Suddenlink Communications
reviews and complaints

On September 24th, over 3 hours on the phone, hung up on every call, went to the local office to setup a service call, Set up for September 29th from 2-5pm. Waited 2:46 to be told first that they were by my house today September 30th, then when I explained it was yesterday, the agent said yes they did come yesterday at 7:48. I made sure to arrange someone to be home, nobody came by, now it will be over another week before they can come to restore services. When I asked for a supervisor, I was told "you can, but they will tell you the same thing". Then on hold again for the supervisor for over 30 minutes to be told, there are none available. They refuse to give any credit for the time of the outage.

Recently went through major internet issues in our entire neighborhood that spread over months, kept being told they didn't see any issues then suddenly it started working.

Now the neighborhood is back at it with downlink speeds barely reaching that of a 14400 telephone modem.
Seems the cable signal is crap. More than half of the modem channels aren't locked and the ones that are locked are junk (see picture)

WORST COMPANY EVER. I am convinced they are purposefully messing up their billing to scam people and charge them extra money.
I had my internet installed a couple months ago. I asked the tech, "do I pay you now?" He said "no. We just install."
I tried to contact suddenlink numerous times asking for a bill or at least an amount/due date. They literally said, "I don't know." I also couldn't understand the guy. He didn't speak English very well.
Finally, to avoid a late fee. I just sent money without a bill. Lucky I did, because they finally sent a bill post marked AFTER it was due.
Next month...no bill. Again. I contact them numerous times. They tell me MULTIPLE due dates. I download the app because they have been charging me for paper billing, but not sending the bills. The app has multiple due dates listed on the same bill. Beside it, it says, "due in 21 days." I get an agent on chat-, "it's definitely due on October 15th." I tell her that is the fourth due date I have been given. I have 4 different dates to pay my bill. She assured me that hers is correct.
Wake up this morning (I talked to the agent yesterday). And my bill has doubled. It is now labeled "past due." They are threatening to shut off service if I don't pay. How do you go from "due in 21 days" to your bill doubling and being past due? Oh- and this new bill has more new due dates. Awesome.
How is it legal for them to do this?

Installation was scheduled for 11am to 2 pm today. Had my niece stay at my home because I had to work till 7. At 2:30 she called and said the team was a no show. Leave work (lost 4 hours of pay) to come home because she had children to pick up from school. 1 st call 1 hour 54 minutes talked to 3 people about 2 minutes each. Last one said installation team would call in 15 minutes and be at my home to get my cable installed. Hour later no show. Call 2nd time this 3 hours and 34 minutes did talk to 2 people one of them did get the account closed but said needed to talk to billing to get the $98.99 that I had already paid back. Billing never answered the phone! So I call the credit card company and disputed the charge. How do you stay in business?

On sept 20 tech came out to my home to install cable service plus I am a new customer he didn't complete the job he said it was something wrong with the system it would load up and he left the job I called suddenlink at least three to four times made a complain and didn't get no help from any reception only thing I got was I am sorry I spoke to a supervisor she was really no help either I got a called back yesterday and a another tech will come on Sept 30 to finished the job it should that for a tech to cone back to finish the job the first tech shoould be suspended I am still very up set how suddenlink treat there customers company get a bad response from me I am Marshall Jefferson if this job is not complete to me I am going to another cable company

I pay for basic cable and broadband internet through my HOA, thus a business account. I also agreed to some upgrades, as in HD TIVO DVR, plus a mini TIVO for a second TV. On the broadband internet, I agreed to pay a $20 upcharge to increase my speed from 100 to 400 mbps, creating a residential account. The cable TV charges are correct. However, I am also charged $75 for broadband internet access, which I already have through my HOA. When I call Suddenlink, the business side tells me they can't help me, but I need to contact the residential side. When I contact the residential side I am told it's a business side issue and to contact them. Suddenlink treats me like a ping-pong ball and refuses to resolve the issue.

On Sept. 17th a technician came and set up our new Internet and Cable for 2 TVs. Their system was not completely working as the tech said they did some type of upgrade that had done nothing but cause issues for everyone. He left us his phone number and said to call if we had problems. Well we did call him 3 times and he has never answered or returned our calls. We still have problems a week later. We are being charged for a 2nd TV cable box that has never worked. We have spent several hours on hold. On one occasion the hold went on for 1 hr 25 mins then their system auto-disconnected. We went to the local office and walked into about 10 people waiting, 2 customers being helped by the only 2 Reps. After waiting nearly 1/2 hour it was evident that we would be there for hours as the 2 customers were still sitting at the desks that were there when we walked in. Everyone was complaining about lack of service, waiting hold for no help, etc. Called them again and their only suggestion for help was sending another technician out. These poor employees are being thrown to the dogs. There is not much they can do but try to correct problems that are out of their control. What a sham company! I want out but am going to lose nearly $200 for nothing.

I have called multiple times and emailed for the contractor to go out to the property where there is a wire from suddenlink that needs to be buried behind the complex. I was told months ago that it would be taken care of and still has not. This is the email for the contractor mailto:sanford.yazzie@alticetechservicesusa.com his name Sanford Yazzie. I would like to just know when this can get done.

Thank you.
Kristina
Sedona Elite Properties
[protected]

Internet outage at home. I've been on hold for 2 hours and still no pickup.

On chat support hey say that they'll have to send out a service technician IN 5 DAYS to attempt to resolve the issue at my house. I know it's not an issue at my house. However when I stood up to get a print job, I was greeted with a message saying that I have not responded and the agent has left the chat. My chat window would remain active for the next 30 minutes waiting for me to respond. WRONG. It was immediately disconnected and I still didn't get to schedule the repair.

Suddenlink was bad. It's even worse now that it's through Altice.

I have had it with this company. All they care about is money and not their customers. I have spent 3 and a half hours TODAY on hold, another 30 minutes on a chat support and 3 hours yesterday on hold as well with absolutely NO assistance from this company. I have no internet access and they want me to wait for a tech to come out and fix THEIR products? All the while raising my fees, wasting my time and allowing their "customer service representatives" to be rude, inconsiderate and condescending? I wish there were another, better provider out here, I'd switch in a heartbeat and take everyone I know with me. This is unacceptable and completely unprofessional.

First of all, I have been a cable and internet customer with Suddenlink Communications on and off for some time now and never really had a problem with their services up until recently. I have had a serious problem with them upgrading my internet speed on their own term to make more money. I first started out with 30 megabytes a second internet speed and one day while I was at work one of their workers called me while I was at work trying to get me to upgrade to their 50 megabytes a second speed, but I constantly had to tell her that I was at work and couldn't be on the phone but she wasn't taking no for an answer as she kept pushing for me to buy the upgrade in which she stated was 10 bucks more a month. After a while she finally gave up and said it you change your mind give us a call. The very next bill I get I noticed that they are billing me for the 50 megabytes internet speed anyway. Note that in the process of trying to sell it to me the female employee for Suddenlink also stated that the speed would everything I had that was WiFi. But later I was getting these popup alerts and calls telling me I am going over my monthly limit. The recent problems I am having with this company is "lying". I was told at least three times that my internet bill would be reduced due to it keeps going out a lot, something I never had a problem with it doing the last two times I had their internet service. One employee even suggested that I shake the coaxial in the back of my cable modem. I don't pay them my hard earned money for me to have to shake a coaxial or anything else for that matter. One male employee told me that it would take up to 24 hours for my bill to be reduced which was on a Saturday night. When I tried again that Monday my bill was still the exact same. This female employee told me that I would see the changes in my next month bill after I called them back. The next month bill came not only early but the exact same price, no reductions. This last time I am very upset when calling them after being lied to time and time again, and this male employee that answered the phone told me that they could not decrease my bill saying I have their best package for internet, a package I didn't even order. They was the ones that gave me what "they" wanted me to have. This company is a total trip and should not even be in business because you don't do this type of thing to no one, customer or not. I am in the process of taking them to court over this matter and suing them to, because it's just not right. They even promised to send out yet another technician to look into the problem in which they never did. They even took my phone number down to call me when they were on the way. It never happened. All that the last male employee could say to me was "give us a chance", I done gave them way too many chances as it stands and I am sick and tired of it. I don't pay full price for half of service or anything else for that matter. You get full price I should be getting full service. This is not only a rip-off, it's robbery to. What if my phone or my TV or computer or something is damaged due to a upgrade or update that could not be completed due to this problem, I would be the one that would have to take money out of my pocket to replace or repair the problems not them. I have even started to believe that we are talking "service tampering" here. I truly believe at this point this is what I am dealing with here and one of the reasons it's turning into a court case for Suddenlink Communications.

It seems labor day weekend your company did somekind "system upgrade", since then ive had no internet, first given a new modem I had to wait until the thursday after the holiday to get because systems were screwed up and employees couldnt do anything on computers until then.
Since then, there have been 2 techs out to the house, first flat told me there's no way he can fix it., the second one ran a new cable across my yard, exposed, across the yard, told me it was fixed. When I proved him wrong he said he would be back at 800 am the following day... Have not seen him, since. 2 days now.
I have pictures of the cable he ran...
Of course I tried loading the pics, but you cant handle a standard picture size

Internet and cable has been out 4 days. Suddenlink set an appointment for a technician on Friday Sept 20th from 2-5 pm with a no show. When I called Suddenlink I was directed to a call back service in a week. Cable box indicates an internet issue and I did all the requested at home test.
I was on hold Thursday for 60 minutes and got hung up on. Friday told tech would come. Saturday I was on hold again for an hour with no luck.
This is the second time this has happened. Poor consumer relations, paying for a service I am not getting and unable to obtain a resolution. This impacts my ability to work, takes time away from work to resolve an issue that I am paying for.

I have had four technicians to come out to fix my phone service within the last 90 days. Once they leave it works from 8 to 10 hours and then it is out again. This time I called on 09/09/19 and was told that a technician would be out they never showed. I called today to state my phone is still not working. Was told that the only time they could schedule a service call now is on Monday thru Friday between 9 am to 5 pm. However, my household works during the week. I have always scheduled for a weekend. So, I am paying for a service that does not work. And, the company wants me to make it convenient for them for a service that does not work?

My Tivo box has quit. It says it has been suspended. Two men (Mexicans)? came out Sun. Sept. 15, 2019 and worked on it. Pushed a few buttons. They were Spanish speaking and I did not know what they were discussing. They had to leave before it was fixed... because they had another appt. They said there was a problem with my acct. the box was not activated and I have been watching it for about a month. I have tried many times to call Suddenlink but can't get thru. Waited over an hour once. This makes about 10 days without using the Tivo box. They said I would be getting it fixed when Suddenlink calls me in 2 hrs. They never called.

I also want to complain about the 2 guys who were here. they were nice... but I was very uncomfortable. Their truck had no sign at all on it and that bothered me. They took pictures of the numbers on box, etc. I'm not predjudiced because my husband was Hungarian. I just prefer Americans. You just never know if they are legitimate ot not... never saw a work order, etc. The men were nice enough and polite... I was just a little worried. Don't want to cause them trouble. They tried to call suddenlink and couldn't get thru. I thought that was odd too.

I'm very disappointed that it's not fixed. Suddenlink emailed me and called me and said my workers were on their way... so that settled me a little.
You just never know if you are safe when letting strangers into your home and you can"t understand their language and no signs on their van.

I was promised to be hooked up on last Friday I'm in new customer they are giving me a runaround about hooking up my internet they took my money but they can't promise me when a contractor can come and hook up my service when I ask for my money back they put me on hold forever please call me at [protected] because what I see is poor customer service and they refused to let me talk to billing and cancel my order they put me on hold forever and I'm not happy at all

Ive been trying for over a week now to get my account approved so I can receive calls from TDCJ but every time I
Sercus calls you nobody will answer if this can't be tesolved I would like not to be charged for home phone service. I have even tried to live chat and still nobody would answee . The main reason I ordered home phone service was so I could receive calls from TDCJ.Why doesn't anybody answer ? If I could download a copy of my bill that shows my phone number that would work but I can't seem to even get that so please help me with this asap

My name is angelica mancillas my acct number is [protected] I called before the system had an upgrade during which time I was told that I wouldn't be able to make a change or payment so when I called as I said previously before the system upgrade I wanted to cancel my cable since I don't really watch tv but I wanted to keep my internet the same and I was told that it was done. So then I called a few days later just to confirm that cable would be cut off but internet on and I spoke to another agent who said I had to turn in my cable box to the local office which the previously agent never told me and then they said that the cable wasn't scheduled to be disconnected but the agent said she would get it done that day so I went ahead and turned in my cable box so I waited a few days and called back again and spoke to a different agent who again said the same thing cable is still on but will get cut off and I would keep my internet all agents told me I would keep everything as is except cable so imagine my surprise when I call today because a bill didn't generate to find out all my services are being disconnected today. So I called and waited almost an hr before speaking to anyone and basically the agent chris/thris agent id 18181 said theres nothing we can do except send out a technician and that there was no manager or supervisor that would be able to fix it today to get your services back on needless to say I was very irate and hung up and spoke to a different agent amy agent 4d from the retention or escalations dept who said supposedly that our services wouldnt get disconnected and we would keep everything sans cable so I guess we'll see if my services get interrupted today. Im just so pissed off because i've been with the company or years and because of the companys [censored] up I have to go without service hopefully my next invoice will not reflect the mess that has been today

I have been a customer for about a year now and in that time I'm having to have my cable boxes changed out for now the third time. Every time I have a little power outage the box has to be replaced. The second time it took over a week to get a technician out and when he came he was told he was here to fix a internet issue. Poor communication. This time (today 9/15/19) again power went out for about 30 seconds and the cable box has to be replaced. Livingroom and bedroom.
I call in and make an appointment for 11am -2pm 4 pm the technician still hasn't shown so I call customer service and they say "tech is will be there between 6pm and 7pm. I hung up bc ofcourse I was happy that I didn't get to speak with a representative and then was told the tech would be here between 9pm and 10pm. When I finally got a rep on the line after holding for 25 minutes I was told it would be Friday before someone could come out.
Unacceptable! This is absolutely the WORST cable service I've ever had. Piss poor communication with your employees. Piss poor service, piss poor equipment,

Suddenlink is crazy expensive for the not great wifi. Its slow, it crashes, and I have to unplug my router to resent it 24/7. I contacted them in the past due to my bill unexpectedly increasing and customer service couldn't even explain why. I contact customer service again today because after I moved I could no longer access my online statements. Turns out my account number had changed and no one had ever told me through any correspondence that I can find. Customer service was rude and getting the information from them is like pulling teeth. Just because you are the only provider in Stillwater does not give you the right to have absolutely horrible customer service and product.