Suddenlink Communications
reviews and complaints

Last month, I changed out my boxes for upgrade and was told by the technician there would be no charge for service. He didn't connect my boxes up correctly and a week later another tech came out and hooked us up with the right cables. Then when I got the bill it showed a $10.00 late fee and a $25.00 service fee. I called immediately, 10 days later I finally get a call back and was credited the $35.00. I get my new bill and it shows previous balance $35.00. I called again, got a call back the next day from AKINO, she basically argued with me about paying my bill late. I asked for a supervisor. She could not transfer me she had to retake all my information again and have the supervisor call me. A few minutes later she called her name was Tosha. She was very rude. She states she will remove it was not happy to do that either. I asked for a reference call and she said "what?" I said reference number, she said it was already done, and taken off your account. I said thank you. Customer Service is absolutely horrible and days to get a call back, because I don't have an hour to hold to speak to someone. Please fix this, I am ready to change and we have had service with Suddenlink forever! Thanks for failing again.

Today I lost approx. 10 cable TV channels. A message displays "One moment please. This channel should be available shortly". This also happened about one month ago. I called Suddenlink at 3pm today in order to speak with a tech, which never happened. I chose the "call back" option which occured three hours later. A recording (like the first recording) informed me that no tech was available this date, and one would call me tomorrow at 10AM. I am not holding my breath for that. I once bragged to my friends about your great service, and now am looking at steps to file complaints concerning your service. I am certain about one thing. I am paying a monthly service charge for services you fail to provide. Each time I call, a recording tells me that I must wail 20 minutes or longer to speak to a human. This is rediculous.

My bill has been wrong from the start. My install was done Aug. 26. The 2 bedroom TVs did not work and the internet did not work. I had to have a tech come back out Sept. 12 to fix it. I received 2 different email confirmations from Jeremy with 2 different monthly amounts. Neither amount was what I expected my bill to be.
When I received my first bill it was for $349.54 and due Oct. 11. I called, waited for almost 2 hours on hold, and spoke to Jacob who was supposed to have submitted it to be corrected. He said the pro-rated bill and one month total would be $155.14 and would be due Nov. 11th. He said nothing was due until then.
I checked online and it had not been updated. I called and got someone I could not understand. He said it was still pending and hung up on me.
Today I received a new bill in the mail that shows a past due balance of $349.54. It was NOT corrected after my call with Jacob and now has a $10 late fee as well. Plus new charges for $175.60.
I called again today and had to wait over an hour for a call back from Michelle. She had to put in a new dispute and could not tell me why the one Jacob put in was not completed. She said I would get a call back once it was reviewed. I requested to speak to a supervisor 3 times and she refused to get one then hing up on me.

When I went online to set up my services it was supposed to be $74.99 a month, $20 charge for the Altice one, $20 for two minis for a total of $114.99 plus taxes. I do NOT have the minis. I have 2 DTA boxes because we have older TVs. The charge for them is supposed to be $3.50 each which would bring my base bill down to $101.99. Why can no one seem to fix this?

The first two weeks of service was supposed to be pro rated and a $349 bill is NOT pro rated.

I have been trying to speak with someone for days now but I stay on hold for house and no one answers. I have tried the online chat and no one ever responds. We got service starting on 9/25 and it has worked maybe 1 full day. It is constantly going out putting my husband behind on his school because he needs the internet for his on line classes and I am unable to work from home when needed. It's actually putting a hardship on our family and it is unacceptable. I have been trying to call for days and I sit on hold for over an hour each time and then it just hangs up on me and I never get to speak with anyone. At this point I just want to cancel and I'm not paying for this month because we never even had service for a full 24 hours. Someone please reach out to me as soon as possible.

My bf and I recently moved apartments - same complex, just new room. We both have very demanding schedules with little time, but spent every extra minute before work/on lunch/after work trying to get in touch with them. We called and waited on hold for over an hour, just to have to hang up in order to make it to work on time. Multiple times I went to the office before work in the mornings, but there were always 15-20 people in line and, once again, I waited as long as I could but had to leave to make it to work on time.
This went on for two weeks until they cut off our internet. When I was finally able to get someone at the office, they told me it would be a $60 transfer fee because we had "waited too long" to switch over.
Thankfully, the rep suggested that I simply make a new account under my name instead of my bf's, and if I did it online I could get free activation. (We have our own modem and it was already connected, it just needed to be activated.) This was an incredibly helpful tip which I immediately carried out, but that was over a month ago and I still do not have internet.
I have been back to the office multiple times since then and was always told to call the help line. I have called the help line multiple times and am always told to schedule a technician to come look at it. The first two appointments the technician entirely missed, and the third he said that everything looked fine and that I should call the help line. I called the help line and they are now telling me they will send another technician out to look at it again (later next week, of course).
Meanwhile, my account shows internet status as "active", although the modem still shows up as "no internet" on my computer. I expect to be charged a bill soon and will refuse to pay it, or any related fees (which are somehow more expensive here than at our old room?) until my internet is serviceable for at least the major part of the duration of the billing period.

This is the most frustrating service I have every received from any company, ever. My boyfriend works grueling 12-14 hour days for the USAF, and I currently work 50 hours per week in addition to 16 credit hours of university college. We have constantly fought to rearrange our chaotic schedules in order to work with Suddenlink, but Suddenlink has consistently shown that it does not value us as its customers. If there were any other option for high-speed internet in Enid, were it twice the price I would still switch over.

I had this installed when I closed on my house in June. I have been billed every month for services I never received and they won't credit me back. My bill is still wrong! This is the only internet service available where I moved but believe me I am going back to direct TV! Worst cust service ever won't transfer you to a supervisor or to an American representative even though it's American law!

There have been outage after outage from this company in my area of NW Louisiana and i report it and report it. I'm not going to keep paying the full price when I'm not receiving the services I signed up to get. DONE!

Just contacted customer service and asked how much do I deduct from this months bill for 2 outages and she said please explain what you mean! Sounds like complete incompetence.

The tech was to come out to verify that I didn't have a HD--DVR of which I had been charged for since May 2019. During the process he took my regular box and put in a small. Out of the extra channels I told him very plainly I wanted the Family channel. He proceed to put n the small box of which I get 99 channels, no big deal. The thing that got my attention. He took the small modem I guess had to do with the DVR, I didn't want it. Now comes his bonehead move, he left cable attached, , it just hung out in space. I had no phones & no Internet, while the cable was fine. I am disabled so I depend on the internet to help in my homer business. This afternoon it hit me what he did. I fix it myself. I now have phones and internet. This is not the first time I have had to fix the internet. After being forced to go to a competitor. I decided to give Suddenlink another try. After so l I'd been a loyal customer for going on 20 years. When the initial guy came out, he did the TV first then the internet. He made a bonehead move, he plugged all the cable connections into the modem, nothing to the computer. Luckily I had a new USB cable on hand. Once again I saved the day. I am not letting this go with this complaint, I plan to follow up with the FCC & FTC. Now you have a nice day. Good thing I know about computers having cut my teeth on an NCR 6200 and fix a crash on an NCR Mini-tower plus 4 of my own.

I got suddenlink installed with cable and internet. Cable worked great but had no internet due to password issue. Went to local office 3 times in one day, they sent out a tech that took two weeks to get here, the tech couldn't fix it. Went back to local office and they scheduled another tech to come out again another two weeks to show up. Can out yesterday and fixed it in 5 mins. This morning I wake up to both of my tivo minis not working due to no network connection. So I have made to phone calls to technical support and the soonest they can send someone out is in 4 days. I have came very close to day to quitting Suddenlink with all the issues I have been having in less than a month and already got my first months bill in that they want paid for service that honestly I haven't even been able to use. Also when you do call Suddenlink you are on hold for a minimum of 1 hour to 2 before you get to talk to anyone. Even then their answer is I have to send a tech out I cant do anything more from my end. Needless to say I am not happy with the service that Suddenlink is trying to provide.

I have been a Suddenlink customer for 20 years as where I live I had no options. I am moving and tried to establish a new account solely so I would not have to change my email address on every account I have. After waiting two days for someone to show up for the scheduled installation, being on hold for for 29 minutes by customer service after 10 minutes of voice prompts, then being lied two by customer service repeatedly, "the technician tried to reach you but you did not answer", I had NO incoming calls, in fact I did take one call fro Suddenlink to confirm my availability and STILL no one showed up. This is absolutely the worst possible customer service and after 2 days and numerous lies and waiting over 10 hours for the "scheduled" appointment I am done. Anyone that uses Suddenlink is either a fool or has ZERO options. I am signing up for DirecTV no matter what it costs and CAS for internet.

I live in a rural community, and our options are extremely limited. 2.5 years ago, we subscribed to Suddenlink Cable Hi-Speed internet on a 15Mbs plan. Reliability was pretty good, and the service had some brief interruptions, but was usually easily resolved. Approximately 1.5 years ago, we completed construction on our new house. Suddenlink sent a crew out to run a new line to our new house, and it worked well for 3 days. Service became intermittent, at best. We finally had a technician come out. The first tech that came out was a Suddenlink employee. He told us that there were no issues that he could detect, and left. Within minutes of his departure the internet went out. We called in, and were informed that it must be an issue with our modem. They sent another tech, (contractor) he tested the line, and informed us that there was not enough signal strength to reach our house, from the connection point at the road. He submitted an escalation ticket for improved signal strength, and a Suddenlink area Supervisor that was in the neighborhood stopped in to see the test results. He went down the street, up in his bucket, made an adjustment, and voila, internet.
These intermittent issues and near weekly outages caused us to call and complain, several times. In the process, we lost 3 modems to power spikes in the cable. On kne occasion, we were charged $100 for a tech to come out to the house. This tech told us that he had been seeing problems with Netgear modems, and recommended we upgrade to an Arris Surfboard. Our modem was working, at the time, this was a recommendation.
Since then, I have been reticent to have a tech come out, as it seems they are used as an excuse to bill me more for problems with their system.
Since this overcharge, we have experienced several outages, and extreme (45minute +) hold times trying to reach customer service / tech support. If we did get through to a human, the inly thing they could tell us was that we needed a tech to come out, and check the equipment in our home.
Today, 10/19/19, I was on hold for more than an hour, and when someone finally answered they assured me that this was an easy fix, and they could have our internet (that had been out for 6 days) back up and running, today. I refused the offer, and cancelled my service, at which time I was informed that since the billing cycle ended on 10/15, I would still be responsible for another month of billing, and service disconnect would not be final until 11/13.
They are thieves, control limited access markets and raping their customers with poor quality service and equipment at a high cost.
Should you have a choice, avoid Suddenlink at all costs.
We have subscribed to a wireless service that charges significantly more, for much less bandwidth, but their subscribers in the neighborhood all tell me that they wished they had switched sooner.
Good Riddance, Suddenlink!

I have been having ongoing problems with Suddenlink since September. Twice, once by phone (after hours of waiting and multiple attempts) and once in person in their local store, I was promised the problem was fixed and I would be reconnected. Three weeks later and still it is not reconnected. I tried to go to the store again today to attempt again to have the problem corrected, but the line was too long to wait in. I called from home and after over two hours they returned my call only to put me on hold and then disconnect me. I tried to call them again and couldn't get a person, just a robot with no way to talk to an actual person. Finally hung up. They returned the call - one ring - and then they hung up again. This is absolutely crazy. How can they survive as a business when they are so inept and have absolutely no service skills? I do not know what else to do.

I am having a problem with the speed of my internet service, which is a 100MG and I am only receiving 94%. I had put in a service call request and the technician was to be at my home by 2PM, but did not arrive until 8PM, which he never called to let me know he was going to be late. When he arrived he had no name tag or badge which I thought was strange at that time of the night. When I answered my door I ask him who he was and he stated he was a sub contractor for SuddenLink. I continue asking him more questions, since I really had no ideal who he was. Finally I let him come in, which I told him I had already tested the speed of my internet, so he tested and receive the same results I did 96%. He stated I probably needed to upgrade my MG, I said why since I could not get the speed I was already paying for.
I was having problems with my cable, which I told him it was probably the box outside. He said he could not do anything about that, as someone else would have to come out and he would put a ticket in. Never heard from anyone.
Several weeks later I called back to Suddenlink with the same problem.
When the technican called I ask him was he a sub contractor out of Arkansas and he said "YES" I told him i did not want a sub contractor back in my home and to send out a SuddenLink employee. About 30 or 45 minutes later someone called and stated he was with SuddenLink and would be out around 2PM. I waited all day and he never showed up. He was calling from telephone number 903-279-2949. I ask him did he have a badge and he stated he did, but would have to get it out of his truck and he would be in a SuddenLink truck. Never showed up or called anymore.
A couple of days later I contacted customer service. I told her my complaint and she stated she would report this to her supervisor and have them to give me a call. Never received a call.
October 16, 2019 I contacted customer as SuddenLink is trying to charge me $60 for a service call. I spoke to someone called Mayra, she told me the same story the previous customer service rep told me. I told her I wanted to speak with the manager (Adam) which she refused and she would have him call me within 2 hours. Never received a call. Mayra, also informed me my taxes, fees and other charged were going up from $37.26 to over $45.
I want Suddenlink (Altice) remove the $60 charge and give me credit on my bill for missing a half day of work. This is a disgrace what Suddenlink (Altice) does to their customers. They need to be regulated more by the FCC and regulatory. I have contacted my Senator and reported Suddenlink (Altice).
The worst company I have ever done business with!

Background called to set up tv, internet, and phone... well from the beginning this has been a pain...BEWARE! Suddenlink has the worst customer service. So many issues I don't even know where to start. Example A: You call and they send you through a million steps. This happens every time you call in.  After the million steps you get placed on hold for 2 plus hours. Then to be transferred from person to person. Example B: tech comes out (who was the only positive thing about the whole experience) and we are told we need our own modem. So have to go to Best Buy or somewhere to buy one. SERIOUSLY. You don't provide a modem for internet!?!?!  Example C: when we called to set up our account they told us we would get 2 TVs with dvrs and the price would Never change. Well today we don't get DVRs and they are going to charge us more each month. And we had to go to get our own DVR now at their shop in Truckee. On top of this they called us liars regarding the DVRs. However my husband and I talked to 2 people on our original set up call and both confirmed DVRs. Example D: I have no idea if the phone ever got set up. Example E: never provided an Acct number which which u need to talk to anyone.

Apparently I have a million hours in a day to waste on Suddenlinks horrible customer service.  

Oh guess what still DONT HAVE internet. They are going to have to come back another day. .

By far hands down worst service ever! Here is how I have wasted my time, spent time away from my family to still never have service set up. YOU get the complete run around and they don't care. This is my rundown with this horrible company
SEPTEMBER 25th:
Initial call for set up - 1 hour of time
OCTOBER 4th:
event 1 of the day) Drove to Tahoe for set up - 2 hour of time
event 2 of the day) Tech at house to only find out you need to provide your own modem (noboday tells you that when you sign up) - 30 minutes of time
event 3 of the day) told to drive to truckee to get DVR (another long story) - - 1 hour of time
event 4 of the day) told to go get a modem have to go to Reno - - 2 hour 20 mins of time
event 5 of the day) Tech at house for set up unable to set up so tells us him manager told him to leave and online helpdesk would call us to finish - OH THEY NEVER DID - - 1 hour of time
OCTOBER 7th:
event 1 of the day) on hold to set up new installation - 2 hour of time
event 2 of the day) calling in for call backs - 30 mins of time
OCTOBER 9th :
event 1 of the day) Drove to Tahoe for set up - 2 hour of time
event 2 of the day) Waited for tech at house - 3 hour of time
event 3 of the day) called to reschedule - 30 mins of time
event 4 of the day) call with person to schedule - 1 hour of time
OCTOBER 14th:
event 1 of the day) Drove to Tahoe for set up - 2 hour of time
event 2 of the day) Waited for tech at house - 9 hour of time
event 3 of the day) on hold to set up new installation (was told they would be here by 8pm...never happened) - 3 hour of time
event 4 of the day) on hold to set up new installation - 2 hour of time

I am not sure what to do... who knew a company didn't want our money so bad that they wouldnt install the sevices.

I live in Pflugerville Texas and signed up with service provided the last 5 months from Suddenlink. As of the last update September 1st through 4th channels were fuzzy missing and not even there. I have contacted several times and speak to people that are obviously not from the local area who seemed to read a textbook of standard responses and do not ever actually fix the problem other than saying I will send a reset signal. when that doesn't work they scheduled me for a technician to arrive days later who win arrives is a subcontractor who says I can't change anything on your account I'm not authorized. The latest one I have been without cable for 8 days during football season no less and they still now tell me my box isn't even registered to my account so we can't help you. That is their update issue not mine. as nice as they want to try to be on the phone you can't do anything you can't get a technician because they are contracted and have no authorization so me and my toddlers, teenagers and my immature self sit here with no TV. We try internet options but live sports is something we cannot afford. The tech even came with a new box and couldn't add the equipment because he has no authorization to do so so he sat on hold with Suddenlink for 38 minutes and they told him I can't do anything because it doesn't match what's on my computer screen. It is the absolute definition of insanity to go round and round and round and all it is is a simple database problem. I cannot simply cancel due to the fact that we have my wife on home dialysis that requires constant internet service on an everyday basis, I cannot risk being down internet while two companies battle trying to install correct software. Literally have me by the balls. I would like to speak to someone in order to get service restored but I can't I have to speak to someone with foreign accent and rudeness or I have to call some other place. It's an absolute joke. Whoever reads this from the company I ask you to understand my wife dialysis depends on your service that you promised. A contract I sign and you are in breach of that contract. I will explore other options, however I'm too scared to do so sometimes due to downtime issues By the way your internet works fine...