family renting the house while I worked out of the state. The account was under Russell and Shoni Addams. Then my daughter and her family moved in and it was under Lisa Kern. I returned home two years ago and Lisa moved out a few months ago. I paid her overdue bill at Suddenlink and attempted to change this back to my name. I was told it was still under hers. The local office said Suddenlink had taken away their ability to just change an address, even though it is my house. Suddenlink insisted it must come from their office yet I cannot get the office to do anything about this. It is still in her name and I am paying the bills. I cannot change the service to what I want. This is one of the worst run companies I have ever dealt with. I will be back in the state next week and if I cannot get this changed I will contact a lawyer about this company holding the home owner, me hostage. I do not know where my daughter is so she can cancel this. I will also be sharing this on social media everywhere and encouraging everyone to use a different service other than Suddenlink.

Judy L Brown

Every night for the past 3 nights (starting on 4/24/2018 through today, 0428/2018) my internet that I pay for is being turned on and off every 15 minutes. I wish to understand why it is that I pay for home phone and internet when I can't use them during the times that I wish to use them. I've called the alleged "help" numbers and get an automated system every time that clicks at me (I kid you not, clicks like it's speaking some ancient foreign language) then tells me the best solution is to unplug my router and wait 10 seconds and plug it back in. I would like some help on this. I've read other comments and they all say they spoke with someone about it. I respectfully implore those who know how to speak to one of the "higher than thou" Suddenlink representatives to let me know how to do so. My desirable solution: Be able to use the services that I pay for. When you pay your water bill, you get water. When you pay your rent, you get your place of dwelling for another month... etc. Why is Suddenlink internet any different? I'm a college student who can't afford to dump money into things that I can't use.

Where to start?On Wedsnesday the 18th of April I called to cancel my services and was given the cancellation department which gave me a special offer and I resennded my cancellation
That was my first mistake..He offered to have my new outlet ran for 30.00 instead of 50 and upgraded my internet and I was convinced to stay with Suddenlink since being a customer for 25 years it seemed like the easiest way to go no new equipment or new channels to learn..
They came out on Thursday and ran my jack and informed me it would be 50 instead of 30...also it had rained the day before and instead of wearing booties they track mud all over my carpets and hard wood..
Me and my wife borrowed a carpet shampoo machine and cleaned the carpets and then mopped the hardwood floors taking several hours..
While here they managed to mess up the service to one of my TVs and then had the nerve to tell me there was a short in the wall..
Later in the evening my neighbor calls to let me know they left the crawl space open and the lights were left on..I have a knee requiring surgery and had to crawl under the house to finish their job
Also they didn't even replace the wall plates on the cable ..
I call in and complain about the difference in the price quoted and then the price charged they say they have to listen to our conversation on recording that day and if they representative promised that they would honor it..talk about calling a person a liar..
But Suddenlink customer service is non existent...They promised a supervisor would call me within 24-48 hours and it's been 72 and no response
I see why my parents and neighbor left Suddenlink
I will soon as possible

ALANperkins

After a conversation with a representative in February, I decided not to cancel my services. For some reason, my Easy Pay was cancelled during that phone call because my March payment was never drafted, thus disconnecting my services today.

I called and explained all of this to Suddenlink representative Gabriella and she transferred me to supervisor Frankie Orr. I requested the $10 late fee to be waived, given the circumstances, and she was extremely rude and refused to waive it. She seemed very annoyed with me for no reason and she hung up the phone while I was still talking.

I called back and Carolyn took care of my concern.

I need to know that Frankie Orr will be coached and trained regarding this phone call. I have been with Suddenlink for 3+ years and have never requested a late fee waived, but this was an error on Suddenlink's end. Frankie poorly represented Suddenlink with her poor customer service and needs to be trained.

I have filed several complaints and will continue to do so. Everytime it rains my internet service goes out. They have been to my house 5 times and said the problem is not here, "It's Upstream". Why keep sending someone to my house when you know the problems upstream. Somewhere something is getting wet and shorting out. Simple solution find out where geniuses. SuddenNotLink Sometimeslink. SunnyDayLink is the worst internet service in the USA. I will be at the city manager's office Monday to find out what we have to do get a relaible internet option in our town.

My cable went out on Thursday April 19. The customer service rep was very helpful but could not fix the problem because the digital receiver box is bad so he scheduled me a tech appointment. On April 20 I received a voicemail that said the appointment was cancelled because of an outage in my area and that was the problem. I still have no cable I called customer service and again the rep was polite however I must now wait until April 23 for service to be fixed. I was told by the first rep a tech could come 0n April 21 even though it would be about 5:05 before I would be home because of my work schedule and the time slot was1-5. I was told on the second call that is not possible. This digital box was installed less than 2 months ago! Sorry but this is poor service to a very long loyal customer. Is it time to switch to dish or direct? You tell me

Elderly neighbors of mine reported their Suddenlink telephone service was not working. The customer support had him take a paper clip and do a factory reset on their router, which set it back to factory defaults. That made their wireless network stop working which affected their cell phone use. They promised a tech would be on site between 8 and 12 today and at 4:15 they still had not shown up.
The telephone service is intermittent. I am a retired telephone engineer. I went to their home, took a telephone test set to the jack in the phone modem from Suddenlink and the service was failing there. The customer service person kept warning my neighbors that if they didn't have the wire maintenance contract they would be billed. The man of the house has serious health issues and is 83 years old. They need the telephone to be in working order. Since Altice took over Suddenlink, our service has been horrible in this area and overpriced to boot. Why anyone would buy telephone service from a company that provides so poor service, I don't know.

[protected]
FCC Complaint
Suddenlink Communications
Overcharge on billing for Service Call

We had been having all kinds of problems with our Phone/TV/Internet during the Month of March, 2018. In the early parts of the Month we were having temporary outages of the system of an hour or so, or up to two hours on numerous days. I did not report these as they finally got the system up and running again. On the weekend of the 24-25th the outages again became a problem. By Monday PM the 26th he problem had really become persistent. All service stopped that night and we were without phone, TV, and Internet for the next approximate 36 to 48 hours. It was necessary to use our ‘pay as you use' Tracfone and Jitterbug which we keep on standby as my wife has a heart problem and I have a number of medical issues also.
I called in numerous times about this and got the standard recording, ‘we are have outages in your area, but are working to fix the problem'. I finally got in touch with someone in ‘Tech' service and they said a Service man was working in the area and would call us so we made arrangements to be here. He did finally call to make sure we were here. He came as he said he would
This is where the story changes. Service ‘Tech; Charles, ID #18740 along with a trainee came to the door and went to the service tower in the parking to check the signal.
They came back and said there is NOW a good signal there. He also said that he had a made a number of service calls here in Boonville and was kind of unhappy about getting these calls day and night as it was a 50 mile trip up here. He explained that Suddenlink had replaced a Power Supply downstream from us earlier but he found out that it was a refurbished one and that the voltage was TOO low and that is why all of the customers beyond the Power Supply were having a problem. He said they replaced it and now the voltage values were up to specs. He came in the house and checked our signal and found it was GOOD NOW. My system would still not work properly. His remarks were since you were down for such a long time we need to reset the Suddenlink Arris Modem and my Router which he did. I said if I had known this I could have pulled the power plugs and reset myself. This had never happened before because of the Suddenlink signal outages which have occurred many times before, but only because of short time outages. We had never had a multiple day outage before.
I received a $60.00 billing because Charles Tech ID 18740, turned in a report that it was our problem and did not mention the downstream Power Supply problem. Someone is a big liar! The Suddenlink Phone representative Abby, that I talked to about 3:20 PM [protected] or the Tech is not being truthful.
I ask for a credit on this (we have been with them a long time) and they refused and Abby the Supervisor said she could not override this charge because of what the Tech recorded on his work order.
We believe that his charge of $60.00 was a serious injustice.
This was and is very upsetting since this problem was not caused by us and the after effects problem was caused by their problem in the beginning.

William G Crager
102 Osage Trail
Boonville, Missouri [protected]

I called Suddenlink out to my house for issue with their internet service on 3/16/2018. The tech looked at my equipment and said it may be the modem. I went down to Suddenlink office and picked up one of their modems to rule that out. Then I received a bill for $60 service charge. I am still having the issue a month later… I am technical and have downloaded some utilities to prove to Suddenlink that I am still having an issue. I am dropping about 33% of the network packets. I work from home and I can't use the internet to perform any tasks workwise. I showed the tech my utilities and how I had 33% packets loss and he said he would turn the ticket over to the field tech supervisor for them to take a look at the lines. I called back concerning my bill and they said that I would be charged another $60 for today's service call. How in the world can they charge me a service call when there really is a problem with their circuit?

I understand that they should charge a service call if there was nothing wrong. However, I had to help the tech see that there was an issue. So they need to train their technicians better so they can determine if there is an issue and they should NOT charge a $60 service fee for every trouble call.
Plus I have not been able to use the internet for work for the last 2 months which is the reason I got in in the first place.

-Jerry Wilson
[protected]

Three times now Suddenlink has charged me twice for one UFC event. I did not catch the event until about two weeks later when I receive my bill so I had to go out of my way to call them to have them correct it off of my bill. Now it has done it again only this time in Spanish and English. We do not speak Spanish. Suddenlink is telling me that they cannot correct it off my bill. I have never experienced such horrible customer service in my life. My Internet does not work half of the time and customer service is horrible! I have tried to call corporate office at [protected] for a whole month and all I get is a voicemail. I have left messages every time but nobody will ever call me back. It has been a whole month! The supervisor that I spoke to through customer care was Krissy H. Employee Id number 18499.

Your service men did not mark the lines. We had irrigation workers waiting for them to come a second time to correct this. The irrigation people were told they were all set. They still did not mark the lines correctly the second time, and they were cut.
I had to leave my house and find wifi last night because I was on call. I converse with my psychiatric patients via computer. Can you imagine making an emergency psychiatric call and not receiving an answer? The cell phone is inadequate to gauge the severity of the patient's needs and does not contain the medical history.
You scheduled an appointment not the same day, not the next day, but 2 days away.
From a management perspective, I would say you are grossly understaffed if this is the best you can do.

On the night of March 27, 2018 I noticed a message on my tv screen with a code number 225. I was told to call for a technician if the problem persists. I ignored it for the night because it was fairly late anyway. I turned on the tv the next morning and the message was still there. So, I called for a technician. When I called, I specifically asked if there would be a charge for coming out. I was told "no ma'am" and I set up an appointment. I never called for a technician before so that is why I asked if there would be a charge. Otherwise, I would not have set an appointment. I was pleasantly surprised that they could come out the same day. I was asked what time I'd prefer and I told them between 4 and 6 pm. I had things to do that morning so I scheduled for a later time. I was also asked if I wanted the technician to call when he was on his way. I said yes, especially since I was by myself. Within a few hours someone knocked on my door. I was hesitant to open my door because I didn't see a logo on the guys shirt. I was not sure who this man was. He did not call before showing up approximately 5 hours early. I let him in when he explained who he was. I wasn't happy about the no call. He "so called" fixed the problem and left. Even though the message popped up again a few days later I did not call them back. I messed with the remote to get rid of the message. Well, I get an email with my newest bill and noticed my bill went up almost $70! I immediately called and complained to the local office. The lady who answered my call just kept telling my that there was nothing she could do. I asked to speak with a manager and was put on hold. When the manager did get on the line she told me the charge was legit. I kept telling her that I asked if there would be a charge and was told no. It did not seem to matter. The manager said that she could not waive the charge. I'm very upset about this and I will seek other methods of watching tv if this is how service is being provided. This is ridiculous! I would understand if I had not asked ahead of time, about a charge, but I did ask. This is terrible service and will not recommend anyone using Suddenlink if this issue is not resolved. Please fix this issue. I do not want to close my account but I will if nothing is done about this. Thank you for your time.

This company has untrained customer service that gives out incorrect information, the techs call before coming and giving incorrect information they do not try to solve the problem and the supervisor who was very unhelpful and sounded like she didn't care. To be a long time customers of Suddenlink and to be treated in the way we were is unacceptable. As soon as we find another provider we will be switching.

I requested service and was told my property was too far from the street. (300 ft) And unless another property was constructed, they could not provide service or run cable. Now another property was built and is closer to the street and they still refuse to service my property. my neighbor whose property is even farther from the street was provided service no questions asked.
Is there something else we do not know that is preventing us from getting service?

In December 2017 my bill increased by $10 so I contacted billing I was told that the next months bill would be $129 including taxes. When Jan's bill came it was $136.31.
I called billing again was told to pay $125.44 not the $136.31 and that the next month's bill would be $126.73 including tax. When Feb's bill came it was $132.13
I called billing again John ID#15142 told me to pay $125.65 and that next months bill would be $126.73 including tax. When March's bill came it was $132.13
In the mean time I started watching my usage of cable - I don't use it. So on March 21, 2018 I returned my cable box and remote and had cable taken off and bundled only phone and internet. I was told that I could get that for $70.95 + tax.
imagine my shock when March's bill came - which is for the new cycle and it was $132.13!
So I called again - this time billing told me that they couldn't change the bill because the cycle didn't end until 3/29; therefore the new bundle price wouldn't go into affect till then. When I asked for a new bill to be sent after the 29th to reflect the new billing cycle I was told that couldn't be done unless I called in AGAIN!
This whole thing is beyond ridiculous and extremely frustrating!
First, why am I getting wrong quotes each month? and each time I call they give me a cheaper amount?
Second, can you not process a bill correctly? if the service is for 3/29-4/28 and the new bundle goes into affect then - it makes sense that the bill I received would reflect the new bundle price
Thirdly, why do I have to call again to request a new bill sent when I just got done talking to billing and the 29th is only 2 days away?
at this point I am so frustrated that I am very seriously considering two things: 1) moving my business to another company and 2) filing a complaint with the WV Attorney General's Office

Other than John - I have found your billing and billing supervisors to be rude and not very helpful at all!

On March 9, 2018, I contacted customer service in reference to the payment made on 2/14/2018 that was to be applied for 3/01/2018 bill. I asked for a supervisor and was assigned to Lakisha Miles. She was very friendly and checked my account and noticed a glich in the system. The payment was showing processing on my account, but also was showing rejected on the payment menu. Ms. Miles informed me that she had to elevate this to Suddenlink corporate and I would receive a call in 48 hours. I waited until 3/14/2018 and had not received a call. I called customer service on 3/14/2018 and was assisted by Quincy, who sent a message to Ms. Miles. He informed me that she would return my call that same day. I didn't receive the call, I contacted customer service again on 3/16/2018 and was assisted by Shana. She sent another message to Ms. Miles and I was assured that she would return my call that same day. As the days passed my account were charged with late fees and I was receiving automated calls and emails for non payments. On 3/20/2018 my services were suspended. I contacted customer service and was assisted by Ikela, she sent yet another message to Ms. Miles, who has been no help at all during my ordeal with Suddenlink. I went to the local office, which is about 35 minutes from my home, and was help immediately. Your customer service team is very pleasant upfront but has zero follow up with resolving customer issues. I've been a loyal customer for over 3 years and have never had a late payment until this issue arouse. This is how your company treats your customers, it's unacceptable! You have people like Ms. Miles, in leadership positions that make no efforts to resolve issues for us. YOur customers...

I'm not sure whom I spoke with. But, I received a call from a Suddenlink Customer Service Representative at the number [protected] letting me know of some new deal Suddenlink has with plans and 200 channels?
I dont know, but I explained I would have to speak with my roommate about the situation and see if she would be interested. When I said this to the customer service rep she said, "well where is your roommate then?"
None of their business. Second, I explained I was at work and would think on it again. She said, "well i'm gonna get it installed on Saturday between 8-10 am" after I already no! I said "maam I dont want the services" and she again said "well it sounds like you really want it." i'm normally extremely patient with this kind of stuff but no means no!