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SuddenLink

Posted: 2011-07-13 by    RandyHarling

TV Programming

Complaint Rating:  0 % with 0 votes
I'm a SuddenLink Cable TV customer in Victoria Texas. About a month ago SuddenLink "upgraded" their network to provide more HD stations. As part of this "upgrade" the numbers for most of the channels were reassigned. Unfortunatly, there seems to have been an unintended sideaffect. All of the channels in the Digital Family Tier now show up as "Not Authorized". This is everything in the range from 301-388 (except 311-316 which are designated as the Digital Family/Discovery Tier...these are still working). Also, the HD channels (415-472) are also Not Authorized. From others I've spoken to this issue seems to affect the entire Victoria service area. I've called your Customer Service and explained the issue to them...your "Tier 3" support technicians say that it isn't possible to get Digital Family/Discovery Tier and not get the Digital Family Tier...all your agent (who said she was getting a lot of complaints from this area) could do was pointlessly sent a tech to my home a week and a half later (more or less just stalling for time while the programming issue will hopefully be resolved). The tech obviously couldn't fix the issue since it is obviously a programing/tier profile problem but he did seem to be aware of it and the fact that customers were beating him up for something he couldn't fix (btw, he was very nice, polite and apologetic). Needless to say, my ticket was closed with no further action. Here's the point of my message...this has been going on for a month...customer service/"tier 3" support don't seem to believe it's possible so they aren't opening tickets properly...your customers are leaving...this should be a simple progreamming issue...your customers are leaving...I don't think this issue is being addressed.
BTW - several of the channels in the Digital Family Tier haven't worked in years including DIY and several others but people gave up reporting it.
I don't know who is in charge of the programming "Tier" in this area but you might want to give them a "heads up" (or fire them for incompetence).
Comments United States Satellite & Cable TV
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 25th of Aug, 2012 by   Jeffgoode 0 Votes
I cant stand the fact that everyone with a weak signal, got analog great and digital hardly at all. and other than a booster that offers about 5% more signal, does almost nothing. Suddenlink is the only cable provider making me want to go back to satilite

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