Suddenlink Communications
Reviews and Complaints

Hi,
My name is Bikash Debnath, I am a Texas Tech student. I subscribed for internet service from Suddenlink Communication. The service I asked for is 10 Mbps high speed internet. I am paying $65 per month. But it's been two months I haven't received proper service. In the last month the internet speed I received was even less than 1 Mbps. I called then 4-5 times to come and fix the issue. They do come, but the issue still prevails. I don't get a hassle free internet service which I asked for.

I need them to fix the issue, refund or make adjustments in the rent that I paid.

My Suddenlink HDTV is very inconsistent. Not a lot of channels available in HD, and most of the time 1/2 or more don't work! I get an error message saying something like "This channel is currently unavailable, but will be available soon." Really, Suddenlink? I haven't seen a single game of March madness in HD. Techs have been out at least four time, and replaced my drop cable (from the box to my house) several times. Works for a few days, then kaput.

I've had it. Now that CenturyLink has high speed DSL in my neighborhood, I'm switching. Now I just have to decide between Dish and DirecTV.

Fraud! Worst cable/internet service on the planet. We're in a small town--mammoth lakes, ca. We had a great cable/internet provider up until last year when Suddenlink took over. The moment that happened, bandwidth was cut by 80% and prices went up. Of course, they have a monopoly---wait, aren't there laws against that? Guess not. At least not in a small town with nothing to contribute to political campaigns. We have internet speed equivalent to dial-up--and only intermittent service. The television works some of the time. We call in techs at least once a week--but to no avail. Internet service in third world countries (India, Nicaragua, etc) is 1000% better than what we've got. Do yourself a favor and switch if you can. This is just another example of the fleecing of America. BTW, Suddenlink and their parent company have donated millions to telcom lobbyists in Washington. So, politicians get perks while the working class get screwed. Again.

for the past month I have been having issues with packet loss. the main office has been notified about this issue and when it happens they don not send people out to check the lines, and i have been told that this is an area/node issue by the local office and when it does happen, i cannot get a hold of anyone at the local to get somebody out here to get this check out. When they do send a tech out here it isn't happening. When you need help all you can get is a damn call center in tyler, texas. They are ###S and dont know their jobs. Having an issue going on for over a month like this is BULL#@IT!

I would like to start by saying suddenlink has the worst Internet service available. Suddenlink took over NPG cable and every since then I cannot go more than two weeks without my service being out for a day or more. I have to call customer service and wait for 10 minutes for a representative (they are always very nice). They tell me they don't know why it's not working let's send a technician out. The technician says it's the system should be fine now. Works for two weeks and then stops again. Then I get to do the whole thing again. If I could use any other Internet provider I would. I am seriously considering moving just so I will not have to deal with suddenlink ever again.

About three weeks ago, I had SuddenLink install TV and DSL. I was told that I would get 200 channels and HD service. The price was $92 per month. I actually get 94 channels and no HD service. I called and complained. They told me that they could send out the technician for another $40. I told them that was unacceptable becaus e it hadn't been installed properly, I shouldn't hav e to pay. Then I was told to take the box to the local store and get another box. I took the box to the store and was told that it was the proper box. The young man waiting on me told me that it was just a matter of putting the right info in the computer. He did a bit of typing and told me to take it home and hook it back up. I did - still 94 channnels and no HDTV. For just internet and TV the price of $92 a month
is outrageous when they advertise 150 channels for 29.99. I don't even get that many. At this apartment complex, they seem to be the only game in town. What is my recourse?

in short...many days of poor to no service, many service calls with different issues, customer service has no solutions just small credits and apologies. said after NPG was bought out, that the issues are due to upgrades, but the bill does not reflect that issue. i am going to have to pay for satellite and cell phone hot spot to replace my cable and Internet service. I may pay more, but at least it works. very disappointed.

When I called, I spoke with Ginger (ext 2337) and explained to her that I needed to set services up in my name and get the ball rolling. Here is where the problems started.

You see, apparently because my husband did the initial calling to find out prices and things of that nature, they took it upon themselves to write down his name and address. I had not yet set up an account because we both knew that he had a past due bill (that we have set up payment arrangements for in order to pay what he owes) and the service needed to be in my name any way because we have split the bills throughout the house. However, Ginger told me that because we have the same last name that before I could get services in MY name, I had to pay HIS old bill. Now, you tell me how that makes sense. She then proceeded to tell me that because my “husband is going to watch the TV, you have to pay the old bill”. Okay, so because my husband is going to watch the TV, I am now penalized for mistakes he and his ex-wife made three years ago? I got very angry and asked to speak with her supervisor. Basically, the supervisor told me the same thing. Again, because we have the same last name I had to pay the old bill.

Now, let me vent a few things. First off, if your company penalized everyone for having the same last name as someone else, we would be paying triple what you make every month. Secondly, this account is in MY name and is using MY social and MY credit. NOT HIS! His name is nowhere associated with this account and should have never been even asked. However, we did the right thing and explained that he would be in the house and that we had made payment arrangements to pay the old bill. Lastly, if I paid for every ‘Ellis’ that owed you money, I would probably be paying my bill in full for at least a year. So, what I am gathering is that these two ladies were just trying to get the bill paid for. I am very aware that he is liable for this debt; however, we have not tried to skimp out of it.

Let me be the first to tell you that, because of this experience, if I had another option for Internet and TV, I would take it. The women I spoke with at the Tyler call center are rude, inconsiderate, and do not know how to listen. They will talk over you instead of to you and will OPENLY tell you that “well, there’s nothing you can do”. Excuse me for saying, but there is always something I can do. The line of work I am in is gracious enough to let me have access to multiple people in multiple walks of life. I do know a thing or two about the law in Texas and I am quite knowledgeable of the laws that go along with marriage. I will never be dealing with the East Texas call center again if I can avoid it.

After 2 useless calls to so called "tech support" and six days later my email is not working. The first "tech" told me that it would be taken care of in 24 to 48 hours. After that time went by I called again and was told by the second "tech" that it would be 5 to 7 business days and since the 7th day was on Friday it would likely to be sometime the next week! Guess they take Friday's off? Unfortunately they are the only dance hall in town so I have no other options other than satellite s

I have had it with SUDDENLINK! For months sense iv had service iv had nothing but problems. Coming home to no cable when iv paid good money to enjoy. I call suddenlink and seems like i get the rude employees that act as if they dont want to help. They never get things right. Then they schedule me for someone to come look at my box and its a day when i have to work.. I ask them if someone can come at better time when im off and they wont work with me. I just want to be treated fare! I PAY MY BILL AND I WANT MY SERVICE! If i dont pay my service they will come very quickly to turn it all off and take thier equipment. So tell me how is it fare for when i need service to be right i have to wait and wait but when service isnt paid for i get harrassing calls, letters, credit reportings and service turned off fast. SLOW SERVICE WHEN YOURE PAYING AND DOING RIGHT, BUT FATS SERVICE WHEN YOU DONT PAY AND DO WRONG.. THATS MESSED UP. Iv never had this many problems when i was with COMCAST. I will send letters all the way up to the CEO and make let as many people as i can know how bad this service is. All i want is to get my money's worth. If im not getting service and its constantly getting interupted, then i shouldnt have to pay for the service. Why do i have to pay for service im not getting ? Someone answer this and ill shut up!

I ordered a DVR recorder from your service contact (800.490.9604) on 3/1/10 and was given an appointment for 3/2/10 for installation. No one showed up, no contact was made to explain. That evening (3/2), I called for an explanation. No reasonable explanation was given; finally I was told that the local office had no equipment available. No reason was given for not contacting me concerning the missed appointment or when it would be made. Many other questions were not answered with any meaningful information. At this point I have no idea when or if the requested service will be provided. Further, I have been given no contact where I may go to to obtain answers or to lodge a complaint.

Customer service is horrible. I have been lied to from day one. The first time I called to set up my service, the lady tells me I don't have to pay a deposit. Well, guess who had to pay a deposit? ME. The gentleman was late coming to hook up my cable, so I called and a man told me they would credit my activation fee back to my account. Guess what, no record of this and still had to pay an activation fee. Last month I called to get my bill straight and a lady said she would review my account and call me back, never heard from her. Yesterday I called about my bill for this month a lady named Deanna ext 3202 was supposed to call me back since my bill was due yesterday, never heard back from her. It's one lie after another. LIES LIES LIES !

every since suddenlink took over npg cable the service has been soo bad that there is hardly a day that the tv doesn't freeze up. they say they are upgrading the service but when i had npg cable which is a local cable company we didn't have a problem. i am thinking that we should prorate the amount of the bill ( which has goneup twice) as to what we are getting verces what the bill is.

I live in a trailer at 175 Dolphin Lane called to get cable through Suddenlink in Beckley Wv when i called i was told that the lines where old and sagging so they said i lived to far out and was not willing to fix the saging lines ...I live within a hundred feet from neighbors that have suddenlink, , They have told me it would be 3, 000.00 dollars that i would have to pay for them to fix their lines this is not right i will also be contacting the Better Busniess Bureau on this matter it is not up to me to pay for them to fix their lines...

I was a suddenlink employee (media) and as an employee I had the entire Suddenlink cable internet and phone package with all the bells and whistles.
When I resigned from Suddenlink, I chose a package from their website. The package was $122 a month for phone internet and cable. My boss sent an e-mail to the communications office and said "it's done." When I got home that afternoon, there was a call from the Suddenlink office at 3:15 in the afternoon. (I was still at work)I would get 2 more of these calls, (the last one answered by my 13 year old son)I would call back, no one knew anything, or else they were gone.
I received my first post employment bill and its $350! I call, they put me on hold for over thirty minutes, I hang up. Prior to being put on hold the operator knew why I was calling, but he never called me back. I called 8, yes 8 more times between Feb 15 and April 15. They still had all the bells and whistles (Hbo, Showtime, Cinemax, and expanded digital)and were charging me for them, even though I was calling and telling them they are not part on the $122 package I wanted. They would tell me "we don't have a $122 package." And I kept telling them they had it on their website! 8 times I called. Finally on April 15th I told them to disconnect it. (they kept charging me for the entire package) They disconnected, I took them the equipment. (and yes I got a receipt) Saturday May 15th I receive a call about my past due bill of 500 or 600 dollars. I tell the operator the story that I have just told you. The operator told me, that I kept getting the extra channels and all the extra stuff, because I didn't use the word "Downgrade". Now I called 8 times, and each time I said my bill was wrong and I still had the pay channels and I told them I wanted a $122 package. But Suddenlink couldn't handle that because I didn't say DOWNGRADE? The local office lady called me today and said I need to pay, because They did call me (at 3 in the afternoon when no one was home) and they did speak to my son, (13 years old) and so I went on a retention pakage which included EVERYTHING I had when I was employed by Suddenlink. ###S!

Suddenlink falsely reported charges to the credit bureau on my son, affecting closing on his new home. He is just 19 years old, and they apparently thought he was a good target to pin someone else's bill on. They said he was responsible for the prior customer's bill at that address because he requested a service transfer. They didn't even tell him anyone had a past due bill. Then, he never got service, because the line from the box to the home was bad. There you have it. Must pay someone else's bill, even though you never get service established.

Welcome to Arizona!
suddenlink recently took over npgcable in our little sedona and promptly turned
off my service for non-payment of my posted autopayment this month.
Their representative instructed us to bring proof of payment to the office
before service could be restored. Sounded wrong to me.
I called CEQUEL the corporation suddenlink is connected with.
The corporate office can be reached directly at [protected].
A live person will answer.
After trying to lose my call 4 times a nice corporate pr lady took my complaints.
She says she will call back . . .

We signed up with Suddenlink less than two weeks ago. They came out to install our cable and internet. They scheduled a couple of hour window and promised me they would call before coming since I needed to be at work. As the end of the block of time was approaching, I went home and waited so I'd be available. We got down to about 10 minutes before the end of the block of time and more doorbell rings. It was the tech (no phone call). He was nice and explained he was covering for someone on another job. That night I was trying to set up our favorites list and realized that the DVR didn't give an option to not show channels only to block them (get a big blue screen on each blocked channel). So, then I started to pull up the Video On Demand service and it wasn't working. I got a screen that said we needed to call Suddenlink. So, I did. They did a bunch of stuff over the phone and then they said they'd have to send a technician. In the meantime, they told me they had a TiVo to rent instead of the DVR that should allow us to skip channels (we have young kids). They scheduled for the guy to come. Again, the tech came towards the end of the block and then it took a while for him to figure everything out so another 3 hours of work was lost. He checked our DVR, said it was something wrong with it, I told him we'd ordered a Tivo and he said we don't have them. Apparently customer service does not know what the local areas actually carry. So, they bring us another DVR. Two days later, I try to record a show for my kids on the DVR, ANOTHER BIG BLUE SCREEN telling us to call Suddenlink. So, I did. They did a bunch of stuff over the phone and said they can't fix the DVR over the phone and they would have to send another tech out to repair the 2nd DVR we've had in less than a week! We said, no, we'll buy a TiVo since these don't have the functions we want but we need the cable card. Then we went through about 20 minutes of discussion about could they give us a cable card or not. My husband asked for a manager and was on hold for about 15 minutes. He finally hung up. We bought the Tivo, tried the cable card already in our DVR, it didn't work because it has to be paired with the device so he calls back to ask them to do it. They won't but says they reserved a cable card at the KWD office in our name and we just have to pick it up. He gets up first thing today go to the KWD office and returns the DVR and ask for the Cable Card. The KWD office, says no, we don't hand them out, a tech will need to come install it. And then when my husband left the DVR they said they'd rather the tech pick it up too. He left it with them anyway. Now we wait to find out they will actually get their tech out here today in the 5 hour block they gave us. Seriously Suddenlink, your customer service center and local offices need to have the same information!The runaround is horrible! And, you need to get DVR's that work with good functionality! NO ONE wants to wait until the house waiting on your broken products to be exchanged over and over.