Suddenlink
Is This Your Business?1.3
3.4
Overall Score
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Kenneth Fulton Charleston, WV
What a joke Suddenlink is. When they were Charter, they didn't care. When they became Suddenlink, they didn't care. And now that they are owned by Altice, they give even less of a care. The company seems only interested is siphoning money out of the US to sell crappy phones in India.
They offer gigabit services they cannot actually provide. I paid for speeds for TWO YEARS without them giving me the proper modem to get those speeds, despite me telling them I needed a better modem. They told me I was mistaken and blah blah blah. Yesterday, a technician finally told me that I was right and the modem I had wouldn't even push half the speed I was paying for.
If you want to rent a modem only from them, they make it almost impossible. Suddenlink will never come forward when they make a mistake or one of their shortcomings shines through, because they don't care about the customers, employees, technicians, or the industry.
Getting someone on the phone is a joke. There are no local numbers to call. And support really doesn't give a care about your problem. They only want to end the call and let someone else deal with it when your problem persists. That's why, every day, there is a line of people outside of the Suddenlink office to yell at that poor lady behind the desk. Suddenlink doesn't care and they don't care about that poor woman being yelled at! They knew when they did away with their support that people would be even more dissatisfied; they did it anyway.
Honestly, if you have ANY other option, go with this. Suddenlink will just steal your money, lie to you, and still expect you to write a thank you letter...
Edit 9-18-21:
Even after the company reached out to me in order to ensure my issues were resolved, my issues with this company persist. While my speed did, finally, increase to the levels I was paying for, I had to fight with them to give me the modem that would work, after they repeatedly lied to me and said I had the modem I needed for my speeds. Now my complaints really lie with the quality of the service and the inability to actually speak to someone about the issues. With the top speeds, I should never see HUGE throttling periods where EVERYTHING slows to a crawl for a few minutes. Everything with the internet becomes unusable for several periods of a few minutes, almost every evening. Now, it has been days and my speeds are barely breaking 100Mbps at the best of times.
Again, the most frustrating thing is not even being able to contact someone to get assistance. It literally feels like they cut my plan without even consulting me, and hoped I wouldn't notice while I continue to pay. I wish this company had earned ANY goodwill so that I could at least think that was crazy, but it has happened before, and worse. So.... If you have ANY other option for a high speed ISP, go with them. Avoid Suddenlink at all cost.
3 years ago Edited September 20, 2021
David Renfrow Sugar Land, TX
TERRIBLE!!!
We have had nothing but trouble with Suddenlink and ho help in resolving the issues. Our internet has been in and out, mostly out, for the past two months. I have made several appointments to meet their technicians at the house but they never show up! I have complained and have even been told by Suddenlink representatives that its the technicians who are cancelling the appointments. That's disgraceful!!!
I have sent them a bill for my time and for the TV programming we no longer receive due to their crappy internet service. I doubt they will pay me back but I have informed them, I will no longer being paying for services not received. I even asked one representative if he could recommend a good internet provider for me. He was silent.
The only reason I gave one star is because I had to!
STAY AWAY FROM SUDDENLINK!!!!!!!
3 years ago
Melissa ThrowerHolt Cabot, AR
The service is unreliable. They have constant outages, many times caused by their own techs working on the lines down the road. Then they expect you to pay a fee to fix the outage they caused. I left the company 3 years ago and went to Centurylink. I've had 2 outages. One scheduled to upgrade the system and another caused by a MVA hitting a pole. My Mom still has suddenlink and is now on the 2nd week of spotty service amid 5 phone calls to customer service. She's elderly and needs her home phone service to work. No phone service no medical alert. Customer service is much the same. Occasionally you get a nice person, but the norm are rude and arrogant. They get angry when you refuse to pay for techs and even angrier when you refuse to add the monthly tech service charge. They pretty much refused to come fix the problems after that. This outage was caused by them adding a customer. They had to run line next door and get them hooked up. They acknowledged the outage and said it should be back and running in 5 hours. Now it's 2 weeks later. This is the company norm.
3 years ago
Jill Watkins GA
If there were an option for zero stars I would definitely give them that rating. This company is the biggest joke!!! They have charged us more than double what they said for installation and the bill is about fifty dollars higher than they said it would be. We paid the for the install when we set up services, then were billed for it again. Also, there was actually a promo at that time for free installation. But we were told it had ended the day before. Though I was still receiving emails about the promos days after being told it had conveniently ended the day before. They are not willing to stand by their word or credit the money back. You get put on hold for thirty minutes or more and then the call gets disconnected and no one bothers to call you back. They are also saying we are enrolled in EZ pay which we never authorized. Thank goodness we are under no contract with this company because we are discontinuing our services with this company for good. Never again will I ever do any business with this company. Forgot to also mention that they messed up the install date and when the technician finally did come out he left before it was even working. This has been complete disaster dealing with this company from the beginning. I wouldn't suggest anyone ever using Suddenlink.
3 years ago Edited September 14, 2021
KM Lewisburg, PA
We TRIED getting reset up with Suddenlink after a 2 year Covid hiatus at our second home and then dropped in to the 7th circle of Hell. Spent over an hour reinstating our account before my husband traveled there--installer said it was all set up. BAMP--nope , no internet when my husband arrived. He couldn't reach anyone on the phone as no acct set up w/ either of our phone numbers, so began his vacation-time wasting experience by going in to the office. Who told him the acct I had set up was inexplicably cancelled after they set it up, set up EZPay and took my money. Said he needed to set up a new acct, which he did and wasted more time waiting for a tech to come and set it up , claiming it would be working within an hour. BAMP! Uh, no, it didn't come on and never came on. Vacation time wasting number two! Went back in and was told it was because our personal router was still attached to the acct in my name that they cancelled BUT STILL BILLED ME FOR. I"ve wasted literally 5 hours on the phone trying to get detached from this company and my money back for service they canceled and never provided. We have not had one second of internet at the house, yet they are now upping the fees charged to me for service they never provided. I'm now reduced to challenging the fees with my bank and changing my bank card number so they can't access MORE fees for services they have never provided. Last night I got a confirmation number for the refund request and today I got a statement for additional funds with that refund applied to a whole new balance. This company is a nightmare--we would rather use a sketchy hotspot than ever have to deal with them again. While waiting on hold for an hour tonight, I was able to file a complaint with the FCC though. Ugh.
3 years ago
Chandler Tate Fort Worth, TX
My apartment complex pays for my internet but suddenlink still cannot grasp that have called them 7 times now and sit there for hour or 2 hours and they tell me okay we have it all fixed or they hang up on me and 3 days later they shut it off again and say I owe them money it's the most ridiculous thing and I'm so over it I'm going to try one more time to reason with them and then I'm done and getting a lawyer or something. I can't deal with it anymore I have more important things to do with my life than to fight with them twice a week over and over because they cannot remove their head from their rear end!
3 years ago
Catherine Slauer Houston, TX
SUDDENSTINK IS THE WORST COMMUNICATION COMPANY THERE IS!!!!
They are currently trying to charge me $200 for a month that I didn’t even live at that place any longer. Called 2/21,2/28, 3/1 to have disconnected and they refused to cancel until 3/1 because you MUST stop what you are doing during a move date and call them to cancel the day of move out. I was paid through 3/1 which can be varied by recorded phone calls. They are refusing to do that and threw me into collections 6 months after.
I AM STARTING A PETITION TO BOYCOTT THIS LOUSY COMPANY!!!! I have yet to find anyone who likes this monopolized company. Something has to be done!!!!
They are stealing from people!!!!!!
P.S. I had to put one star down to post review…that would be a big fat ZERO!!!!!!
3 years ago
Supriya Gupta Dublin, CA
I signed up for this offer and now sudden-link refused to pay me $200 gift card this is what they say after me reaching out to them many many times and finally they reviewed the phone call between me and the sales agent...
Hi, Supriya! Thank you for your patience. As promised, we have reviewed the phone call, and based on our findings we were unable to approve your account for the $200 gift card. We found that at the end of the call the offer that did include our $200 was not the accepted offer. Also, to be eligible for the gift card, the account MUST be in good standing for at least the first 90 days. Other eligibility requirements are listed within this link 👉 https://help.suddenlink.com/knowledge/gift-card-offer. I have found another offer for the account for a $100 gift card to upgrade to our 1 Gig service for just $9.99 more a month for the next 12 months. Let me know if you would like to explore this new offer with me here. Eligibility terms are required as well per the link included here.
Why would i refuse this offer, i signed up for this.......i am sure sudden link needs to save this money much more as with all the scams they do for you to sign up...they might not last long. They have been sued in other states for scamming... its coming here. If you are a customer and been fraud pls call FCC as they are taking complaints and if you are planning to be a customer and you have other options pls don't join suddenlink. Check the web and see how dissatisfied customers are but only hang because of less options or no options.
Their customer service is bad and internet service i am still debating is good or bad
3 years ago
Deena Smith Hamilton, MO
I am so upset with this company that I cannot express my frustration and disappointment enough. I had service with this company for 3 years. I paid my bill BEFORE it was due every month. I moved, on May 1st, to a location that Suddenlink does not provide service to. I apparently moved in the middle of my 'billing cycle' and was made to pay for the entire billing cycle. In other words, I paid for approximately 2 weeks of services (internet and TV) that I did not use (remember, they did not provide service in the area that I moved to). I returned all of my equipment (I had to drive for an hour one way to do this as the local office had been shut down). Two months later, at the end of June, I received a bill from Suddenlink. I had been told when I paid my last bill that it was the FINAL BILL. When I contacted Suddenlink, I was informed that the bill was from an internet overage back in March (3 months before me receiving the bill). When I informed them that I would not be paying the bill (it was $15) because I was told I had paid my final bill and I also had given Suddenlink almost $100 for services that I did not receive (the last half of the billing cycle) they immediately sent it to a collection agency (for $15 :( ). I am curious as to how many others have paid for services they have not received due to the Suddenlink policy of "not stopping service in the middle of a billing cycle". I am going to post this on every possible medium I can find. Consumers are being taken advantage of and have no recourse when it occurs.
3 years ago
Jacques Fayet-Faber Truckee, CA
“won many awards for their great reputation as a company who takes care of their customers“ - any objective evidence on that statement? Many awards... which? Please don’t quote the one coming from their own or paid reviewers... “take care of their customers” data dat from reliable sources please. I contend it’s a lie. I am only one data point but can witness this is a company excelling at fraudulent tactics and under delivering while over charging and trying to position themselves as quality providers. I pay less for Comcast get way more channels, 1000Mbps reliably and when I go to my residence with SuddenLink and try to work, service is interrupted every hour and I constantly get download speeds of less than 30Mbps when my service is for 400Mbps... less than 10x!!!
Crooks! I have called many many many times and it’s always the same: terrible service but prices constantly increase.
3 years ago
Livin thedream Longmont, CO
Run far, far away from this company! Only had Suddenlink internet for 5 months and hated every second of it. Their product and customer service is terrible and I wouldn’t take it even if it were free. They deserve 0 stars.
1) Internet went down multiple times a day every day. Suddenlink tech came out and said it’s not a router problem, but that their equipment in the area was overloaded and needed to be upgraded, Meanwhile every customers were forced to pay high prices for lousy internet with no upgrade in sight.
2) Found a device on the router they provided that THROTTLES BANDWITH DOWN.
3) Signed up under a promotion for $100 prepaid Visa card to arrive after three months of service which never showed up despite repeated calls to clueless customer service reps who always said it was always ‘on the way’. Finally after we complained to the FCC Suddenlink said that because we upgraded to a HIGHER package in the second month which we paid them MORE MONEY for, we were no longer eligible for the Visa card. Is that messed up or what!
4) After putting up with enough we cancelled their abysmal service in the middle of the month and as requested drove to another town to return their equipment. They continued to charge us til the end of the month even though they couldn’t provide us service (we had no equipment) because their terms of service say they can, although we never signed anything agreeing to that provision.
5) we put in a complaint to the FCC about all this and got a call back from a very condescending and argumentative Suddenlink rep who was obviously trained to be dismissive to any customer concerns or complaints.
Bottom line: if you have any internet provider alternative you would be wise to choose them otherwise you are setting yourself up for loads of frustration if you go down the rabbit hole with Suddenlink.
3 years ago
Tene Bear Cleburne, TX
Trash. Customer service is a joke at this place. When we first moved in we had no alternatives so we used Suddenlink for 2 years. Over that time they signed us up for services we didn't ask for, overcharged us regularly, we once had a 3 week outage, and our monthly bill constantly crept up and was over double the initial price by the end.
"Customer service" will do anything and say anything to take your money. Finally had a new provider come to our area and instantly switched. Of course Suddenlink charged us for another month of service, they refuse to prorate like every other normal company. They also told me I was lying when I said I found better, and cheaper, service.
0 out of 5. Throw this company in the dumpster and light it ablaze. Do not use unless you have zero alternatives.
3 years ago
Brenda P Pine, AZ
We have had nothing but trouble with Suddenlink since we had it installed. Their TIVO box is constantly going out and every time a repair person comes out, they change things around. It seems the knowledge of the repair people is extremely limited. AND THEY LIE about the problem! So instead of taking care of the problem correctly, they just Hotwire the TV and leave me with problems with my computer. SLOW computer and printer. I really think these people are dishonest about what the service they promise their customers. And all that for almost $200 a month. !!!
3 years ago
kevin fratt Branson, MO
If I could give their rating 0 stars I would, cause Suddenlink's customer service doesn't even deserve a one star. We left Suddenlink sometime last year and went to CenturyLink, because we had such terrible customer service from Suddenlink and plus they kept on hiking their prices up. CentryLink had quite a bit better customer service and had one price for life with no contracts, just not as strong of service. When COVID happened and I was forced to go on furlough around October of last year, I had to go back to, the worst cable company ever, Suddenlink. If only I had a choice. We called Suddenlink and spoke to one of their sales reps who told us that we could have a price for life with no price hikes and no contracts, similar to CenturyLink. That they have this kind of special. Since signing back up with Suddenlink every month we have to call and fight with them about them hiking our bill up every month. We get very rude customer service from them every time we call. Even though after every phone, they have to apologize stating they are the ones that messed up. Now our last phone call which was this month, we ended up having to speak to the manager after getting hung up on 3 times just to be told that they don't have a fixed rate for life with no contracts. We're sick of Suddenlink's lies, terrible customer service and price hikes. We are ready to have T-Mobile or AT&T in our area of Branson which is down Bird Road.
3 years ago
Markie Dunn Round Rock, TX
If I could give no stars I would. Suddenlink is the worst internet service company I have ever had the displeasure of dealing with. Unfortunately they were also the only provider in my area. Customer service is a joke. I will never use them again. I don’t care if I have to go without internet. The nail in the coffin was when I moved out of my last apartment on may 28th. I called to disconnect my services. They are making me pay for services until June 21st at an address I no longer live at because that’s company policy. Instead of prorating like most companies. Imagine how many people they are forcing to pay for services they are no longer receiving all because their move out date doesn’t coincide with their billing period. crooks!
3 years ago
MTBAjK 610 Bossier City, LA
This is our second bought with Suddenlink. We ditched them the first time when we had internet service with them with no data cap on our plan. It was supposed to be unlimited. We went from 100mbps/15mbps to the 200mbps/20mbps specifically for not data cap. One day our bill was suddenly $20 more and when we looked at it, they removed our unlimited data, without warning, and charged us two $10 fees for going over our data limit, a limit that wasn't supposed to exist. But we checked our account and it showed a limit. When we called to complain they said "oh no, it shows you have unlimited data." We left for AT&T fibre shortly after.
We left AT&T Fibre late last year and went back to Suddenlink. Not only has service randomly dropped but we aren't getting anywhere close to the 1Gb/s speeds we're paying for. We're lucky to get a tenth of that at any given time. Most recent speed tests average 50 mbps download and upload. That's 4-5% of what we're paying. To add insult to it, we've been using our own modem/router since we swapped back and they've still been charging us a rental fee. $10/month for 9 months. $90. That's a month and a half of our internet bill. We called and they said all they could do is $36/month credit for two billing cycles. Suddenlink are a bunch of criminals.
3 years ago
Glenn Guy Olympia, WA
0 stars for billing. We only had internet with them with the intention to leave 6 months out of each year and it would be on season hold. The Rep said there would be no charge for that time. Next billing there was a charge and when I called they said the previous Rep was wrong and they couldn't honor it and that it would be at least a $10 a month charge. I then received notice that they were charging me a monthly fee for TV, which is a fee our Condo HOA pays monthly for everyone. They told me twice they would correct that, but it never came off my bill. I just cancelled today after a 1 hour workout on the phone to get the right person. She could not even give me my final bill (which I know will be wrong). Every time I asked to speak to a supervisor, I was disconnected. Very dishonest company.
3 years ago
dmccurdy Dallas, TX
I have been a customer of Suddenlink since 2008. At one point I had all their products but found myself dropping services over time as performance degraded and technical support was unable to solve the issues. I have found that I would be caught up in a technical support loop with no resolution. The last service I have is their 400Mbps Internet service. The photos attached show what speeds I am getting throughout the day.
When I call technical support, the outsourced responders are professional, empathetic, and readily provide troubleshooting. When they cannot solve the issue, they request a contracted service tech to come to the house. The contracted service techs are professional, empathetic, and readily provide troubleshooting. When they cannot solve the issue, they say they will escalate the issue. I ask a timeline for resolution and I get a range of responses from an honest "I am not sure" to a 2 to 7 day guestimation. After this amount of time passes, I call technical support, and the loop repeats. I have been doing this since Mid January (posting this mid April).
When I decide to terminate my service, I am sent to the retention department. They are professional and empathetic, but they start the technical support loop over. I would actually like resolution as I am in the unfortunate position of only having one choice for broadband internet.
3 years ago
Traci Coston Montgomery, TX
ZERO STARS. This is an evil, GARBAGE company. We had no other choice in our area until now and we are switching as fast as we can!! They have broken their word so many times—even their own contract with us—to charge us more. They even charge us to fix when the internet goes down and its THEIR fault! We’ve gone days without internet and we had to pay MORE for it! You will waste HOURS of your life on the phone with customer service trying to get bills correcting, and then even when you do talk to someone who says they’ll help you, you’ll never see that credit on your account. Run, run, run as fast as you can away from this poor excuse for a company.
3 years ago
Cthomas Altoona, PA
I have had this company for about 7-8 years, I was a loyal customer during that time. I saw the prices go up and down and everything. But this past few months I have gotten the worst service ever.
First of all our connection is spotty and I cannot even use my own wifi because its slow and our smart TV don't always connect but on top of that I receive an overage fee!! I was unlimited for years and now I have an overage fee!
Igot the first bill in January 360$ and I called about it, they said I no longer had unlimited for about a year and this was my first time going over. I thought it was very strange because if this was the first time and nothing changed how did I not have unlimited for the past year?? They wouldn't answer, just repeated and told me to pay the bill.
I then got another bill of 700 for the next month, after I had changed my plan! I changed to the unlimited in January but in February I received a 700 dollar bill, the representative said that the 360 was from November and this one was from December but I shouldn't get an overage next month because I was now unlimited!!
Well I got an email weeks later saying I went over on my data!! I called about it ad they told me to disregard it because I had unlimited!!
Then the next month my bill is 549$!!!! I called mad as hell and they tried to tell me that the unlimited didn't go into effect until February!!! So I asked to speak to a manager and after waiting all day she calls me back and tells me they will remove 390 dollars from the bill and that it was their mistake!
I wait 2 weeks abs they never took it off and I got another email saying I went over my limit again! Meaning I will get another high bill for May! So u call and they said that they cannot take off the 390 and that I have to pay the full bill because it takes 60 days for a bill to cycle to an account. OKAY SURE IT TAKES 60 DAYS?!! ITS LATE MARCH AND I GOT UNLIMITED IN JANUARY WHEN AM I SUPPOSED TO SEE THAT BILL?? they wouldn't answer that just kept saying that I have to pay it and they won't fix it. They never even told me about next months bill!! Don't ever come to suddenlink they take advantage because they are the only working company in wv. I wish I could give negative stars!!!!
3 years ago
A. G. Tyler, TX
Once again, Suddenlink customer service disappoints. I called in about a discrepancy in the Due dates between the Email Billing and the Statement on line. There was a 2-day difference. Although that has happened several times before, I didn't have the time to sit on the phone so this was the first time I addressed that issue. The difficulty in understanding the heavily accented rep, made the experience like slogging through a swamp! So I forgot to address the other issue of the billing increase up by almost $20 for the last two months over the previous months. We're already paying a premium rate because the apartment complex where we live is a Suddenlink Monopoly!!
3 years ago
Mountaineer Highland, MD
I feel like I am the only person complaining in West Virginia on this site. The have a monopoly in the majority of the state and it's horrible. Our choices range from Frontier, the worst ISP in 2020, to Suddenlink that provides the 'fastest' speeds in the county and then other satellite companies that are just too slow for today's use of internet. We have had at least 5 tech visits to our home and didn't improve anything for our internet speeds. One tech complained how the company has changed over the years, if anything, I feel bad for the technicians. We pay for up to 100 megs (which is slow for a household more than 2-3 people) and only get around 25, sometimes 9 megs. Working from home hasn't been fun and I can only imagine how kids are doing while trying to virtually learn from home. Zoom calls or video calls are impossible to do. Customer service is outsourced, hard to understand, they don't understand you, rude and simply don't care for the company they work for. I really wish this state, governor and AGO would do something about this. Not only is it holding the state back from growth and education but it's simply a fraudulent company taking advantage of the citizens.
3 years ago
Jess from Prestonsburg ,
Steer clear!!!
Monthly bill has went up almost $20 per month. Now paying over $200+ for basic phone, cable & internet. Service is horrible. Out multiple times per month. In the past they would always work with me to help get a lower price. Just wasted 1 1/2 on a live chat were not only 1 rep but 2 reps disappeared when they cannot give me any answers. I will be looking elsewhere for my services where I am valued as a customer. Poor service and poor customer service. Apparently they don’t want or need my business. Would recommend if you are considering Suddenlink to look elsewhere.
Jess from Prestonsburg, KY
3 years ago
leslie conner , TX
They have the worst customer service I have ever experienced. The wait times are well over 30 minutes and the customer service employees are extremely rude and unwilling to provide assistance. One of our branches had a service disconnection after I called and advised Suddenlink that they had misapplied our payment to the wrong account. The customer service guy then went on to blame us for what may or may not have been written on the check (which was the correct account number, by the way). I asked for a manager and was told that one would have to call me back within 24-48 hours. I never received a call back and I had to call and make a payment via credit card because of THEIR ERROR! They have the most atrocious customer service reps I have ever experienced. What happened to the "customer is always right" mentality?
3 years ago
Lanell Ramos Lubbock, TX
I upgraded my service in November, 2020, but continued using the modem that I had. The service tech brought NO equipment into my home, just checked to see that what I had would accommodate my new service. Since then, I have been charged an equipment fee. Both times that I have called, I have been assured that I would be credited for the charge back to November. Still no credit. Looking at others' reviews I may never be credited or have the charge removed. I have no confidence at all in their customer service and will be looking into other services. Wish I had stayed with AT&T. I agree with the person who said if they could give a negative stars review they would.
3 years ago
S McKinleyville, CA
If I could give Suddenlink 0 stars I would. The prices are astronomical and they have so many hidden fees that they never mention till you see you have a $15 charge for a sports package you don’t even get. Not to mention they charge you to come fix issues that previous technician caused. I wouldn’t be inclined to complain about the price IF the customer service made up for it. Sadly the customer service is what makes me want to give 0 stars. Every call center is outsourced and they are very sexist. They also hang up on you the second you complain or asked to be transferred. Not to mention the entire time I had cable with them (about 6 months) I didn’t get some of the channels I paid extra for. My shows hardly ever recorded. There is next to no on demand programs. And, calling every 4 days to call to reset my cable box is not very fun. When I asked for some form of compensation they laughed and told me to get another cable company. Which is exactly what I did. Oh also whilst in the process of returning my equipment they tried to upscale me when I’m clearly just trying to do what they asked and get a new company.
3 years ago
C Elkview, WV
If I could good service I wouldn't complain about price, but my internet and or TV is always down or slow. I have been trying to get service for a month this time. They know it is a service line problem, but they have sent three inhouse techs in the last week, they tell me it is a line problem and they will turn in a call, guess what, I am still without service.
This is the best of all, I was waiting on a tech yesterday and what did I get?
They sent a crew out to burry my cable underground, even they couldn't figure that one out. Now I am scheduled for service tomorrow, I bet they come and say we are here to wash my car.
3 years ago
Ric Jimenez Midland, TX
Everything I am about to say reflects directly upon the OWNER, AND "LEADERSHIP????" OF THIS COMPANY
This company is PATHETIC!!!!!!! For years I put up with blackouts, pixels on my Tv, technicians unable to fix things, slow internet and EVER INCREASING RATES-----ALWAYS!!!!! But NO increase in quality or customer service!!! Before I decided switch to another company I called customer service and asked for assistance and she informed me that there was nothing that she could do to help me. I informed her that I was probably going to start looking for another cable/internet provider and she said NOTHING!! I then told her that when I disconnect my service if I could just do that online----but she said "no", you have to call this number and we will help you with that.
So I signed up with another provider and I called back to cancel my service. Now I get a lady who is doesnt want me to change services so she is making me all of these sweet deals----and I tell her that the other cable company was installing their cable as we speak, so I told her that I was not interested.
She then passed me on to another person who did the same thing---even offering me better deals than the lady did. I told him the same thing.
If these people cared enough to help me when I first called---ALL OF THIS HEADACHE could have prevented!!!!!!!
BUT THAT IS NOT THE END OF IT!!!! I go to the local store here in Midland, texas-------in the Midland Park Mall and try to drop off equipment but the IDIOTS THERE tell me that they are not accepting THEIR OWN EQUIPMENT????!!!!!
That I have to FED-EX their equipment to them instead of dropping it off in their store------and i was right there IN THEIR STORE!!!!! WHAT IDIOTS!!!!!!!
DO NOT USE SUDDENLINK!!!!!!!!!
3 years ago
James Deare Pineville, LA
This company is by far the worst I have ever dealt with. They are the only game in town for internet where I live and they act like it. I have been with four different cable/internet providers since living here and everything has been fine until Altice bought out Suddenlink and it's been a downhill spiral since. They farm out repair work to people that have no clue how to fix things. One technicians solution to my cable problem was to unhook service to my back bedroom tv. The second technician, I use that word loosely, even told me he wasn't trained and didn't know what he was doing. My internet goes out randomly 8-10 times a day that I know of and has been doing. Customer service is also farmed out and and it sounds as though a party is going on in the background. If you have any choice in this matter go with anyone else but Suddenlink. As soon as possible I will be dropping this service like a bad habit.
3 years ago
David Bowen Conroe, TX
When they ran fiber into our neighborhood, we rushed to sign up. Boy was that a mistake. First, they hooked it up wrong and left the cable laying in the yard for 3 weeks. Someone finally came out to hook it up correctly and bury it. Aside from the fact that it has stopped working 5 times in 3 months, what happened next was worse. When we signed up, we were told that we would have Starz included in our sign up package. Ok, fine. 2 months go by, and we decide to look at a movie on Starz On Demand. Well, it doesn't work. We called customer service, and told them that we have Starz but the on demand doesn't work, so she supposedly fixed it. Well, what she did was add charges to our account. We saw the bill and told them the amount was incorrect. She explained to us (in another language basically) that we never had it, so she added it. (This wasn't true, we always had it but it didn't work properly) Long story short, we have called several times to get the bill fixed, (we cancelled the Starz service once it was added to the bill since we never ordered it) So we payed the bill that we owed and told them the extra charges weren't right and we're not paying them. So, they cut off our internet. We called them this morning and the man told us we ordered it through the last lady and we have to pay for it. We never ordered it at all. So now, we are forced to pay the remainder of the bill because he was too lazy to go research what happened. We will not only cancel the service, we will get an attorney involved because we aren't paying for a contract that was breached by them first. I will make it my mission to tell everyone who will listen how corrupt these people are, not to mention extremely rude.
3 years ago
J.S. Hawkins, TX
Paid Suddenlink for install on Wednesday between 5-8pm. Left work early to arrive at 4PM to find note on door saying they missed us. Called and talked to someone that could not speak English very well. She said we were not home. I said we are home and it is not even 5PM yet so come and install. No, you must reschedule for Saturday between 5-8. We stay home ALL day Saturday. I call at 6PM. They say the installers are on their way. I call at 8PM. They say I rescheduled my install. I say no I did not. They say yes you did. I say for what time did I reschedule? They say you did not schedule a new time yet. I tell them forget it. I need reliable service. Please cancel. They say call back between 8-5 Monday. I call on Monday and after many transfers and repeats and over 1 hour I finally cancel. 2 weeks later I am still waiting for the refund on my credit card.
3 years ago
Samantha Brown Little Elm, TX
Suddenlink is a terrible company that only pacifies its customers with vague and BS excuses. We pay for the 400 MBs and only get 86 MB at best. My husband has a way to record the download speeds every minute of the day and since he has had the system running, it has only hit 86 when no one is using it in the middle of the night. When questioned about the issue, they claim they will send a technician out to our area some time between 10a and 8p on a Saturday and that the technician doesn't need to talk to us or have anyone home to "fix" the issue. This is the 3rd time a technician has been sent out in 4 months and the speed doesn't get any better. Its a bunch of bogus smoke in mirrors that never gets the job done. Unfortunately, we have no other options for internet in our subdivision or else we would switch. We a terrible company!
3 years ago
PissedOff Russellville, AR
Suddenlink was the only "best" provider to an area that I moved too. Their price online said $55 for basic good internet service. After settimg up with the lady, she mentioned that if I went with automatic payments, that it would take $5 off making it $50 per month. First bill comes in saying $59.60. I called a representative and they tell me that the original price (due to all fees that the does not tell you on their site) is added all together to $64.60. Of course I was pissed off because I was lied too. 2nd bill comes around and it is $64.60. I call a representative stating that I thought I was on the automatic payment. The person says no, but I will be on the next few months. So then I also say well the price needs to be $63.60 since I went paperless (which is a $1.00 fee that they charge). He says he put in the codes and that it should change. So far it has not changed. Full of liars, cheats, and Indian scumbags. I hope Cox moves to my area for the love of god!
3 years ago
Josefina P.M. Montgomery, TX
Unfortunately for me I have Suddenlink for internet provider I have to say I had many in the last years , but Suddenlink gets the one start because there's nothing less . I move to an area that at that their's not to many choices not yet any way . This is with out a doubt the WORST company I had ever dealt with . I had sign in for e-bill to be received via e-mail , is going to be a year now and not one time that i had received a bill BUT I DO RECEIVED THE JUNK MAIL OFFERINGS TO PURCHASE THE PHONE SERVICE . I was charge for late payment on that first bill because not establish when the bill will arrive and that disqualify me for then not to send the promotion $50card promise , again as of today no bill on my e-mail . Recently again I lost services for several days, I call the schedule for a technician to came they assure me that if it was not my fault like some cable loose inside my home or my equipment , I WILL NOT BE CHARGE THE $60 SERVICE CHARGE . The result was that it was a problem and it had to do with something missing in one of the street poles some wire or box connection was missing THAT'S WHAT THE TECHNICIAN INFORM ME , AFFERT A WEEK WITH OUT INTERNET AND SOOOOOO MUCH DRAMA WITH THEIR CUSTOMER SERVICE !!! WELL I DO GET CHARGE FOR THE $60 . EVEN THE PROBLEM WAS IN THE COMMUNITY POLE AND I WAS NOT THE ONLY PERSON WITH OUT INTERNET .I PAY FOR 400MBPS , AND I SAY THAT NOT ONE TIME THE STRENGTH GOT TO 280 MBPS . I HAVE ONE HOPE AND IS THAT OTHER COMPANIES OR STARTING TO OFFER SERVICE AND I HOPE THIS COMPANY GETS WHAT IT DESERVE NO CUSTOMERS . THEIR CUSTOMER SERVICE IS WORSE THEN HAVING A TOOTH POL OUT . I WILL SOON BE CHANGING .
4 years ago
John Hamilton Dallas, TX
My internet has been going up and down for a month. It finally went out a week ago. The customer service idiots only know to send out technicians (independent contractors). I have had two out. It takes two days at least for them to get here. They get paid whether they fix anything or not and they have yet to fix my internet. Suddenlink used to be OK. Not great but OK. I wish to heaven we had Grande Communications. I never had a problem with them. I am now waiting for a third Suddenlink tech who will be here in four days. I wonder what that guy will do. Does anybody want to take odds he is an idiot like the first two I have had????
4 years ago
Michael Pracht Georgetown, TX
So many things wrong with this company.
1. Authentication. Getting to your account is a logistical nightmare. My bank requires less authentication than these people.
2. Billing. You won’t get any information about your bill from My Suddenlink online, other than the amount due. Why are they keeping the details hidden from you? Knowledge is power, as they say.
3. Phone System. Their Automated Phone System is another nightmare. Long waits, system glitches, frequent hangups, noisy out-of-country call center that uses malfunctioning headsets (which they blame on your phone line).
4. Service. There are too many levels of service, resulting in misinformation. They sent a new technician to my house and he made everything worse. I managed to fix it myself. Then, a second technician came out and said he’d take care of returning my equipment and canceling the TV service (keeping internet). He returned the equipment, but didn’t cancel TV so we kept paying for it. Called them and they acted like it was my fault (I should know that technicians can not cancel services). A) He told me he would, and B) a good company empowers their people to do such things.
5. Tone. In any engagement with this company there is a pervasive tone of, “Our time is more valuable than yours.”
4 years ago
Wilma Grifton, NC
Turn HD receiver in on 7/1720 and it's now October and I am still getting charge $11 for this. Talked with customer service in September and was told I would receive credit for the receiver. Still be charged on my bill . Also, put in for an upgrade for my internet service twice which was suppose to be $10 more for 400mbp with unlimited data in September. Was scheduled for them to come out on 9/25/20 but had to reschedule due to work schedule. Technician came on 10/2/20 changed modem but did not up grade me saying that, that wasn't on his schedule. Hell if I didn't want an upgrade I wouldn't have needed the new modem because the old one was running 100mp also. Called asked for the upgrade, customer service rep was very nice, could change it over but it would cost me an extra $30 per month, I said no, I am only suppose to be paying S10 more for internet with 400mbp. She said well I don't see any promotional in your area. I said asked for the upgrade thru my online billing I requested that particular service and It said for $10. Ask to speak to a supervisor, she went away for a couple of minutes then stated the supervisor would called me in 15 minutes. I am still waiting on the call. I am really disappointed because I have been a customer for over 17 years and the only promotional incentive I have ever gotten from them is a coupon to rent 1 movie. Thinking hard about going with someone else.
4 years ago
Chefsallie San Antonio, TX
Suddenlink is a best incompetent and at worst a liar and thief. I can't get consistent information from any of them. One person tells me one thing, then another tells me something else. Yet another has a third story. There's not a way for me to pay online, and when I try the "automated" service, they always connect me to an agent, which of course is $10. There's an upcharge for everything, and no way for me to downgrade my service to something less expensive. They know they're the only game in town in my area, so they milk it for all it's worth and extort everything they can out of their customers. In short, they SUCK!
4 years ago
Kong Xee Moua Albemarle, NC
I’ve had my internet services canceled since Sept. of 2019. They had charged me for another month, in which I didn’t even use. By this point. I turn in my router and everything stating that I’m canceling my plan. In the end we pay the remaining dues except for the next following month. We were told that we were taken care of and that the remaining balance that had the monthly fee was to not be concerned about. Turns out in November 2019 I get a letter saying that I have a remaining balance. I call them again. I finally reach a rep and explain everything. They tell me the same thing again. “Do not worry about the remaining balance. You’re taken care of and you will not have to pay it.”
Now it’s Sept 1st of 2020, a whole year later. And now I’m receiving a letter stating that I still have a balance due.
I called just now and spoke to a rep. He told me that I would still have to pay some. I explained to him again and then he said that he’ll waive the balance and told me to give him “just a moment”. A few seconds later he hangs up. I didn’t even get a confirmation if he really completed it. Now I have to call again tomorrow.
If you’ve read this far, thanks for staying with me. Just a few things about this service provider.
- Don’t trust their words
- Set up with them is easy. Cancellations are not. They will not let you easily cancel your plans if you buy their premium plans.
- Customer service sucks.
-Internet speeds are great for the first couple of months, then it lowers down.
4 years ago
Elisa Kirby New Bern, NC
If I delete an email it jumps back to Suddenlink home page instead of back to in box. I send emails and they don’t show up in my sent mail, sent messages or sent items. The only reliable way to get email is thru 3rd party (they quit letting you access from gmail) but you have to go back to them to deleted email from your very small email storage allotment
4 years ago
Ltmdf11 Elkridge, MD
I’d go negative stars if I could. I where I live we have only two internet choices. Suddenlink and Frontier. Both are equally horrible. We switched to suddenlink because Frontier was so slow. But suddenlink is out more than it’s on. We have had multiple techs out and shockingly it always works just fine when they are here. They I turn blame it on maintenance and upgrades. But that’s been the same lame excuse for years. Suddenlink’s customer service is equally horrible. The last time we had appointments scheduled we got stood up two times before they showed up and that was only becisee I blew a gasket on the phone tech.
4 years ago
Juanita Lanier Greenville, NC
I have been with Suddenlink for over 20 years. Their service is terrible now. I’m so frustrated with them and will be looking for another provider. It takes forever to get someone on the phone and when I do talk with someone I can hardly understand what they’re saying. They charged me for dat overage 2 times, so I finally went with unlimited data and last bill was 163.00. I suppose to have high speed internet but sometimes I have a problem with getting on. That is too expensive so I’m looking elsewhere. So tired of them and their nonchalant attitudes. I wouldn’t recommend them to my worst enemy!! Their bill keep going up and it’s ridiculous!! I wish I could rate them with a 0 star!!
4 years ago
David O. ,
Horrible. We have tried to watch movies On Demand, but if it you pause it (heaven forbid they have an interruption) you can’t watch it. You can try to call, but will he told to call back during normal business hours and ask for credit for the movie. Hold times for this are 1 to 2 hours. We pay for unlimited, high speed internet. I’m writing this on my phone because the WiFi/internet only work for 10 to 12 minutes at a time. So, I use cellular data at home, because nothing else works. You can call and ask for something to be done, but you are just instructed to unplug the device for 2 minutes and try again. They can send a service tech, but it will be minimum $60 charge to inspect THEIR equipment. When internet is working, we can only use 2 phones and 1 tv. Or 2 TVs and nobody else can do anything online. Watching cable is like watching old Max H commercials. Constant stutter. But they say everything looks fine on their end. I beg people not to get suddenlink. Pay more if you have to, but it’s probably worth it to ease your frustration.
4 years ago
Goung Gadai New Bern, NC
So recently I have had this issue with billing at Suddenlink. It is ridiculous how easy they will con you in front of your face. I had a 193$ bill for overage fees when I HAD A UNLIMITED PLAN! I call a representative to ask what was going on, and they tell me and I quote “you will receive a credit for the next month”. Next month arrives and credit was not there. I call back and they said they were going to process it in the next 48 hours. Cool, 72 hours passed nothing changes to the bill amount. And I call back just for them to tell me that they had no idea what I was talking about? Are you kidding me? Now I am forced to pay a bill that should already be payed off for. I literally paid the price of two bills for one month, and they are charging me for the next month. Screw this service, and the monopoly that it has over my area.
4 years ago Edited September 14, 2021
SShipley Plainview, TX
Unfortunately there is NOTHING lower than a 1-star rating! I have had Suddenlink cable, internet and phone service for 20 years (give or take ▬ cable for many more years!) and since Altice has taken over it has gotten horrible. In all that time we never lost service more than a couple of times and that was due to severe storms. Recently we have lost all services for HOURS ... with no explanation! Now, almost everyday at various times the cable audio breaks up; as of right now (06/26/20 6:07 PM it has been cutting out for about 30 minutes)! Last night was OK; night before it cut out for about 1-1/2 hours between 10 PM and midnight!
Getting ready to do some searching to find better service.
4 years ago
Jerome Kruemcke Georgetown, TX
I have Suddenlink Telephone, Cable, & Internet
I had been having a lot of intermittent trouble with my telephone service.
on 5/14/20 a service tech came out to my house. At that time the telephone
was working, so he said he found no problem. And Altice charged me for a serivce
call. Next day the phone was no working again, so I called for service. On 5/16/20
service tech came out and replaced the phone modem.
I called Suddenlink and said I should not be charged for a service call since they
had to come out again. I was told I would not be charge.
on 5/28/20 my bill came and the service charge was on it. I called again and was told
that I would receive the credit, but not until the June bill, but I had to pay the
bill in full including the s/c to avoid a late charge. So I paid the full bill.
on 6/24/20, the bill came and no credit. I call billing dept and explained the
situation and that I was told I would receive the credit. The billing clerk reviewed
my file, and said nothing had been placed on my record and in any case,
Altice does NOT ever waive the service charge unless I had Safeguard at $6.95 a month.
Even if it is Suddenlink's fault, the customer is still charged for the service.
I asked the clerk whether she thought that was fair, and she said NO, but
there is nothing she could do about it and she understood my frustration.
So if you even need service, first buy the Safeguard and understand you can not
cancel it for 6 months. Shows what a monopoly does. Very Sorry Co!!!
4 years ago
Nancy Dawn Sunnyvale, CA
Like many other customers on this review site - my recent experience with SuddenLink has been a nightmare. Calls go directly to a person in the call center who do absolutely nothing to help other than put notes in a computer system. No one ever calls you back even though I was told someone would in 24-48 hours. I have had NO TV service for over 1 month now which is totally unacceptable. Yet, when I called to add internet service, sure - someone in sales immediately called me back to schedule the internet installation. But then, someone in SuddenLink decided that they would repair the TV cable at the same time internet service was added - which meant I had to wait for 2 more wks for the installation appointment. Then ... the technician never showed and the call center person told me the "notes" say I wasn't home. I took the day off work specifically to make myself available for this appointment so clearly the technician blew off my Friday afternoon appointment by claiming I wasn't home. You'd think someone would give me a call to reschedule - but they haven't. It is again up to me to have to deal with those useless call center people again. If there was any other service provider for my area, I absolutely would not hesitate to dump SuddenLink - they are the absolute worst and not deserving of even 1 star.
4 years ago
Paul Ford Norcross, GA
Terrible installation experience. Technician completely ruined all wi fi settings on computers and tv and I pads, causing 2 Repair visits to our residence by aN outside repair service thus far and we still can not connect to a server. The installer told us our tv and computers were not his responsibility, that he was only required to hook up wi fi, even though everything was working properly before he came to install, but he certainly did not leave here with anything working, and we still do not have wi fi connectivity 2 days later! There seems to be no way to speak to a customer service person, a real void. Apparently corporate level needs to revamp, reorganize, re-prioritize, and terminate at many levels. Terrible response even toward outside services I have tried to hire to straighten out this mess. Very disappointed and disgusted with Sudden Link!
4 years ago
Diane McMillan Hot Springs Village, AR
I have had a $196.00 “bill” turned over to a collection agency by Suddenlink. I have no idea what it is for and was never contacted by Suddenlink about this.
On Feb.17, 2020, I made a call to Suddenlink to have my cable/internet transferred from my rental home at 6 Vilaseca Way, to the home that I purchased and was moving to at 21 Cifuentes Way, both in Hot Springs Village.
I as assured that this was an easy process. Just take my equipment to the new house and a technician would be there to install all on Feb. 28th and services would be transferred to new house exactly as they were at old house.
On Feb. 28th I met the technician at the new house and he attempted to install my equipment from the old house. He was not able to activate it and the person he spoke to at Suddenlink said that it was not a transfer and to remove my old equipment and install new equipment. He took the old equipment with him after successfully setting up my cable and wifi. Just to be sure I called Suddenlink to ensure that I continued to have the services that I had at the old house. No, they said. Just the basis cable. I told them that I also had HBO, Showtime. They said that I would have to pay extra for that. I told them that I was assured that I would have the same services. Again, I was coldly told that this was new service with no premium channels but they would add them.
I called again on March 5th to verify services. I was told that the services at 6 Vilaseca were not stopped. I asked how that happened and how could I use a service with no equipment? They assured me that the services were stopped at 6 Vilaseca. Within a week I received a $90 Visa as a refund for the services not used at Vilaseca during that pay period. I had no outstanding debt at the old address. On March 6th I received a bill from Suddenlink for $340. When I called to ask why I was referred to two more departments and still did not find out. There is a local storefront in the Village so I went there. The gentleman was nice but said he could not help me as he only did new sign ups. I showed him my $340 bill. He was shocked and said that I was being charged retail for everything and there should be discounts.
From March 5 – 7 I called at least 14 times, being referred to another and another department, going over the same story every time. FINALLY on March 7, 2020, I spoke to a Sunddenlink rep who understood the situation and set up my account just as it had been before I moved at the same price. I thought this was over. No. A woman called me mid April to ask about one of my payments. I use a bank bill pay so I was able to pull up the date, amount and confirmation number. She said she would verify this. I printed out my bank history on Suddenlink and have verification of on time monthly payments every month since I began using Suddenlink.
I continued to make my monthly payments and even called to verify that the amount on the bill was the correct amount. I was relieved to have this whole ordeal over. On May 26, 2020 I received a bill from a collection agency (first in my life) for $196.00 to Suddenlink. I called the agency and they had no information and referred me to Suddenlink. I called Suddenlink on May 27th and was told it would be looked into and they would call me back. I began the same call and given another department – just like in March. Meanwhile I’ve sent all of this information to Suddenlink with my print out of monthly payments. No response.
How can a company get away with this? No warning. No documentation as to the nature of the $196.00. I still do not know what this is for. I am at the mercy of a large company who mishandled my account and now my exemplary credit.
4 years ago
Ben Abilene, TX
For six month now that I switched to paperless billing, I have not received a single Email notification of my monthly bill, but they keep increasing prices on my service every few months. I worry that I may forget to pay since there is no notification even though my account states I will receive a monthly Email notice. I have called Suddenlink every month since and wasted numerous hour on hold and waiting for call-backs (they jack you around as much as possible to keep you from talking to a human). Every month the low level tech tells me it fixed when its not. I ask for a supervisor or manager to call me about the problem and never get a call back. They have no email customer support service as when I tried to use an old Suddenlink Email address, it bounces back. Please someone provide service in my area so I can drop this horrible company. I have had Suddenlink for ten years now and it was a very good company prior to being taken over by Altice and Optimum. Avoid this company like Covid-19, the farther you stay away the better.
4 years ago
