Suddenlink Communications
reviews and complaints

I made a payment on October 31st, of 108.46 there was a balance for September due on October the 6, because I made payment arrangement for 106.00. When I called to make the payment the system told me that it was 108.46 due and that was all. So here it is today and my cable services is off due to the system not taking the payment that I made and applying it to September bill but it applied it to October's bill. What I'm not understanding is how can you apply a payment to a current bill and not pay the past due amount. I called in to complain and of course there was nothing this "monopoly" company could do. I have been having issues with this company since I moved here to TX. I ask can he manual back October payment off and put it on September, which of course he told me "NO".

I pay for 365 days of internet service and we use the service about 21 days of that through the year.
Not once have we been able to use the vacation home with reliable internet service and they are unwilling to even try to schedule a tech to accommodate our availability while in town but they keep taking the $$ to pay for said services.
I am now irate after being hung up on by Brenda in live chat. She refused to even provide a way to make a formal complaint.
NEVER USE THIS PROVIDER!

I went to suddenlink 4 months ago when we moved. I told the salesman which double play package I wanted. It was the package for $99 for HDTV and internet. He kept trying to add services to it I didn't want and raising the price. I told him exactly what I wanted and how many TVs in my house. They show up for installation and don't know what I ordered. The salesman put 1 tv on my account instead of 2. I had to call and get that fixed the day of installation. So for 3 months I believe I had what I was paying $110 for until they switched to HD. That's when I discovered that I only received LOCAL BROADCAST stations now that they went to HD. So I've been paying for a HD receiver for no reason these 4 months. I called and explained that I wasn't set up correctly when I came to suddenlink and I now have only 20 channels I can get with an antenna but I'm paying the price of the double play package I wanted to begin with. Their answer was I could upgrade to the tv package I wanted for $149 a month! The same package I ordered to begin with is still offered but they won't fix the mistake they made! This is just the latest issue. Ive also had services not working 2 different times and was told I would have to pay to have it fixed! Went to the suddenlink store and they told me they just had me on a wrong line or something and it showed big red Xs beside my account and they fixed it right then! I can't wait for frontier to get me set up so I can drop suddenlink forever!

Yes... we have been dealing with Suddenlink for like 2 years now &nd have never had problems in the past until now. I wouldn't want any other service provider other than you guys, but just recently... I may have changed my mind. Just last night 11/6/2017 of Monday... I was making a payment through an agent from Suddenlink and even tho I didn't have all funds available... she assured me that my services will be restored once the payment is done pending with the promise to pay the remaining amount the following Monday which would be on the 13th of November. Suddenlink took the money from my debit card knowing that they weren't going to extend my promise to pay. So just this morning which is the following day... my internet was still down, so I called Suddenlink with high expectations that they would fix the problem by restoring my service... WRONG! The guy on the line told me that they wouldn't be able to restore my services until the past due balance is paid in full. This is such BS! Why would they tell me the night before, that if I paid the amount of $101.00 that my services would be restored when it wasn't?! This really ticks me off because I have never had a problem with Suddenlink! Everything in my household is internet based! I would really like to get my internet back! I cancelled my payment with Suddenlink since they weren't going to help me. If this continues... I will cancel all tides with Suddenlink &nd then take my business elsewhere! Can you help us? Thanks, Reginald Stanford customer account number 001-8603-[protected]

I've been paying the same amount for our internet connection for the past year. They had already changed and increased their internet rates and packages several times this past year, but since we have a package plan that they no longer offer the rate had stayed the same.

Now they just sent a notice stating they are increasing their internet rate by $10 across the board. Seriously, a $10 increase every month!?! PLUS, they are now charging an additional FEE of $5 per month if you have unlimited data, no matter what package you have. They did not bother with informing us about this additional charge at all. I had to call to ask why I was being charged an additional $15 ($10+$5) this month.

This is nothing more than a money grab. They are trying to get rid of all the legacy packages that have the lower rates.

I have found out I owe a bill from when I was in 8th grade. I don't have a account number handy because I use my social security number. But I do have a photo ID and birth certificate to prove that social security number belongs to me and that my name shouldn't be used when I was 14 years old! I was still in school and I wasn't capable of having my own income or job. I want this taken care of ASAP. I want my bill cleared.

I paid and was told I would have Internet activated on Friday, October 27, 2017, tech came out (late) and left. I STILL have no Internet, I have called so many times since Friday (they would owe me several hundred if I billed them what I get paid per hour for being on the phone with them). I have had it escalated three times, call backs twice, and STILL nothing. The call center says all they can do it submit tickets to the local dispatch office (which is in the town I live in)...a whole bunch of no one can do anything! My son goes into the local office and all they can say is all of the supervisors are out today, gee whiz I would be too if I had these types of people working for me, and let her call and see what she can find out. Keep in mind, I'm supposed to be getting cable hooked up today also, but I've got so many conflicting emails, phone calls about what is going on, that I'm not sure if I'll have ANY service before this time next year! Lesson learned, next time keep what I have!

I am paying for basic and extended channel lineup, too many duplicates, much of content is rerun constantly, the channels that have some better content is extra and costs more. It seems to me that if you want better content you have to pay for all their lineup. That is a very sorry way to do business, there is no competition in Big Spring, Tx. I will be submitting a complaint to the FCC and BBB. Currently investigating internet TV, when I called Suddenlink to complain, they said go to internet TV if I did not like the way they did business, like they don't care if I am a customer or not. This has been going on for a couple of years, they know there is no where else to go for service.

The internet service is horrible. The company only wants to take your money and not give you the service you pay for. I called the tyler west call center and the respresentative name Anika did nothing to help me, but to tell me I need to spend more money for a technician to come out to resolve a problem that is their fault. I spoke with the supervisor named Shay and she did nothing as well but upset me even more. I have been with suddenlink for over 6 years and I will be disconnecting my service. They constantly go up on the prices and if you are one day late it is a $10 charge. This company is ridiculous and I would NOT recommend it to family, friends, or even my enemies because it is that bad.

I needed to update my credit card information (my old one had expired), as I'm enrolled in EZPay. My October payment had been declined, so I wanted to make sure that got paid in full.
I have had issues with the Suddenlink account website in the past, and this time was no excpetion. I logged using the latest version of Chrome, and tried to find where the billing information was. I tried the "Pay My Bill", even though the "My Bill" section showed a zero balance. The problems arose immediately. Certain link were not responsive at all. I had to refresh pages multiple times for them to respond. I had to go back and forth between link to try and see which ones would actually lead me to the place where I could update my billing info. It was still showing my old info in under EZPay, and it was still hsowing a zero balance.
I finally called customer service and they could see that I had a balance due, and they were able to update my billing info for me. But they wanted to charge me $10 to run my October payment. No Way. So, they transferred me to their phone payment system (free), but it said I had a zero balance. So, I couldn't pay my bill. I called again, this time I tried technical issue. They attempted to retsrat my modem, even though I never pressed the button saying that.
I called again, and this time the customer service rep, attempted to charge me $10 again to run my payment. I asked to speak with a supervisor, and got Krissy. Every single person I spoke too, including Krissy said they had no control over the $10 charge to run payment. Krissy stated that they had no reports of issues with the website and suggested mayne it was problem with my internet. The irony is too much, Suddenlink. You are my internet provider. I tried the website with Safari, and again, slow and unresponsive. I'm contantly using highly repsonsive and complicated web applications and I have never come across this level of web development ineptitude. You site is terrible and I highly doubt that you have never encountered issues.
I was finally able to complete my payment ussing the phone system, after one of the three unhelpful people were able to update the billing info.
I cannot beleive that suddenlink wants to charge $10 for people to make a payment on the phone when there website is so atrocious. Shame on you.
I will be switching my internet provider by the end of the year and I can't wait.

We had Suddenlink come out and set up our home July 18, 2017. We were moving in and the movers hadn't delivered our belongings yet - such as a phone. The technician said we could just plug in a phone once we unboxed and it would be good to go. We did this and there was no dial tone. We called customer service and they said it should be working, but they might have to send out a technician to complete to set up. The next tech came out, walked in and picked up the phone and there was a dial tone. He said they probably sent a signal to activate the line and left. That's how long he was in my house. I have been charged $54.50 for the service call and I called on 10/3/17 regarding this and was told I would receive notification of the decision. I called back on 10/19/2017 and was told they refuse to take the charge off because the issue was not on their side. Had the initial technician completed the install or the service rep on the phone told us he would be sending a signal and to check again, we would not have had a technician come out.

One of your employees has been harassing me for about 2 years now and i believe that he is using sudden link equipment to spy on me. He love at 3615 heard in kingman az 86409 the cops won't do anything about this. He hangs out with a bunch of people who he give free internet with and used your equipment to spy on me. Now I know an f.b.i. agent and if i have to contact him theirs going to be a lot of people in trouble take my word for it. I would like something done because i feel that this [censor] is threatening a lot of people including sudden link by sterling equipment and proceeding to use it to evade in on people's privacy.

Every month for the last year; I've had to call and find out why I haven't received a bill.
I've been reassured month after month that the issue is resolved.
NOPE - next month same problem & I call to pay over the phone but no bill. I would like to see what I'm getting charged for. I like to be plan out my bills and receive paper bills.
So last month I decided to stop calling & wait for the bill.
NO BILL - of course they turned me off & i was expecting the shut off.
Call yet again to talk to someone about the issue & I have been on hold for over 20 mins just had to hang up & call again.
This is ridiculous...

I am writing in regards to a complaint I have with the company and service I have recently received. I recently switched to bundle my television, internet, and phone. I previously had phone service with another company for over 10 years and decided to switch with you all. I am not pleased with the service I have received. I have been without phone service in my home since Thursday 09-28-2017, and today is Sunday October 1, 2017 still no service. There are wires all over the bedroom, and nothing has been done. I have tried to contact the company over phone multiple times and was continuously transferred and the phone was hung up on the last transfer. I have went into the local store, and was promised another tech would be out and no one has showed up yet. I am wondering if you all care about your customers. If this matter cannot be solved in a timely manner from the date of this message which is 10-01-2017 I will be forced to take other actions.

Thank You,
Earl Josiah

I got Suddenlink in 2016 with no problem. I moved to a different address and my bill went up. The service was disconnected. I had a past due balance of $211 and change. I applied for new service on 9/28/17. Did a live chat with Freedom M. because I had to pay the previous balance. After taking my money she stated that I owed 218.09 from a previous address in 2010. My question is how did I get service in 2016 when I owed in 2010. The lady gladly too my money ithout tell me that I owed more. Suddenlink has poor customer service to do this to someone that called to pay her balance off and didn't know about the balance from 7 years ago. I want my money back or my internet on.

I have been a loyal customer for 2 years. My bill every month is $45. We'll this month my bill was $450! That's right $450! The woman I spoke to on the phone was very rude and basically said there is nothing she can do even though there were multiple discrepancies. They are money hungry and I am looking into getting a lawyer to dispute any further actions. I even had a technician come out and he attested to the fact that suddenlink just got bought out and all the new people hired on have been sending him on dummy missions. He said that it has been happening more and more because they don't know what they are doing and they are just giving people the run around, I guess in hopes that they will just give it up. I'm so disgusted and disappointed.

I have been trying to get tv and internet installed for almost 2 months. The tech came out and said I needed to have new lines run and that would take 5 to 7 days. It took 10 days then I called for the installation and the lady on the phone said he would be there on Tuesday Sept 19 between 4-6. My husband left work early to be home when no one showed up I called and was told it was scheduled for Tues Sept 26. I told them that is not what I was told so they rescheduled it for Sat Sept 23. 2-4. The tech called me at 11:15 and told me all the equipment on his truck was faulty and if he could not get any off of another truck he would not be able to come. I never heard from him again. I called customer service and they said he was at my house at 2:51, this was not true I was home all day with my grandson who had surgery the day before also my husband was in the front yard working at that time he would have seen the truck pull up. They told me a supervisor would call me before the end of the day no one has called me yet. I called back and was told they would be there at 5:30 on Mon Sept 25 still have not seen anyone. I am not calling again if they want my business they will call me. I keep getting the run around every time I call. No one I talk to knows what is going on even though I'm told they are putting notes in the system everytime I call. This is terrible customer service and I wonder how long I would be without television if it ever gets hooked up and something goes wrong. I have had 2 supervisors say they would return my call and no one ever calls. I always have to call them back. Now I am on some kind of list and do not know when they will come out.

On 9/22/17 I upgraded my Suddenlink Communications services to include cable tv. Once service was requested I had a tech come to install it within 24-48 hours. Immediately upon the tech leaving I realized I was only able to access 3 channels. I called tech support and after troubleshooting, I was told it would require a tech to come back and see what went wrong during the installation. I was giving a return date for 1week out. I told them this was not acceptable since it was their erro and it was not good business to make a customer go a week without services with no fault of their own. I was then transferred and told I was right, I qualified for same day return service since the issue occurred so close to the tech leaving. I was told services would be escalated and a tech would be back that night or first thing in the morning. Over 24 hours later, I have no service, no call back and when I call I get the run around. I have been pretty much told the appointment I was given was the first available but I was on a list to be called if a tech became available before that. I am told there is no other department I can contact to resolve this matter and no one else I can talk to, to make a complaint. I have been a long time loyal suddenlink customer and I should be provided the services I pay for without being ignored or given the run around when their is an issue. I would not recommend Suddenlink service to any one.

On September 21, 2017 between 4-6 I was suppose to expect a technician to come out to my home. I called twice and was given two other different time frames. I also left a number to be put in to be contact when the person is on his/her way. I never received a phone call or neither did a technician show. No one even bother to contact to reschedule or say that the person couldn't make it. My time is very valuable and my schedule is not flexible, I actually took off work to be there to receive the service.

On 9/21/17, at approximately.12:45pm, I contacted technical support to see why my cable was not working. I spoke with a Balencia, who first just asked what I needed, told her again my cable was not working as she responded asking me if I wanted her to send out a tech. I said no, and told her this happens every month. My cable is included at the apt where I live, and I am turned off every month for non payment, and every month I have to call and then go into the local office and have it fixed. Balencia then advises me that it was off due to non payment, and I would have to again go into the local office. I then asked her why this keeps happening, and she then tells me this is not her problem. This was shocking, as I thought contacting the office where I receive my service did make her problem. I then became very upset, when asked to speak with a supervisor and was told none were available. Not once, not twice but 4 times I was denied a supervisor from the Suddenlink technical support department designed to assist customers with technical issues. I was then placed on hold, and cold transferred to yet another deptartment, where I spent another 10 minutes verifying my account, and again going over my issues. I spoke with a Travis in the business department who was able to perform a technical magic trick, reset my box, and get me back on line. He then advised me there was nothing owed on my account after all, and then directed me to the complaint area and provided me with Balencias's name. I don't know what kind of business your running, but the kind of idiots that answer the phone make me so glad I don't pay for your service, and when I move will not be continuing with using Suddenlink. If technical support refuses to help people, denies a customer access to a supercisor, and then has the audasity to tell the very foundation of her paycheck that it not her problem; well then I would say bankruptcy is not far from your company's future.