Suddenlink Communications
reviews and complaints

I have had suddenlink for less than a year and have had nothing but trouble from the day of instalation. The day it was installed the box made a horrible grinding sound and the technician who installed said it would stop after warming up, it never did and after more than 7 calls to the customer service includimg supervisors who are even more rude than the representatives they advised me that they would check it but it would be 45 days before a tech could come to my house. The box was replaced after waiting 48
days of waiting for a technician and it again is making the same horrible sound onlyuch louder after only 3 months and after contacting the service department and waiting on hold for 40 minutes I was advised they would come to check my box but I could be charged 65 dollars. They advised it would be at least 45 days before they can get someone out to look at my box. This has been the worst experience with a company I have had. The customer service department are not able to fix anything when calling and then when you get an appointment its so far away. I work from home and cannot do without my services. If your equipment and service is so bad that your technician is that overwhelmed maybe you should dig deeper and find the real issues, they have to keep going back for the same issues, is an issue in itself.

The company offers a stair step array of internet speeds. Each increased speed slot has a graduated scale for the price. For example, "Internet 50" costs $65. When you reach "Internet 100", the cost is $85 but with unlimited download. The problem is, you don't get 100 meg download speed with the "Internet 100" product. In fact, you often do not get even 50 meg download speed. If you call to complain, they tell you the "Internet 100" acceptable speed is 50 meg.

The public has come to accept that when you buy so-called 100 meg speed from any provider, you never get 100 meg because there are so many variables that affect speed. However, only recently has Suddenlink changed the 100 meg plan expectation of 75 to 80 meg down to half of the speed for what you are paying. This is a change in business practices for the phone help technicians to tell you as to what can be expected for internet speed. The use of names such as "Internet 100" is deceptive. Furthermore, they should have announced to the existing customers that when you buy the 100 meg package, you can only expect to receive 50 meg. By not telling their existing customers of the new business rule, it is another indication of deception on their part. Essentially they put the burden of telling the "bad news" onto their phone support team.

As a final note of interest, this "half-speed" philosophy of Suddenlink is mathematically implausible. That is, since I am paying for 100 meg but only getting between 30 and 50 meg, I could change my plan to 65 meg and could still expect to get 30 meg for $20 per month less.

All I want to do is speak with someone at Suddenlink who might care about their customers, especially a VIP customer, which gets you nothing, it only means you pay more for your services, but don't seem to get any respect! This issue has been going on for months. Every time, yes every time we get on to Suddenlink to check out e-mails, etc., we get kicked off. The error message usually says Suddenlink is not responding. I has logged many service tickets with them, and have had five different service technicians come to my house to "guess" what is wrong. Two of them were contracts and had not worked for the company very long and didn't even know what to check. One technician replaced something outside our house with their wiring, another technician replaced something on the telephone pole in front of our house with their equipment, and another one replaced a couple pieces of equipment inside our house. Nothing has fixed the issue. We have all three services, Internet, Cable and Phone with them and pay over $200/month for these services and like I said this has been going on for months where I can't use the internet for any longer than about 10 minutes at a time before I get kicked off. Our television/cable and phone work fine, just not the internet! Now here is the kicker, on my last bill they charged me a service charge call of $64 for one of the technician visits! There are no other options in our area, or trust me I would have switched a long time ago. I just want to talk to some who knows what customer service is and cares about their customer! I don't know if this complaint will ever get answered, but I sure hope it does and it get someones attention!

We had our service interrupted because the installation people from Suddenlink left a spool of coax cable in high grass right outside of our yard. The county where I live came out to do their maintenance mowing and such, when they did they didn't see the coax cable and ran into it. This caused it to get caught up in the tractor and ripping our service wires interrupting our services. On the day of the incident the county themselves called Suddenlink to report this, as did I. We were told they would not be able to come out for 10 days to fix this problem that they caused. Then I called back and spoke to who I thought was a nice lady she told me she spoke to her supervisor they were going to expedite this issue and that someone would call us that same day if not that day the next day for sure she promised me. Here we are five days later no call no service and when I try to call back it will not let me speak to a live representative. It keeps looping me around as it's never done in the past. All this and not to mention we just paid a $300 bill a week ago. Then I called back and spoke to who I thought was a nice lady she told me she spoke to her supervisor they were going to expedite this issue and that someone would call us that same day if not that day the next day for sure she promised me. Here we are five days later no call no service and when I try to call back it will not let me speak to a live representative. It keeps looping me around as it's never done in the past. All this and not to mention we just paid a $300 bill a week ago. Are they kidding me? What kind of service is this? Who treats their customers this way? They calls the problem and now we're suffering I work from home I explain this to them and I will be fired if it is not up by Monday she assured me it would be fixed. It's not. These people do not care about their customers.

I have been without wifi for over a week now. First time the tech was scheduled, I waited by my door all day. He was supposed to be there between 8-12. I called and they moved the time later. Once again, I was right by my door and even had a sign for them to knock. Around 245 pm that Friday, I called again and they said he had came and I didn't answer the door. That is not true. So I waited another 3 days for another tech to come. That Monday a tech did show up around 1pm. He did work on my wifi for about an hour and half. He said I needed a new wifi box and he would have to go to Parkersburg, wv to get it. I live in Spencer, WV. He said he would return that evening with it. He had called my phone around 2 pm whIle he was at my apartment to check signals, so I did have his number. He told me he would be back by 5pm. I called around 5 and he said he hadn't forgot about me, that he was still waiting on a box. So we waited...and waited...and waited. Around 8pm I texted him. He said he still had no box and asked if he could come Tuesday morning. I agreed. Well, Tuesday morning june 26, at 11am I texted to see where he was. He said he was sorry that he was trying. That's it. I have called, fb, live chatted many many times and finally called corporate Suddenlink. A supervisor was supposed to call back and they have not. I'm still waiting for corporate to return my call. They rescheduled me for Friday from 8-12. Mind you, I work night shift. I've had no sleep due to staying up and this has affected our personal lives for over a week. This is beyond ridiculous. I have classes that depend on wifi and am paying a ridiculous amount. Some customer service reps have tried to be helpful and some were not. I am not paying this bill. I will also contact the BBC and whoever else I need to contact due to this matter.

I have Suddenlink Communications for internet only. My family pays $80 per month for our plan. We recently went over our allowed data (the first time). The bill is $240 which we paid. We were not notified as they outline on their website. Even though our bill was 3 times the normal amount. However, that is not my complaint.

I called customer service to ask for the cost to change our plan to unlimited data. I was placed on hold several times. I was first told it would be an extra $20 per month. I said "please add it". After being on hold again (for quite some time) I was told there would be an additional charge of $10 per month. Again, I said "ok. Please add it". After being put on hold again, the rep came back and told me "I'm sorry. unlimited data is not available in your area". This is still not the reason for my complaint.

After reaching out to people in my neighborhood, I find out that a couple of them have unlimited data. One of my neighbors told me to go on the Suddenlink website and put in my address to see what was available. Sure enough, it was listed as available for my address. Not only available but available wit a faster speed and the cost is $89.99 per month! Apparently, it is only available to new customers. So, not only is this completely screwing existing customers, the customer service rep flat out lied to me!

I have had Suddenlink for over 10 years and this month due to several internet issues after talking to an online technician came to realize that Suddenlink has been charging me from August 2017 for 400 Mbps when the Modem they had given me was meant only for telephone service.
Even after several complaints and two technicians visiting - the service is worse than ever. I spoke to your billing department and was told that I can get a $10/- refund. Then I was told that I was getting the modem free of charge so I should not get any refund.

One supervisor was to come at 8:00 in the morning and he comes at 4:00 in the evening - Suddenlink then informs me that I will get a $20/- credit!
Again the technician exchanged my modem and connected a 400 Mbps they have now charged me extra for something called wireless - The technician then departed my residence with the internet service unrepaired saying that the "Tap" in the neighbour's yard is broken and needs replacement and it will take 1 month to repair.

I feel cheated by the cost increased from $101.43 to 111.90+20 - Please urgently rectify this ridiculous situation -

I have one problem after another with suddenlink my bill changes every month I try to pay online and get locked out of my account so I can never pay online which I have done several times I need my bill to be the same. I check it one day and it will say I have a zero balance then the bill is 400 I don't have money for bills like that. Can someone please help me solve this problem before this happens again. Thank you roxanne majefski

Suddenlink encourages you to watch Netflix and surf the internet at your leisure and watch videos etc with their internet service. However, they are extremely vague about the hidden overages fees. My internet and basic cable started out at 165.00 per month and ended up being over 200.00 per month every month. When I demanded an explanation I was simply told I exceeded my data usage for the month. They also charge excessive late fees as well. They do not have disclaimers about the excessive charges when you exceed their version of overages. They simply tell you to cut back on your internet usage or ask you to purchase another more expensive plan. This is deceptive and devious practice by this company. I have since turned off my basic cable and my internet bill is still well over 100.00 per month. You simply can not win and they are doing this to everyone.

Our home had a power surge from lightning that struck our neighbors' transformer and our cable, Internet and phone service went down on 11 Jun. Work orders were put in 12 Jun and everyday after. Today, 19 Jun only the Internet is fixed. It has been none the less frustrating to have to deal with those who serve in Suddenlink's customer service who lack interpersonal skills. Spent 1 hr and 20 min on the phone, just to be hung up on.

I recently moved. First I had an appointment for moving scheduled for over a week and they canceled 30 mins before the 1-5 time slot and wouldn't reschedule me for a WEEK. Finally someone comes out and was on the phone discussing how overworked they are and how he is about to walk out. Received my bill (without the $20 off for no service for a week) to find another account number which I was uninformed about changing therefore cannot pay my bill because I cannot log in to the correct account to do so. There is an attached PDF to the email for me to pay the bill of course! BUT it requires a pin for the account to view and pay which I obviously do not have because the whole account changed without my knowledge. Disappointed and furious with suddenlink is an understatement. It's too bad this poor customer service is the only option for Flagstaff because that's the only way you get away with this. Thanks for the stressful and aggravating experience this past year.

We have been having issues with Suddenlink service for years, always having issues with cable, TiVo's and internet. We went to a different company for cable and did away with the TiVo's, we stayed with Suddenlink for the internet, and we've alway had issues, here lately we've been having to unplug the router every couple of hours, because we keep losing WiFi. We had a technician coming between 1 pm and 5 pm today Saturday 6-16-18, we were suppose to get a call prior to him coming out. We got an automated call, no one ever showed. We called Suddenlink and she said the tech came by but he just looked at the cable box outside, and that he decided they needed a more qualified technician to come out. Yet he didn't let anyone of us 5 that were in the house know, we didn't even see a technician, our dogs would have known someone was out there. I don't think anyone ever came, and why would they even send a technician that didn't know a damn thing. We've frustrating with the internet issues especially a whole weakened.

I talked with Danisha regarding cancelling service at an old address. We set up a separate account at a new address so we could work during the move. Danisha said the accounts must be linked in order to cancel the first account because Suddenlink must get paid. We have never failed to pay a bill to any service provider in our 50 plus years as adults. I asked to speak to a supervisor. Danisha apparently got offended and then got vindictive. She cancelled service at our new address.
I've spent more than 2 hours trying to do a simple task. I'd like to know why this simple task was fouled up so badly and what action will be taken with this CSR. actions.

Suddenlink Corporate Offices - CEO
520 Maryville Centre Dr
St Louis, MO 63141
United States

Dear Suddenlink CEO

I wish to lodge a complaint. I have been a long-term and customer to Suddenlink and its services. However, recently, I switched to DTV as they offered a better deal for TV service. I'm still a customer of Suddenlink for wifi services. I inquired about returning to Suddenlink for TV services; and was informed "those services are being made available only to new customers".

Also, many in our neighborhood (Wheelock/Monterey} are voicing their concerns about the spotty service and lack of customer care on Nextdoor.com. I would have to agree with them. If you are not going to pass along savings to your existing customers you will not have us for long in the competitive marketplace.

It is not often I write but right is right and wrong is wrong and your business practices for your current loyal customers in my estimation are wrong.

I'll be seeking a new and better provider for all our services related to TV and Wifi in the future.

A disappointed customer.

Joe Duke
3114 39th Street
Lubbock, Tx 79413
[protected]
[protected]@gmail.com

I set up a billing account with Suddenlink and they did not draft from my account for three months, so I called and they took the account info again, a few days later my service was suspended. After investigation and service interruption the customer service acted like they didn't make the mistake and I was at fault for not paying my bill on time. They treated me poorly. As soon as there is an alternative provider I'll be calling them.

When I changed my internet service provider, rather than rent and pay monthly for SuddenLink equipment, I purchased a Netgear Modem/router. At no time was I told this was not an acceptable practice nor was I informed Suddenlink would not push firmware upgrades to this equipment. I purchased the Netgear modem/router from a store where it was a recommended product.
Now according to Netgear, Suddenlink must upgrade the firmware for my modem/router. Suddenlink refuses to upgrade my hardware because it is not their product. Suddenlink tells me they have received several complaints because the Netgear website states the ISP must push the firmware upgrade. Suddenlink has firmly informed me they DO NOT upgrade the firmware for products they do not own and/or rent to the customers.
This leaves the customer in a difficult situation as we can be hacked or attacked thru no fault of our own because we have no way to upgrade the firmware. Do I have to purchase another piece of equipment to resolve this issue? Truthfully that leaves a very bad taste in my mouth. I am terribly frustrated being caught between two companies who refuse to provide good customer service.

Well, after a 20+ year account with them/before them, we part ways on a sour note! I became disabled 4+ years ago. My income drastically changed. I recently had to disconnect the tv part of my account. Then my 'data usage' suddenly had a cap, and I was over it, because of watching tv through online services. So Suddenlink increased my bill by $20.00. They won't come down on that. So off to DataMax I go! And they are even $5 cheaper than I needed!

I am a current internet customer and was very excited to get in the mail advertisement that say I can get internet and TV for less than satellite alone. I thought great Suddenlink is offering to help current customers with a better product and save money. I cannot tell you how disappointed I am after talking to one of your rep's and was repeatedly told this is just for new customers. So I looked all over that advertisement and could not find anywhere that it stated it was just for new customers. Then it got me to think is this how Suddenlink treats all it's loyal customers that have been with them for years. For me is says you could care less about us. I am currently with a wireless phone provider that has a rep call me when they see they have plans out that are both better and less expensive. A provider that will have my continued business. I cannot say the same for Suddenlink.

I noticed that my auto debit was $10 more than usual so I logged onto my account online (which I rarely do!) I poked around a bit and noticed that I was being charged a $10 late fee! The due date is the 4th and the payment was taken on the 7th. I was thoroughly confused. So, I went to the auto pay section and to my surprise I was not even enrolled in auto pay!
So, I called customer service, billing. I explained everything. "Mo" proceeded to tell me that I paid the bill manually through the IVR. I told her her that I did not. We went back and forth until I finally asked for her supervisor. She was so rude! She told me that her manager would say the same thing and refused to transfer me. After much back and forth she said she would transfer me, I was on hold for nearly 15 minutes before she hung up on me.
I decided to try the online chat. Now remember, I'm just trying to report a problem that they may have with their system. Not demanding a refund or anything! Basically the same thing happened with Angela on the online chat! I was astounded. I didn't think it was possible to be hung up on while on a chat but she did!
One last try. I decided to try tech support. I spoke with James who was quiet but very helpful. I explained the problem and he sent the case to the IVR dept to be investigated. a cool 4 minutes. Kudos James!
Suddenlink has the worst people answering the customer service phones. negative stars. I would definitely switch to a different company if they didn't have a monopoly in my neighborhood.

Instead of attempting to help customers to keep a good status on their accounts they give you minimal ways to make payments and drain you in fees and what not. Apparently, my card was declined possibly because my money was in processing in my bank account. Now, I have to wait 120 days to be able to make a payment with my debt visa card or I have to go into the suddenlink store which is difficult to do because of the hours, I get off work at that time. I refuse to pay the fee of $10 to make a payment with a representative. Its outrageous! Because of there unsatisfied services I have late fees and other fees and disconnected service which is another 40$ fee to get turned on. They do not try one bit to work with long term customers. They just pile up fees to get money out of you. But I have to pay because I don't want collections calling. Which they are quick at involving. I guess they will be losing my business.
***When I called the first time to get my charges. I requested corporates number and was given a 1877 number that sent me to another customer service representative. At that time I asked for corporates number again and I was told they couldn't give out the number. C'mon! That's ridiculous.