Suddenlink Communications
reviews and complaints

Ordered service, got an email confirming service, email was incorrect. Called back, was put on hold, then disconnected. Called again, disconnected again. Finally got through, guy said he'd correct the problem and send me a new email confirmation...and he actually canceled the order (while the technician was standing in my house doing the install). Called back to get this straight, Chris Callahan assured me it would be correct. Received confirmation email, and again being charged for 3 DVR's that are not being installed. Called back and talked to Marie, she says she's handling it. HAHAHA, I bet.

WE NEED AT&T U-VERSE IN OUR AREA!

This is absolutely the worst Internet experience I have had in my life! This company is unprofessional and simply horrible! I have had Suddenlink for only a month as we just moved to Texas. I upgraded my Internet to the highest speed and it seems like my Internet has gotten worse. To top off all of the phone calls during this month, I called tonight about NO Internet service, and the customer service couldn't even connect to my router, so she told me to wait until Friday until the tech comes. Today is Wednesday! I am paying for an Internet service that has the slowest speed, buffering issues etc. Well I am done, I will be calling AT&T tomorrow! Very bad business!

J.Riggins

I contacted tech support about setting up a new cable box. I was having trouble getting a picture. During the trouble shooting tech support crashed both the new cable box but also the old one that was playing at the time. It was their fault. Now I am told I have to wait for a service man to come out to my house and fix both boxes. He will not be here until Jan. 2, 2020 that is 7 days. Now I won't be able to watch any of the Bowl Games on my new TV. I asked to speak to a Supervisor but was told I had to wait 24 hours. I have been a customer for 26 years. We have TV, Internet and phone with this Company. I believe I am being treated badly since it was there Tech's fault. I will be looking into Direct TV or Satellite after the first of the year.

letter mailed on 3 December 2019
Suddenlink Billing Dept,
I'm writing this letter in response to the enclosed bill for services not rendered/received. My account # is [protected].
On 19 November 2019, your technicians arrived at my home around 0830 to install cable TV and Wi-Fi. All went well for about 30 minutes. The techs could not get the cable TV to load correctly and subsequently spent about 3 hours on the phone with your tech support (the technician had his phone on speaker and I could hear the entire conversation). Wi-Fi however worked fine. After never getting the cable TV to work properly, the tech told me that all the channels that were not working correctly would eventually load in and I would have all the channels in my package within a few hours. Over the course of the rest of the day and evening, I scrolled through the entire channel list and approximately 25 channels of the 290+ channels in my package worked correctly (less than 10%). The rest had both extremely pixelated video and garbled audio (rendering them unwatchable), or the screen was blank with an error code box. I called for tech support several times on the 19th and 20th but never got the problem resolved. Eventually I was able to schedule another technician to come back on Friday the 22nd.
Your technician never showed up and I never received any communication (call, text, or email) advising me that he/she was not able to provide the scheduled service. I took the day off from work to be available and was not pleased, to say the least, that your employee was a no-show!
I called support again on the 23rd to find out what happened to the technician and was told, "He cancelled the service call". Really?! Your tech cancelled the service call?! How about the customer? Support then told me that no techs could come out over the weekend (22/23Nov) and the next time I could get a technician would be 29 Nov - completely and utterly unacceptable.
I called support again on 24 Nov and cancelled my service (or more appropriately, lack of service) effective immediately.
I turned in all equipment to your office in Cabot, AR on 26 November.
Now, on 30 Nov, I get a bill from you for a month of service - you must be out of your mind!
I simply cannot imagine how you can treat brand new customers so poorly and stay in business.
I never received the cable TV/Wi-Fi package that I ordered, and therefore will not pay you for something I did not get.
I expect a written response to this letter addressing my concerns, mailed to my address on file.

Sincerely,
Robert S. Cecil

Cc: AR Attorney General's Office, Consumer Complaints
AR Better Business Bureau

letter mailed on 19 December 2019
Suddenlink Billing Dept,

I'm writing this letter in response to the 2nd bill for services not rendered/received.
My account # is [protected].
On 3 Dec I mailed you a letter along with the payment stub. In that letter, I detailed the disaster that I experienced when I unsuccessfully attempted to do business with your company and obtain cable TV and Wi-Fi services. I'm including a copy of that letter - again!
As of today, 19 December 2019, I have not received a written response from your company as requested.
I never received the cable TV/Wi-Fi package that I ordered, and therefore will not pay you for something I did not get.
I expect a written response addressing my concerns, mailed to my address on file.

Sincerely,
Robert S. Cecil

Cc: AR Attorney General's Office, Consumer Complaints
AR Better Business Bureau

I am the manager at an oil shop in St. Joseph, MO. We usually do all of the oil changes on Suddenlink's trucks. We asked the driver of the boom truck to switch to the other bay because we have a heater that interferes with tall vehicles. The driver became irritated, got back in the truck, and sped through our parking lot. I feel this behavior was completely unprofessional and should be addressed. We have a very busy parking lot and many pedestrians use our lot.
License plate # B858175
Thank you for your time.

On 12/10/19 @ 3pm I discovered that my internet was disconnected. I called and they said I owed 10.00. My husband paid the 10.00. This did not make sense to me as to why I would pay a bill 10.00 short? Our internet was not restored. I called back 4 hours later, the rep kept telling me this was a business account. I repeatedly explained that I am a residential customer. I hung up and called back and was old that I have 2 accounts. Both a residential and a business account. The business account was determined to be fraudulent using my name and phone number and billing address so that when I called from my phone number my payments are getting routed to the fraudulent business account as payment. I am currently looking at my last 2 payments = 150.00 that have been applied to this business account in my name. I have spent 4 hours on the phone since yesterday. This am I was told that my phone number was removed from the business account. I hung up and called back with my phone number and, imagine this, My "account " popped right up for them. I was told 24hrs to restore my services last night, now I am being told 48hrs. I was not allowed to speak to a supervisor, refused any information about how to contact their fraud waste and abuse department. Told to take my bank statements to the police and that they would conduct their own "internal investigation" as I have now reported that I have been telling my husband for months, " their is something wrong with our sudden link account, I know I have already paid my bill and they are telling me I have to make another payment" I have requested an audit for all of the months of 2019 and have been told "that will take weeks and we will call you back" I was also told that if I take my bank statements to the local store that they could resolve " all of my issues immediately" They refused to give me a number to contact Fraud dept. I am currently online with the business account department because the fraudulent business account pulled right back up when I used my cell number that I had been told was removed. I am requesting a full audit of this business account from it's inception for all of my payments using my personal bank card. I am requesting a full refund for all charges that were misappropriated to this account. I am requesting a full investigation into this account.

Hi, I'm a new customer to Suddenlink and was very excited to finally have fast cable internet. However, so far I've experienced the worst internet speeds I've ever had. At my previous address we used excede satellite internet which was actually much faster and would actually download my Facebook feed. We cannot do this with your service. Please help. We can't use wifi on our phones so there really isn't much use for Suddenlink internet if we can't use it. I want to keep the service but will have to cancel my service if something can't be done.

We have been on hold a total of 6hrs 43 mins for custmer service.. Our bill jumped up 75.00 because of overage we were NEVER alerted to.. which the representative told my daughter in law that put us on a plan they would do.. ALERT us of overage so we could change r plan to unlimited so we wouldn't have the extra expense seeing I am on disability & need internet for the phn & alexa dot in case of emergencies.. They will not give her a supervisor.. its like they type things in & answer you what the computer tells them to say.. The web site even STATES you will be notified of any overage.. how does someone on a FIXED budget survive? I am sure we are NOT the ONLY ones going thru this complete nitemare..

I ordered Suddenlink services on 11/24/19 with an upfront payment for 125.13 for the first months bill. An installation tech was scheduled for 11/26. The tech did arrive and I was told I have a "bad tap" that would need to be fixed by a maintenance technician. He said he would escalate it to his supervisor. I called the following day and asked for a maintenance technician. An installation technician was sent. Again, I called and a repeat of the same process occurred. I have also asked for supervisors multiple times and have been told they are "unavailable". A maintenance technician was scheduled to come out on 12/2 but was a no show. I have called to request cancellation of the install and was told they could send out a maintenance supervisor in 2 days. I declined and asked that the service be cancelled and also asked for a confirmation number of the changes. I found out that although they provide confirmation numbers for the initial order, they do not provide confirmation numbers for cancellation. The agent assured me that the service was cancelled and I would receive an email- I in fact have not received that email. I have now been transferred to the "billing" department where I am on hold. I have been on hold long enough to type out this message and look up the following numbers and pass them on to you:

Federal Trade Commission
202- 326-2222

Federal Communications Commission
888-225-5322

Local Better Business Bureau (Louisiana)
318-473-4494

State Attorney General Jeff Landry
318- 487-5944

Consumer Protection Hotline
800-351-4889

Hope this helps!

Misty Johnson

I have been dealing with the same problem for 1-1/2 years, picture freezing, I have had so many Suddenlink Technicians out I have lost count. Suddenlink has ran new cable from the pole to the house several times, changed out all the cable in the house. Technician says its the box, have had 4 boxes, it's not the boxes! Nothing fixes it, SUDDENLINK IS A JOKE, paying $250.00 a month for cable and internet and cannot even watch a movie without it freezing. Then one of the Technicians says it could be your TV, well how is that when it is happening on other TV's in the house. DO NOT LIKE SUDDENLINK, customer service is terrible and good luck trying to get a human on the phone!

I moved in my apt in oct. tried to get services with suddenlink. there is a lock on my address due to the person living there before me. I have called for the past month, customer service 8 times and collections 5times. they finally told me after speaking to many reps that were not helpful at all. I would imagine that you would want my service since it going to be 116.00 a month. finally they said to fax in a copy of my lease and my id. my landlord did that. still after a week they didn't get it. so they asked me to email it and I did, that took several hours. now they say they need my ss card and proof of where I lived before my current place. they never once tld me to send that info. I don't know how my last place matters since I lived with my mom and no mail in my name. and my lease clearly says I live there now so what does it matter where I lived before? im so disappointed in the way suddenlink in treating someone who wants to be a customer. my next step is the corp office since I have asked for a manager over 4 times and they wont let me talk to one. my job allows me to work from home but I haven't been able to because of this and ive also had to pay a better sitter.

First, the man who came to install didn't call first as I requested him to do. Then, he was a lunatic who talked about weird things and spoke ill of the company. Then, he didn't leave any documentation or a channel guide. After the install, we had nothing but problems with the tv service pixelating like it was a dish and the internet repeatedly going out. I'm angry. I spoke to a supervisor recently after trying to reach someone for days to cancel my service. I even tried to get a call-back. By the time I finally got that call-back, it was 5 days into my new billing cycle, and the supervisor was going to charge me for another full month's service! Even though I had been trying to call to cancel since before the cycle began! She finally agreed to prorate my bill for just those five days. However, I discovered that she attempted to charge me more than $140-something and not simply those five days! This is dishonest, and I will never again use Suddenlink! In fact, I will tell everyone I can about this incident! We owned Suddenlink years ago, and I dreaded having them again, but they were all I could afford. Never again. I'll go without any services at all before having them again.

I have the new Altice from Suddenlink And Since Nov I have had issues getting to speak to a live customer person and when I did get someone they were woken up when They switched me over to them to talk to them about my bill well My bill was interrupted last month and I paid 260 On Nov 10 Now We are still in November I get a bill saying my balance is 798.79 I know they charge a month in advance but none of these charges add up to my balance an sits not showing what I paid as well I'm calling this a scam

Customer service is only a bad answering service. I've been trying to get my phone number back for two weeks. Every day I call and get a different lie. The "Floor supervisors" can't contact anyone. Apparently they own SuddenLink because to her them talk they don't have a boss. The "engineering" team apparently has an invisible boss as well. They submit tickets and requests for information and get nothing back. They say it will take 10 to 20 minutes typically but as much as 24 hours, or 48 hours, or 72 hours. They really have no idea what they're doing. I suspect there's an issue with the ticket as submitted but they have no status information can't or won't get any and basically will say anything to get you off the phone.

Suddenlink
HomeHomeowners Internet Service Providers Updated on 11/18/2019
Suddenlink
Overall Satisfaction Rating
Based on 571 ratings submitted in the last year
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Suddenlink
ConsumerAffairs Unaccredited Brand
The Suddenlink residential suite of services, available in the south, midwest and western parts of the United States, provides an end-to-end connected home experience through high-speed Internet, digital TV. and voice services plus advanced home security. With broadband speeds of up to 1 gigabit, Suddenlink is the fastest broadband provider in each city it serves.

Suddenlink does not participate in the ConsumerAffairs accreditation program. Learn More
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Suddenlink Reviews
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Rated with 1 star Resolution In Progress
Joshua of Georgetown, TX
Verified Reviewer
Original review: Nov. 11, 2019
This has to be the WORST cable company of ALL time! I mean, I thought in my honest opinion, they fail to work with you, they lie about reducing your monthly billing rate and increases your bill at an unfair price and barely want to make payment arrangements just to keep your services on. Plus, I had representatives hang up in my face more than a few times regarding my billing crisis. They just want more money out of you. Plus, the quality of service is lousy. They don't keep their promises to help at all. Even when you downgrade, your bill is still incredibly high. If I could, I would give this company an overall negative 10 points for worst customer and quality service. I recommend to anyone everywhere do NOT go to Suddenlink as my bill is at an all time $500.00 or more. They are completely unreasonable.