Suddenlink
Is This Your Business?1.3
3.4
Overall Score
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.
5 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.
5 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.
5 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.
5 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!!!!
5 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!!
5 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.
5 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
5 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?
5 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.
5 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.
5 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.
5 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!!!!!!!!!
5 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.
5 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.
5 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.
5 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!
5 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!
5 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 .
5 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????
5 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.”
5 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.
6 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!
6 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.
6 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
6 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.
6 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!!
6 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 $60 charge to inspect THEIR equipment. When internet is working, we can only use 2 phones and 1 tv. Or 2 TVs and nobody else can do anything online. Watching cable is like watching old Max H commercials. Constant stutter. But they say everything looks fine on their end. I beg people not to get suddenlink. Pay more if you have to, but it’s probably worth it to ease your frustration.
6 years ago
Goung Gadai New Bern, NC
So recently I have had this issue with billing at Suddenlink. It is ridiculous how easy they will con you in front of your face. I had a 193$ 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.
6 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.
6 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!!!
6 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.
6 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!
6 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.
6 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.
6 years ago
Russ Brown Abilene, TX
Bait & Switch. Company has a monopoly on internet and cable access and is priced accordingly. Internet access $ has doubled since switching over from ATT DSL. Offered an entry level cable subscription for $45 mo then after year doubled price. Our bill went from $100 to $180 mo. Also advertising Altice bundle for $50 but that's only for new customers. We cut cable for Tablo OTC DVR & use Netflix & Hulu. Taylor Telephone offers a better deal on Fiberoptic technology.
6 years ago
Brenda Durham Alexandria, LA
Recently moved, just needed to transfer service. The technician was on time, and connected my internet using MY OWN MODEM. Having previously rented a modem from Suddenlink, I followed the directions by boxing the modem and printed a label to mail it back. All offices are closed d/t Covid 19. The technician informed me that he would return it for me. This was March 30. My initial bill showed a modem rental charge and a due date of 4/25. Then I received a paper bill with a PAST DUE notice on 4/20???? On 4/25 I attempted to make a payment online, but there is no option to change the amount. I am not paying 10.00 for a modem that I already own. Would you ?? So I mailed a payment minus the modem charge. Today, 4/27 I receive another paper statement for the month of May with a past due amount. It still has the modem charge. I had an online chat and was told they could not correct this, I would have to wait and speak with someone in sales? What?? If your customer service was as efficient as your billing department you wouldn't have so many complaints. Seems you are only interested in getting paid, not providing a service to your community.
Looking for other providers before May 1st billing period starts.
6 years ago
Adrian K , CO
The Sub Contractors that come out to install are courteous and professional. The Offshore tech support is VERY Poor in quality, knowledge and communications. They work off of a "script" which tells them to ask certain questions and no matter how many times you call they follow the same scripts and make no progress and tell you the same excuse why your service is not work "system down please call back" and then hang up or make promises on returning phone calls and do not return the call. I have spent 4-5 hours over a three day span and still do not have the internet service I require to work from home. Very disappointed in Altice/Suddenlink !
6 years ago
Betty Diane Paz
I have been a customer for many years. The price of my internet keeps getting higher and higher every few months yet I keeps seeing advertisements for drastically lower cost for new Suddenlink customers. I called and asked for the new lower rates and was told that they were only for new customers. If they don't value my loyalty any more than that then I will just look for a company who does.
6 years ago
T Marvin Georgetown, TX
I signed up with Suddenlink 6 months ago, they took 4 1/2 months to bury the cable in my yard, and I have yet to receive the $100 Amazon card for signing up. I have been on EzPay and now they are saying I didn't make a full payment one month which is the reason they aren't giving me the promotional card! This is BS because they should have collected in full because of the EzPay! Now they are trying to say the bank didn't pay them in full which is crap because there has alway been enough money to cover this bill. The multiple times I have called I always get different answers? One said it was all good they will be sending the card, another said check Amazon you should have the credit, yet another said they need authorization (from whom)? There is always a lame excuse and run around. I will be looking for a new service because not only do they come up with excuses it take forever to get ahold of someone, they give lip service and nothing EVER gets done just the run around.
6 years ago
Terrance Wethington Carthage, MO
Well, heres my story. I got suddenlink for service in 2016. The first several months it was ok with the exception of the frequent outages. A few months later our usage increased and was warned we'd get overages. At the time they'd let you go over your allotment of data for 2 months before you'd get overage charges.
When I got the second warning I contacted suddenlink and was offered an unlimited data plan. I accepted and expected an increase in my bill for the increase of the plan along with a proration for the current billing cycle. When my next bill came it was a lot higher than expected. They had charged me for $200 worth of overages. I called customer service and escalated the call to a supervisor because the representative wouldn't allow me to speak. She would either cut me off or talk over me while justifying the charges. The supervisor seemed to listen and said he'd submit the overages up higher to have them credit them back and fix the account. We agreed on a time for him to call me back when it was completed. 2 weeks later he called when I was at work (Not the agreed time) and left a voicemail advising that the charges were justified and they didn't offer an unlimited data plan in my area (My friend/neighbor had an unlimited plan in the exact same area. Our cable lines ran from the Same box). The next day I received another bill for that billing cycle and there was $300 of overages plus the plan charge and plus the last disputed bill bring the total to $600. I called suddenlink back and received the same treatment I got the first time with the woman who wouldn't let me talk. That was the first time in all of this that I actually acted belligerent. Up til then I had been polite and respectful, even when escalating the first call to a supervisor. I told them what they could do with their service and their bill. Later that week, I returned the router to them and, what do you know, they added it to my bill saying they never received it. They sent the bill to collections and the collection place warned me over going to court, in which I replied "Please do so this could go in front of a judge, since every phone call was recorded by me besides the first call of me switching plans". I told their collection place to not contact me again. They never tried to take me to court. They tried to put it on my credit. I disputed it immediately and within about 60 days it was removed.
This company has a huge issue of honoring their own expectations they even promote and advertise. Suddenlink also has a huge inability owning mistakes they make. These are the most common negatives that show on these review pages.
6 years ago
Steve Hudgens Forney, TX
We moved to outside the city limits and have limited choices for service. We switched to Suddenlink. The customer service is TERRIBLE with suddenlink. The people do not answer the question that you ask. They rush to get you of the phone. They say things like they will send their supervisor an email about your issue. The internet speeds are no where near the advertised speed that I am paying EXTRA to get. After multiple calls, the last guy did something and I am now at about half the speed it should be (it has been 1/4). Then he starts saying the fiber cables are coming to my area soon and then I will get the speed I am paying for and have been paying to get for 5 months. The cloud DVR is SO SLOW it is painful. The $100 gift card that we were supposed to get after 3 months of service never arrived. The gave me the customer service number of some gift card service center that is not suddenlink. They have limited hours and I am supposed to have the company name and my account number to get information about the gift card..oh, and the are only there 8-5 M-F. Just having a horrible experience with this company.
6 years ago
Scott Blackledge Leander, TX
I'd give Suddenlink one star out of five. When the planets are aligned, Suddenlink works well. But...
Suddenlink quite often has outages for both the internet and for email services. I've experienced an email outage during residential prime time (between eight and ten PM, during the week).
Ask them why (*if* you can get hold of them, impossible on the weekend), and they tell you they were upgrading the software. Since only an idiot would schedule an outage during heavy usage, they told me that their managers didn't know or didn't talk to each other. Since managers in every tech company I've ever worked at plan outages to the minute, either this answer is bull or Suddenlink managers really are incompetent. Another answer I've been given is that Suddenlink is now owned by Altice, a European company and the time zone differences cause problems.
Talking to tech support is not possible during the weekend. The phone tree simply won't take you to anywhere useful. If there is an outage, it is especially frustrating. You better be prepared to wait until things sort themselves out.
It took us three years to get the internet speed that we were paying for. I have been paying for 200M download speed but for the longest time only got (according to Speedtest, measuring over several days, several times each instance, and during the evening hours) less than 40M. I recently found out that the 200M I've paid for really means "greater than 150M" or "greater than 100M", depending on which person you talk to. Either way, I've never heard of a business where getting 50% - 75% of the service you've paid for is considered acceptable.
Suddenlink has almost no discounts. My wife was discussing our bill with a rep about this. The rep did say that a $5 discount exists if the rep signs you up for EZ Pay. Since both people were on the web site, my wife asked if she should fill out the information herself, which the rep OK'd. We thought all was well until the discount never appeared on the next bill. We were later told that the rep had to sign up for you, not you yourself. It took four calls to resolve this.
There are other things but this is way too long already.
6 years ago
Josh Bernal Amarillo, TX
Not one to normally place reviews of services online, but if someone reads this and it prevents them from getting deceived by this worthless company, then it was worth it. They constantly raise rates a little at a time, I believe to slowly swindle you without you knowing. I have had to call them several times over the past 10 years to ask why my bill has decided to become $20 more expensive suddenly. The operator would take about an hour, but my bill would decrease magically to placate me most likely. Over time the bill would eventually creep back up and rinse and repeat. The only reason I still use them is they have a monopoly in my area. If not for that, I would ditch these con artists in a heartbeat. The only thing I will say is when their services are operating correctly, the internet speeds are good. The main issue with that is the inconsistency of up time . I'm really worn out with these morons, they don't seem to care much about their customers, and will nickle and dime you to death if you let them. If you can, save yourself the trouble and go with somebody else, the experience can't possibly be as bad.
6 years ago
llf Houston, TX
Worst Internet provider. Constant internet outages, when I call they have me work on their equipment (not my profession, glad i'm paying them to fix their issues). When techs come out i am charged for the visit, they do bare minimum then basically tell me they are here to only "check the internet". My problems are never solved and I have problems with no internet weekly. Save your money go anywhere else. Sadly for me this is my only option where i live so i am stuck. Also refused to give me the number for corporate.... seriously. the. worst. most. frustrating . provider. Save your hair, they have caused me to pull mine out.
6 years ago
Virginia Little Elm, TX
So far, I have been attempting to get service since the middle of November. Had originally signed up online and was scheduled before Thanksgiving. The technician came out and said the wire didn’t go all the way to my house and he would see if it could be done that day as it was to my neighbor’s house (it was not done that day). It took me no less than 5 times calling and scheduling ( no one came the first 4 times) to finally get someone to come run the cable. Each time no one bothered to show up.
Then, I started getting promises of install again. First was scheduled and did not show up, second was scheduled and I had to cancel on my end because power was out. Then, they again scheduled and technician decided it was too late ( I was last one of the day) and rescheduled. The reschedule never showed up and when I called, they said I was never on the schedule and rescheduled again with a promise to appear. That reschedule also never showed up, and again I was told I wasn’t on the schedule. I asked to speak to a supervisor and was told there were none and a different department supervisor would give me a call back ( never did). Again rescheduled with a super serious promise they would show up ( today) but as I called to verify ( just now) was told everyone was rescheduled from today and moved to Monday ( while I am working and without notice). This time I again ask for a supervisor and am transferred to someone who was not but listened to me complain again and when I ask ( again) for a supervisor, I am told there is no point, that I will just be told my service was rescheduled ( who knows if they will actually show up if I take the morning off of work, and have been driving an hour each time if scheduling that does not show up). It has been now more than a month and a half and I still can not get these people to show up so I can give them business. Thinking they are a really bad idea.
6 years ago
Frances Gutierrez
This is a cable company that seems to have inter-company communication issues. Installation took 3 weeks longer than expected, burying the cable across my driveway took over 6 months and then there were dozens of promised return calls that never came. Overall the internet service is only fair to good but in my area I have few choices.
6 years ago
Mike Abilene, TX
Only 1 star just to rate. Worthless company with a model that appears to do everything but help the customer. Their agents over the phone do not know the answers to any questions or do not want to answer. They appear to continuously pawn costumers off on other departs purposely so they can place people on hold for hours and still receive no beneficial service. Either their treatment is on purpose to discourage costumers from even calling or they are so poorly managed and trained that their employees are nothing more than people who know how to transfer phone calls. Extremely unprofessional business!
6 years ago
Rich Amarillo, TX
I rated it 1-star only because I had to.
Although the Internet and Phone service is pretty reliable, there are always problems or issues where one needs help. Well, forget it with Suddenlink! Over the years I have tried to manage 2 accounts with Suddenlink. This is a composite of both:
Technical Support: It took us over 14 MONTHS to resolve a TV problem which required more than 8 box (cable DVR) swaps at a Local Suddenlink Store and well over a dozen service calls before the problem magically went away with the last box swap. You see, when you go to swap your box you don't get a NEW one! You get one that was returned, probably with someone else's issue. Technical Support is incapable of determining what went wrong and the phone service is totally clueless. I was also CHARGED for a service that they performed which required a Suddenlink Modem to be swapped to get the downstream router and local network working again. Took me about 2 months to get that charge removed and only when I went to the FCC to do it. Many other examples of technical issues that were never resolved by them, but me.
Billing: Over 2 months ago Suddenlink changed their billing service over to Optimum's system (Parent of both subsidiaries is Altice) and since then I have been unable to PAY a bill MANUALLY online, and could NOT set up auto pay (their EZ PAY) because of a software problems STILL not fixed and in the 3rd month. Today I simply wanted to update my credit card for EZ PAY (mine worked, the other account wasn't carried across after the change to Optimum), but it would NOT let me change it, remove the existing one, or add a new one. After 65 minutes on a phone call (50 minutes on wait queue which is normal), and another 45 minutes on their online CHAT, I got the answer I expected: "go down to the local store and they will help you." Couldn't explain to them that I did that twice already for previous billing problem on other account and they too were locked out by the error! I had to pay MANUALLY in PERSON that time. So, CHAT is useless for billing issues because they have no access to the billing system. They are also useless in that the problem is in their Website Software and they won't connect me with a website technical person to discuss the issue. Hence, 3 months and still not fixed.
Suddenlink is a monopoly here in Amarillo with no competitors that provide high speed internet needed for TV Streaming. AT&T is finally installing FIBER, but none here yet. I'd pay double or even more to get Suddenlink out of my life.
I could probably continue for pages more with all the issues NOT resolved by Suddenlink. The above should be example enough to show their incompetence in resolving problems AND the customer service they DON'T provide.
6 years ago
Jeff College Station, TX
Suddenlink is the only service in my town and the city doesn't have control over its franchise. This is controlled by the TX State Govt. Because of they don't have to provide good customer service. When you do have a problem it may take hours to get to a live person on the phone. Going to their local office isn't any faster as you can stand in line for hours. They have no number system or chairs for those waiting.
Now they have added Altice mobile, this is Suddenlink's parent company. Based on Customer service they give for Suddenlink, the phone service will not be any better. So don't be sucked in by any cheap program they may have as you will be sorry.
6 years ago
