Suddenlink Communications
reviews and complaints

suddenlink changed the numbers on their cable channels. Why, I don't really know. However now I have a TV that's cable ready and it won't work. Called local store, however my call went to Texas. Advised me that a work Order would be wrote up. This was last week, and today I called and was advised it will be October 3rd before they sent someone to look at it. They tell me that I'm a vip customer. I guess I should be glad that I'm not a regular customer, cause it maybe 3-4 months before they show up. Why can't someone call the office that's 12 miles away, instead it's goes to Texas. I want my TV fixed.

Two weeks ago, I had a technician come out to investigate slow speeds. He did absolutely nothing and stated he would create a work order because the signal coming off the street was too strong. He never did so here I am two weeks later, still paying for 400MBPS and receiving 30-170MBPS. Technical support over the phone can't help. This is not fair, I spend my hard earned money on your service and I get subpar quality internet. $80 a month for speeds I can get at a coffee shop. I want some kind of reimbursement. This is awful. Someone please help.

In July I had changed my Bank and CC. I called a Suddenlink agent and was told that my new debit information is now updated and I am still on the auto-debit program with Suddenlink. It turns out that the agent failed to tell me that it takes 2 billing cycles to get updated. So my next bill (even though it says "Do not pay anything you are on auto-pay") the payment does not come out. Then Suddenlink charges me a $100.00 late fee. Why would you do that when it was your fault, not mine. I called back spoke with Dorothy agent # 102120 and Dorothy was very kind and she reversed that for me. Then due to the Hurricane here in Texas, my internet service was down for 2 days and I called to find out about getting credit for those 2 days and then spoke with Michael who said that I will still have to pay the late fee. I asked him 'why are you talking about that I have auto - pay) He then transferred me to Tyrika who was very rude to me and put me through hell she said she was in the Houston area. She would not give me her agent number or last name. I caught her in three lies and she had me on that phone for almost 2 hours. She was insulting and nasty to me. She finally transferred me to a supervisor named Carmen who said she was in Humble Texas and she could not care less. They both told me that even though it was Suddenlink agent that caused the problem, that I still have to pay the late fee. They just did not care even though I have been an excellent customer. The way I was talked to was very hurtful. How can they keep their jobs treating great customers the way that they do? I need Suddenlink to tell me you are going to take care of this because right now I am looking for another company. 9/19/2017

Our TiVo stopped connecting to download channel information, which meant shows and software updates could not be installed. You cannot contact your local Suddenlink office at all, it rolls you into their 1-888 voicemail menu which gives you a complete run-a-round, constantly sending you back to the Main Menu, repeating the same messages and "alleged" self-help fixes. It does not allow you to simply "hold" for an agent. The only way to finally get to actually speak to a live person was to call their billing number. She did her best to help, but I feel sorry for employees that work for this company that answer their phones because, by the time you finally get a hold of someone, you are really angry about what they put you through...and its the employees that get the brunt of it. The gal I spoke with said she hears the complaints from customers all the time about how difficult it is to deal with the company.

My name Antonio Whiteside and i just got a lawyer today suing suddenlink for over billing anyway i only had service for only 5 months and i done made 4 payments and plus for bout half them months i didn't have any services cause the services was mess up anyway i have proof so am suing what kind of company that would try to make [censored] out of there customers people told me not to get the service cause it sucks but didn't believe them now i see

Turned off services and turned in equipment to office July 29, 2017. Not even in Abilene anymore and still being charged for no reason. When calling Suddenlink and talking with representative Christopher still can't explain why I am still receiving a bill with extra charges attached. Last representative stated it was a mistake from a new person starting at Suddenlink billing, this was in August, and it would be removed. Today, September 7, 2017, I received a bill from Suddenlink with additional charges. Made to wait on line 40min. including talking to Christopher. Now told they made the billing error and I still need to pay $15.45. I was never late and paid on time with auto pay. Terrible billing service and no loyalty to customers. If they made the miss charge from my auto pay how can they just add on fees a month later. Shame on them.

We are experiencing a MONTHLY interruption of cable services from suddenlink requiring a visit from a tech. While offering repeated apologies and billing adjustments, nothing is being done about the disruption caused in my family as well a the monthly time off from work needed to return home and let the tech inside.
date: 9/04/2017
Is this something I need to address with the FCC and the state's public utilities commission?

I have been with Suddenlink for tv and internet for over a year now. The internet has gone down constantly since the first day of service. Televison sound drops out multiple times daily, and the picture has a tiling problem intermittently. The biggest problem is the internet. My daughter does her high school classes online and the internet drops out so much that she has to keep restarting the work, as it loses it if it is not completed in one continuous unit. I have called tech support constantly, and every time they tell me that a tech has to come out. They schedule a tech and often a tech calls me the next day and says they had an outage and cancels the service call. All of the techs that do come out tell me the problem is not in our lines in the house, they say it is an outdated system that needs to be replaced, but that will not happen for years. I have called for a reimbursement on my bill, but they say they have to send a tech out to check my house and verify there is a problem with my lines. I told them it is not in my lines, it is in theirs. I have been keeping a log of date, time it goes down, time it comes back up, along with photos of my computer showing the screen saying no internet connection. I have filed a complaint with the FCC, they said they have turned the complaint over to Suddenlink. The other day I called and asked for a supervisor to call me, they said he would call within 24 hours, he never called me. He lied and put in the computer that he called twice and I did not answer, so he closed my case. I have the phone records to prove he never called me. I am currently looking into other companies because Suddenlink is awful. Everyone in our area has the same problems and get the same runaround from this company.

I have been with this company for 6 months. I was told this was the only provider in my area and I had to use them. I have had nothing but a terrible experience with them. First when I signed up with them the package online said it was $107.99 per month with no contract. Now they are telling me my base package is$107.99 but I get billed at $114.99 per month due to some fee. Anyway by the time they nickel and dime me I'm paying almost $180.00 per month. I know that's with almost any company so while I don't like it that's not where my complaint is. My complaint is with their service and their customer service. First I put my bill on their EZ Pay system where it deducts from my account automatically. I had no issues with that in the beginning.. about 4 months in I chose to take it off the auto pay and pay it on my own. That was fine that month but the next month they still took the money without my permission and when I called they said they could see I took it off autopay but they charged me anyways and there was nothing they could do to reverse it. I had to go to my bank and have them fight it for me. I insisted at that time they take me off autopay again to which they said they had only to find out the next month they still had me on it. Again for the third time I called them and told them to take me off autopay and I told them I wanted to cancel my service with them. The "manager" on the phone pretty much told me to go ahead and cancel my service because they really don't care. I spoke to someone else and ended keeping my service for the time being until I could find a new provider. My cable has never really worked properly and twice they have scheduled someone to come and look at it and twice no one has showed up and all they ever tell me is that they don't see any notes on my account showing a tech scheduled to come out. This company hounds you to pay your bill but they are willing to do absolutely nothing to make sure you're getting the services you're paying for. It is without a doubt the worst company I have ever dealt with. Currently I had no cable while I was stuck in the middle of a hurricane ... I did not have no service due to the hurricane but because their equipment does not work properly. I had power and internet which is provided from the same company but no cable. I had to sit in my home with no access to news on what was happening around me and they told me it would be almost a week for a tech to come out to look at my box. Now I've waited for a tech all morning and no one has showed up and all they can tell me is no one was scheduled and there is no record of my call in the first place yet I got an email from them wanting me to do a survey on how the call that supposedly didn't happen went. I don't understand how a company can be so dangerously negligent with their customers.

We sold our house at 3401 Derby Drive in Jonesboro, AR 72404 two weeks ago and was told by Suddenlink they would transfer our home number, [protected] to our new apartment, which also has Suddenlink, in Jonesboro, AR. An appointment was made for Monday for 14th of August between 8 and 10 am. No one showed up so we called again and the service tech came out a few hours later but refused to let us use our [protected] number. we still don't have a working cable in one bedroom. The Tec said the cable is making a noise and would have to be replaced when the weather got cooler. After calling Suddenlink back, we were promised we would have our [protected] number by Wednesday August 16. Well that time has passed and we still don't have our phone number. I cannot believe a large company such as Suddenlink, who prides them self on excellent service, would treat a long time customer in this manner. Our only hope is maybe you will get some competition in Jonesboro area. Don Molder, cell phone [protected].

On our tv we lose sound then have blue screen pop up that states no signal and when it rains we get fuzzy screens. The problem has been reported several times and repairmen have come out but they say they cannot find any problems. They say it might be the power strip is overloaded ( two items plugged in) or it could be the Texas heat. This is all very frustrating. We have heard thru the grapevine that new lines are being installed in other towns around us and if that is so are we going to receive new lines? Could someone check and see why we cannot receive better service from this company as we pay our bill in full and on time.

My name is [removed] im under [removed]'s account(account # removed). I [removed] pay the bills for internet and house phone bill. Last month(7-31-17) we went to pay both bills and we told the sells rep that we wanted both bills payed for both accounts internet and house phone and she(removed) attended us right when she finished charging us we asked her if she had charged us for both bills and she said "yes "so we took her word that she had charged both bills . Today [protected]) we got a bill saying that we didn't pay one bill which was for the phone(account #removed) i just want the right thing done its not right that she tolds us that we had payed for both bills and now we have an past due bill. The bill will be payed but what she said was that we payed both bills and it turns out that we only had payed for one bill. That is not good service. She (removed) said that i disrespected her and harassed because i said who ever told us that we had payed both bills lied so i said this is [censor] but i was not saying it to her i did get angry for the type customer service that we had experienced. She aslo said things back to me which i didn't get offended.

On 8/10/17, a Suddenlink tech came to my residence around 10:30am and hooked up my cable. Everything was working fine and he showed me how to work the TiVo guide and answered all my questions. He was very professional. When I came home from work around 5:30pm, I turned on the tv and I noticed that the channels were not showing. There was a message saying that I was not subscribed to the channels when I clearly remember flipping through all the channels in the package I ordered right after the tech set up my cable. So I called customer service as the message on the channels instructed and I was connected to the most unprofessional rep ever! When I tried to explain my situation he kept saying "uh-huh" after everything I said as though he was not listening to anything I was saying. He kept having me unplug the cable box about ten times then plugging it back in. Knowing that we were getting no where by doing this he finally put me on a long hold then came back to tell me that there was an outage in my area. I explained to him that my internet is working so why is there just a cable outage in my area. He was clueless because he made this up just to get me off the phone. He told me my account would be credited for a month and that my channels should be on in 12-24 hours. I was furious because I wasted so much time with this rep just for him to lie to me. I hung up and called customer service again in hopes to get a better rep. I was wrong. This time I spoke with a lady that acted as though I was a tech telling me to go to different settings when I explained to her that I had just got the cable today. She was not trying to listen to anything I had to say, instead she just asked me have I called today already. At this point I was fed up! Especially after she told me to unplug the box and plug it back in like the other rep. I requested that a tech come out to my home and look at it but this rep had me doing all kind of resetting and other technical stuff before she finally agreed a tech needed to come out. Before I got off the phone with this rep she confirmed that there was no outage in my area and that she did not know why my cable was not working properly. Again my time was wasted. The earliest a tech will be available is Tuesday 8/15. I can not take off work to watch a tech in my home especially since my TiVo is not working properly after installation. I need this fixed ASAP! Like in the next couple of days. This makes no sense that I have wasted almost two hours on the phone with unconcerned clueless technical support reps. I have been lied to and mislead, so I am requesting that a Tech come this Saturday 8/12 to fix my cable. I am also requesting that I not be billed for this month or I will be cancelling my services. This is ridiculous and has changed up my plans of having guest in my home. I knew I should have stuck with Directv but to avoid having a satellite I wanted to try you guys, despite all of the bad things I've heard. I need all of the channels I ordered working this weekend!
My account number is 001-8626-[protected].

HI

I have suddenlink service for internet and I am having lot of problem. My internet is getting disconnected every 5 to 10 minutes and I need to call suddenlin. They fix that issue for few minutes and it happens again. I am paying $80 a month and still they charge money to send technician to home. I am tired of this service. We have only suddenlink service in our area.

I was at the Huntsville Texas location on 07/31/17 there were 5 people in front of me when I walked in. One of the rep's said it'll be just a few minutes 2 people was on break and should be back. The supervisor was walking through, she looked at the line and said nothing. She came back again and walked back into her office that you can see thru a large window. The line was getting longer, it was only 2 rep's taking care of customers and they both were doing small talk, laughing and wasting time when they could have been moving faster to cut down on the line. People were beginning to complain, myself and a few more customers looked back toward the supervisor office to see if she was gone come out and help the representatives with the customers and you could only see a silhouette of her from sitting there in the dark. It was no right to this, by then I had counted 16 customers in a small space, complaining about what there was only there for and it would only take a min but no I'm sorry about the wait, I'll be with you all quickly as possible, nothing, and the supervisor should Always under circumstances as such at least come out and greet the customers to assure them if she wasn't gone attempt to even help the rep's out then they are working fast as possible to assist everyone. People were leaving, a couple of people had words about who was there first, going back and forth and not once did that supervisor do anything. I'm pissed, its nonsense, the rep's need more training in customer service and the supervisor should Not be a supervisor! Customers is what make any business successful, you have to be a crowd pleaser. Greet, smile, even when you don't want too, its life, it happens and if you can't do that then one should not be working with the public. Its ridiculous! And if something do not be done about this I will report this location to khou11.. Angry customer

I have been trying to get my internet service repaired for over 2 weeks as of july 20 2017. I have called on a daily bases. I have talked to customer service I have talked to there superviser twice and today I have just put in another request to talk to another supervisor. They keep giving me the run around. I have had 2 tecs out and they both told me they would put in a request for a line crew. I checkin on them 1 hour after they leave to see if the request was filled and it never is and that in itself is a bold face lie. And I still have internet problems. I explane every time that I nerver have any problem till 8pm every night and for some reason the just dont understand the part of 8pm that means at night the tec report no problem and tells me he is putting in a request for a line tec then leaves that must be suddenling for im out of here.

Several times throughout this year and past we've had problems with our internet being down. We call for it to be serviced and the technicians are very unprofessional. They do not identify themselves and do not provide any information. As soon as they leave the service is still down. We call for support and no one knows anything about our service or what has been done. It is like no one is on the same page or they are not doing their job. We have made multiple attempts to get this corrected and nothing is done. We, like most business, rely on the internet. We should be on our own private line, for which we pay plenty, payments on time, but the service is poor. The unfortunate thing is we are a small town and do not have another option. We complained several times and nothing is done. Something needs to change this company cannot keep doing this.

I contacted Suddenlink Tech support last week and informed them that I wasn't getting channel 42. That it had been out for a week on all tvs. They informed me that they would reset the cox. I explained to the agent four times that I don't have a box on my tv. She said okay she would set up an appointment to send someone out and report the channel issue.

That was a week ago. No tech ever showed up and the channel is still out. I called them today and informed the agent again, several times, that I don't have a box. And she said they would send someone out. I demanded that someone be sent out today since I was lied to before. I was hung up on.

On June 29 late evening we had a storm come through and it knocked out the electricity and the cable/internet (that was about 9 PM). The next morning after the electricity was turned back on (around 4AM). We had no cable and internet. Our local office has NO phone number to call. We had experienced this once before here and several times with other cable companies where we used to live. I call the number on the bill and ask for technical support. I tell them there is an outage (our neighbor's cable was out as well, he is elderly and never calls, just waits). I am told there is no outage in my area, now I'm not stupid I know what an outage looks like. I ask for them to reset the account that can be done from their end. they refused and said they can't do that. their answer to everything is send a tech out to the house, now only if it is their fault you won't be charged. Guess what it is never their fault (I know this from past experiences). After 5 calls and very heated conversations in which I was pretty much told I did not know what I was talking about, my service came back on just about 24 hrs later. I did NOTHING to make this service come back on. I told them that there was NOT going to be a tech come to my house as it could be handled on their end. I also wen to the local office where a Hispanic customer service rep told me that I did not have an outage and that a tech would have to come to the house, once again I said that won't work and isn't going to happen. I went in to the local office today, July 14. 2017 and took a check to pay my bill minus $30 for the hassle, no service of my cable and internet and the inconvenience it caused me. they refused to give me credit, again with a very rude hateful rep. I refuse to pay for service that I don't have and I refuse to be treated the way I was, so I fight back and I refuse to be told that I don't know what I was talking about. another thing the first rep at the local office LIED and said she told me that she knew there was an outage and that she resolved the issue. She told me there wasn't an outage and she DID NOT resolve the issue, I did with my many complaint and irate conversations I had to have apparently it worked, as I said my service came back on just about 24 hr later. I was issued a $6 credit and I want the entire $30 and I WILL NOT be paying any late fees. I have health issues that I am not suppose to get upset as it will worsen my condition, this company and their reps do nothing but cause problems that result in a person especially me getting upset. I don't need this hassle and rudeness from the worst cable company there is. Just give me the rest of my credit and leave me alone.
S.Allen
Acct. # ***-****-***169706
1014 Lake rd

I had a suddenlink install on June 21. The tech argued with me that he needed to install a new drop for internet connection. I made a call to RAVE design services, to help verify for the tech that the drop was already in place and he just needed to hook up. He would not listen. Put the drop in anyway. When the tech left, the internet was not working.

Call the Suddenlink engineer who I had been working with, he made arrangements for a different person to come on June 29. This person hooked the internet up to the drop that had been installed by RAVE design services. He also removed the drop that had been installed on June 21.

I received a bill for $25 for the drop that was not needed and later removed. I made two phone called to suddenlink. The first call the agent sent me to tech support who told me they weren't billing.

The second phone call, I waited in a queue for a supervisor for 45 minutes, never getting a supervisor. The agent finally cam back on and said the supervisor would have to call me.