Suddenlink Communications
reviews and complaints

Every time I call, I get transferred over and over. I have tried for 3 weeks now to get WiFi to my shop that is about 200 feet away and I've had nothing but the run around. Each person I talk to does not understand what I'm asking, therefore I get transferred or better yet I have the customer service representative argue with me about what I'm asking and why it's taking so long. I called on the 16th because that's when they were suppose to show and the only nice gentleman that I talked to told me he was so sorry I had to wait til the next day to say they never showed. I called that next day and the lady was so rude and told me it would be two days from then. I called three days later and was on hold for two hours to be told they would be there the next day to finish and her manager would call me. I call two hours later and the customer service representative was so rude and told me they would be out 2 to 3 days from then to finish! I want to know what is going on? Who are these people trained by, because they are horrible with customer service! I'm so frustrated that I will be looking for a different company to get my services from. Something needs to be done about this and there should be better training and way better csr reps! Ridiculous

We started our service in October of 2019 and our monthly bill was established as $134.14. Well we have been billed everything from 134.00 to $300. Currently they owe us $400 due to over billing.

Every time we contact them the problem is fixed, until the next month.

I tried to escalate my complaint and have been waiting for three days for a return call.

If we had other options we would switch in a heart beat.

Terrible customer service, terrible leadership, bad product.

I have been without my tv for over a month.The third technician who came out said the tivo was bad and would be replaced. The appointment was set for the following thursday and when i called they said it would be the following thursday between 10:00 and 6:00, i sat home all day and no one came.I called the service number and finally got a supervisor who said they wouldcall me within the hour and come out but it never happened. I spoke anothwe suoervisor last night and he said i would get a call around 8:00 but that never happened. Now my appointment is between 10:00 and 8:00 and no one can tell me when. Im frustrated with the incompetence of the phone staff nd their supervisors.I would love to talk to someone who can help me
Paul Lovin [protected]

I have been a customer of this company, under various names, since 1979. I moved to my current address in 1993, and have been with you. I recently received my bill, and it had a $75.00 data overage on it. I was never even aware that I had a limited data, was never offered an upgrade, and was not even notified that I was nearing limit. It seems ethical to at least notify the customer of the possibility of overage, so that they can decide what steps to take. If I had known, I would have "upgraded"...however, I just got my bill and was an extremely unsatisfied customer. I tried calling, to no avail. I was offered to "upgrade" after the face, but, this seems almos like it should be illegal, and I will be contacting the powers that be. The Federal Communications Commision will be made aware of this situation. I hate that, as in the past, Sudden Link has resolved any issues. It makes it hard to "upgrade" not that I feel I have been mistreated and misrepresented as a customer. I have deleted my auto pay until this is resolved. Thank you,
Tara (Guy)Christen, 270 Sherwood Drive, Dry Prong, LA [protected]; account #[protected]

I called on a Saturday and spoke to someone I could barely understand and explained to him that I needed to order a third box for a new TV. He supposedly scheduled me for Monday from 11-2. Well on Monday, someone called and said they won't be there until Tuesday from 11-2, so my husband stayed home a second day. When the technician showed up on Tuesday, he said he was there for a service call only not to install a new box so we would have to reschedule... Needless to say if there was another cable provider in town I would switch but they know they are the only game so we get horrible service here in College Station, TX. FYI...You cannot change your profile address online or over the phone you have to go to the store (wait 2+hours) to update your address, what? Isn't this 2020! Needless to say avoid them if you can!

Yes i only have suddenlink 200 meg/ 20 down with modem rental and my bill just went up to 119.00 a month.No tv just internet. there is no other place for me to go to get my service, Frontier is no where close to suddenlink on speed. but thats way to much.i see where they offer tv and internet for half of that price for a year. but people who have been customers for a long time they put the screws to because they know we have no other place to go to get service. Shameful.

I have an issue with suddenlink internet service to start with I am paying for 100 mb and getting 3 mb, if I am lucky this is on going for two months.. I've talked to about 12 agents I was told engr. S was working in area.. Account was closed 3 times, tech. Checked once moden reset 5 times. Replaced two new modems on same account.. Activated modems 4 times was told it would take at least 1 hour for activation to take place and service restored. I am still getting 3mb download and.5 up load when it connects.. Suddenlink has provided good service in the past. Just want what I paid for..

I have tried over a period of DAYS to cancel my television and phone services with Suddenlink. This has been a "nightmare"! I have received various quotes for various packages and when I am ready to select a quoted package, no one remembers and/or accepts the rates I was quoted. This is very strange, however in the business world I can understand. The more money a company can charge you and get away with it the better! Let me let you know that I have spoken to Clay, Theresa, Carlos, Tamisa, Benedig, Agara, Felicia and Dwayne. All but Dwayne were helpful. Carlos quoted me a package of $116.00 for 30 channels, 400 internet and phone. He took my cell phone number and set an appointment to call me back this morning at 8:00 a.m. HE DIDN'T! Felicia was extremely rude and arrogant. Her tone of voice and attitude was like, "We at Suddenlink don't need you. It's more that I need them!" Terrible. I share various quotes that I have been offered. She said all those quotes were out the door when I disconnected with agent! What has happened with man's "WORD"? Untruths, untruths! After 30 minutes on the phone and hold, two agents said they were transferring me and the place they transferred me to said in a prerecording, "We are not open today!" What just happened? This has become a nightmare because I fell like I can't cancel services. HELP! How can a longtime customer who pays bills without fail ($202 per month) have services reduced and or cancelled without having to pay more? Please help me! My next billing due date is March 16, 2020.

PO Box 742535, Cincinnati, OH [protected]

I am so unhappy right now. No one in the company knows what anyone else is doing. I told them I was going to cancel, because of the rate increase. A person on the phone to me she could give me the 59.49 rate for a year. I said fine. Now someone on Chat is telling me that isn't true. Also, I cancelled auto pay. Online, it says I have cancelled it. They say I haven't. It put me overdrawn, they took the higher amount out.

Moved to new location within same zip code. Billing increased 40 percent
for the same services. When I questioned the customer service rep, they used every excuse in the book to try and justify the increase including infrastructure improvements . When asked to speak to upper management got nowhere. How can this company sustained the poor level of service and the disregard they have for their customer base? Who is overseeing how mismanaged the company is operating

I called last month about my bill. I intended on discontinuing service and my call got transferred. I spoke with a man who looked at my bill and offered me 100 on my internet speed for same price as the 50 and then told me my cable bill would be lowered and I was looking at 150.00 bundle price so I said ok and decided to keep the service. Yesterday, I got my bill and it is not cheaper! I have looked into Santa Rose Fiber for internet and dish network for my TV service and it is way cheaper than Suddenlink. Today I have received information that my last day of billing is Feb 29th. So basically you got one more month with me on my dime. Why would you have an employee lie to their customer and tell them the bill will be lower? Why do new customers get a better offer than someone like us that has been with your company for SEVERAL years! Look at the length of time we stayed with you. Very disappointed in Suddenlink.

Called and disconnected service in Aug. 2019. I received an email from their Marketing Dept. on August 23rd asking me to share feedback on my recent disconnect order. They also turned off my Auto Pay the end of August- which they were supposed to. They just did not close my account. In December I get a notice from a collection company saying I owe $319.79 and service was disconnected for non pay on 11-24-19. Have called in 4 times and did online chat 3 times to try and resolve this, but still hasn't happened. All 4 times I called in there never was a supervisor available to talk to and was told all 4 times a supervisor would call me within 48-72 hours-- still waiting on those calls. Just wanting Suddenlink to zero out my account and quit sending collection notices for something I don't owe.

Our business had moved to a new location on August 15 and here we are in January and we still don't have phone service. We were charged each month for phone(no biggie, that can be fixed) However, our business account HAS to have a phone for clients to be able to reach out for help(we are a recovery home for women) They claimed our phone number was ‘lost' in their old system so we patiently waited for weeks for them to try to retrieve it. That never happened. I've asked them to just give us a new number and that hasn't happened either. I have called over ten times just to sit on the phone for hours to set up appointments that never happen. They have literally set up multiple appointments and the technician has never showed up. To say we are disgusted with suddenlink is an understatement. We are ready to turn our equipment in and find a new provider.

In the past when I was going over my data, I would get an alert prior to that happening. At the beginning of December, I received a bill with overage charges. I had not received a warning email. The person with whom I spoke did not care about this, but rather said that I could check my data usage online. I switched to unlimited usage and the representative told me how much my next bill would be (approximately $79, with regular billing after that at around $57). When I received my next bill, in addition to the $79, there was another $60 overage fee. Despite multiple calls to customer service and requests to speak to a supervisor, every one was insistent that the overage was for the month of November (prior to my changing to unlimited). I don't feel I should be charged overage when I had already switched to unlimited. I also never received the warning email, as I had in the past. I paid the first $60 overage fee, despite the fact I had not been warned, but I do not feel I should pay this second overage fee while having unlimited service.