Suddenlink
Is This Your Business?1.3
3.4
Overall Score
Montani Elkview, WV
VERY high prices, many service interruptions, not nearly the internet speed I am paying for, intermittent problems for over 2 1/2 years, and the most horrible customer service I have experienced with any company ever. Basic customer service center is in the Philippines. The FCC hasn't done anything about it though many people contact them regularly. They have a high speed internet monopoly in my area! Their so called executive support staff promises you they will get the problem fixed, but it never is. It is an area wide problem, not at my home. Every thing at my home has been replaced, including the drop wire and their tap on the pole.
7 years ago
Michael Saint Joseph, MO
They don't deserve one star. We've had internet for a few years. We added cable and when they came to install it, they took the old modem and put in an all-in-one Altice box. Since installation 9 days ago we've had internet a total of 2 days. Everytime we call we are on hold for about an hour and when we finally get someone on the line, they say they are sending a signal and it should work. Or they say we can't do anything. We've had two technicians come out and neither one could do anything to fix it. I have emailed a guy at the local office like he said and tried contacting them on Facebook through messenger. Everyone tries to pass the buck. Everyday without internet costs customers money when they are paying for streaming services.
7 years ago
Payam
Warning!!!
This company is scam ,do not buy any service from Suddenlink I closed my account with them after 6 months they sent me the bill I called them to see why they told me you didn't pay your payment I have my receipt ,and after sent to them they removed and after 2 months again I got the bill I called the costumer service is horrible very rude and they told me you didn't pay Again I show the paper they told me no You have to pay or you can go to the branch they don't have any branch close to my house 40 miles again I drove to this dishonest company they told me no you don't need to pay you already pay and again is show up in my account they want to play with costumer and tomorrow I'm going to the court
7 years ago
Kim can Rijn Parkersburg, WV
Worst customer service on the planet. I used to have three accounts with them at three different locations at the same time. All three were houses that were being rented out as short term rentals, fully furnished and all utilities included.
I had the payments set up on automatic payment. Suddenlink consistently messed up the payments, crediting the payments to the wrong accounts. I would have a $300 or $400 credit balance on one account while another account would be showing that I had not paid and they were threatening to cut off my service. This went on for months with me going down to the Suddenlink office in person to straighten things out. Finally I got fed up and canceled two of the accounts and left just one account with them.
Now I’m ready to cancel that account. The Cable TV service on that house went out for almost 2 weeks it was an area wide issue and they had thousands of customers without cable service. It impacted two of my guests who stayed during that time. Cable TV and Internet are key amenities that I offer my guests, so this was a big deal.
Then last night, something happened which was finally the last straw. A new neighbor moved in next-door to the remaining house with Suddenlink service. That Neighbor signed up for Suddenlink. The Suddenlink contractor came out to install his service and managed to knock out service out. We mentioned it to him and he said yeah “I guess it could’ve been me.” But he didn’t do anything to fix the issue. So now I have other guests that have been without Internet and cable for their entire stay. When I called Suddenlink about this issue last night they kept me on hold for over two hours. They told me the soonest they could fix the issue is Monday afternoon. That’s four days after their contractor knocked my service off. I’m calling their competitor today and scheduling Internet service with them as soon as possible.
7 years ago
Mark Phillips Pflugerville, TX
You we feel good twice with Suddenlink; once when are a new customer ordering and twice when you finally get rid of them. 8 days after install I cancelled service because I didn't like the Guide Interface and the Altice One Box was all in one and didn't let me use my Google Mesh System unless I went to higher Internet speeds. I was told on the phone; when I signed up that, "It would work" but the installer said, "otherwise." Here is where the real fun starts; trying to cancel. During the initial cancel phone call I was constantly asked to rec-consider even after explaining I already had a new provider, the account retention person was very rude and said, "Well if we can’t have a reasonable discussion about retaining me, then were done," and hung up. I had to call back to find out how to return the equipment and to verify the account was closed. I had to call back several times to understand why I was still being charged $120. I struggled to get through, had hold-times and call back times that exceeded an hour on at least three occasions. This morning I’m waiting on a 20 minute call back and its going on two hours. I didn’t receive a call back so I drove 20 miles the Suddenlink Store and there were 50+ customers waiting in line. I finally decided my sanity was worth the additional payment of $25; btw , their payment system only takes about 4 minutes.
7 years ago
Karen King Milton, WV
If I could give them less than one star, I would. I despise this company! Since last Saturday, September 21st, 2019, we have wasted countless HOURS of our time trying to correct what should have been a very simple problem for my parents. We have been repeatedly lied to, placed on hold for TWO AND A HALF HOURS at a time, driven to a local office and stood for an hour, worked schedules around being there when a technician was promised and did NOT show, all to no avail. After a technician finally showed, DAYS after being promised one, he only made their simple problem worse! I will be contactig both the Better Business Bureau and the Attorney General's Office in the morning to report this unexcusable "service"!
7 years ago
Lynn Sedona, AZ
Overpriced with spotty service in Sedona AZ. Phone tree is extremely annoying and you can never get directly to the dept needed. Voice recognition can't even manage to recognize Yes and No most of the time. When quitting the service (moving), the account retention person INSISTED that we tell her where we were moving to. I said its personal and she continue to insist. I asked for a supervisor and she said she didn't have one. BS. And of course, you don't get any money back for unused service.
7 years ago
Cheryl Hobbs College Station, TX
If I could give them less than 1 star I would. This company takes advantage of their customers! Not only do they hold the college students in the area hostage, but they lie to their customers. Their service has always been the worst ever! It slows down, it goes out, and the company does nothing about it. As for billing, they overcharge (because they have a monopoly), they will not adjust your bill if they have an outrageous, and they add or change fess whenever they think they can. Do Not Use This Company! They were recently bought by a company out of New York Altice and will be changing their name soon.
7 years ago
Tammy Diehl Amarillo, TX
I was called about free install when I upgraded to the 1gb plan from the 400mpbs that we were currently on so I went for it. The tech came out to install and even though I told him not to remove the splitter he said I did not need it and did not listen when I told him how horrible the service is without it. So he left and the net started dropping out speeds going from 100mbps to 500 after two weeks of fighting it a tech finally came to the house to fix it. Put the splitter back on and they were nice enough to charge me 60.00 for the fix. Do not let them do this to you! I would say half the techs there do not work for Suddenlink at all come from Lubbock and do not know what they are doing. Be very careful! I miss my AT&T Fiber so much I almost died when I heard they were coming here! I cannot wait to make that switch!
7 years ago
TSMith Pflugerville, TX
I purchased a new home and Suddenlink Rep called to start a new wireless service for me at $49. I specifically asked if there was additional fees (i.e, taxes, surcharges, etc) and he said no.
I received the bill and it was $63.33. I know that is not much but I didn't appreciate what was quoted me and what the actual bill was. I called customer service and didn't seem to care. After a year I moved with AT&T and just called customer service to cancel my service and April was a jerk ! They also do not 'prorate' their bill so I am paying for days I am not using ! Isn't that nice ! How convenient !
8 years ago
Kelli Coats Jacksonville, TX
When I first signed up with Sudden link, about 5 years ago, I had phone, internet and cable for right at $100 a month, Fast forward to 2017..... I have added nothing new, they have actually taken away several channels including Comedy Central & Nickelodeon ( everyone with kids can sympathize!), replaced them with talk radio and called it good( definitely as far from good as possible) bc of a dispute over price with Viacom. They are only looking out for the best interest of their customers , one person I talked to told me. Right, now if you could convince my daughter that a live radio show over sports or another that's completely in spanish is more entertaining than SpongeBob, I might could swallow that while I'm planting my magic beans. Adding insult to injury, my bill is now $154.00 because the cost of doing business goes up every year duhh explained the bored sounded customer service rep. Gosh don't I feel dumb for not understanding that now. True there is no contract and true customer service is always a live person you can understand, maybe ( probably) not going to be helpful but at least you don't have to go round and round with an automated computer but seriously if you have other options, skip Suddenlink. My family and I are extremely unhappy with the service, and the people in the office are the most unhappy looking people I've ever seen. Id find a new job if my place of employment made me look like I'd eaten a bowl of lemons everyday. Just sayin'
9 years ago
BrandonG Batesville, AR
My business has internet service with Suddenlink. We were given an IP address that was already being used by another business. We wrapped much of our network around this IP, but had intermittent issues as would be expected. The tech that said to reach out if we had any issues, would not, and has not responded. My Rep has not responded. I can't go to the local office, because they don't deal with businesses. I reached out to their corporate headquarters, and they passed it on to a business billing manager, but he won't return my several messages. The corporate executive service team won't help. This has cost my business quite a bit of money in excess of $1500. Suddenlink seems to not have a care for their business customer on this. I have an IT company, and we deal with carriers all over the country. This is definitely the worst customer service I have dealt with.
10 years ago
Lauren Bustamente Aubrey, TX
Awful!!! Super expensive!! Bills would vary a ton, and when I asked why they said Bc of data use even tho I had paid extra already for unlimited. My house only has two TVs and my cell phone that we use. No gaming or anything crazy. When I called to cancel I was put on hold for 30 mins. The manager to piss me off one last time. So glad I’m not having to deal with them anymore
4 years ago
JAY HEIL
Signed up with sudden link. They came out to install and the tech said I was to far from the road and they could not survive my house. Ok fine. I stayed with Windstream. Now I am getting billed for service that was never installed and I have never used. I can not call because every time I do I get a recording saying I must make a payment to reinstate my service. ( that I don’t have). Never have an option to talk to a person to explain. I once got a person but I could not understand them and they could not grasp the situation I am in. Terrible company. Do not use them.
4 years ago
Stephanie Macias
Horrible! My internet goes out everyday for hours, sometimes it doesnt come back for days. I have called over 20+ to tech support and they just simply give me a new router. This new router is WORSE than each pervious one. If you have another option to choose another internet provider then CHOOSE THE OTHER. You have been warned. This is by far worse than dial up internet.
4 years ago
Ms. Tillman
Every since I changed over to unlimited internet, my service has been TRASH. Lord forbid a storm come through or it's cloudy outside. I use to work there and would here Louisiana and The Woodlands complain all the time but Tyler had good service. Now, I see how those people feel and made sure to give them a discount on the daily. Can't wait for some new service!
4 years ago
Brandon Moorer Fort Worth, TX
I thought when you change things is for the better but this new DVR they have sucks SO when I wanted old DVR back tivo they refused saying they are unable but I know people who still have the older tivo I Recently found a cable provider who has the tivo so now I will be leaving suddenly because I feel like I have been forced to Not to mention my Internet works only when it wants to and they still haven't been able to do anything about that However my biggest issue is the DVR
4 years ago
David Loredo Austin, TX
Worst cable/internet company ever!! They are unprofessional, unorganized, & have horrible service. There’s a reason why they will give service to anyone without credit checks. I recommend no one use them because it will be an ongoing headache & when u decide to leave they will add on a bunch of charges to get the most from you since you are leaving. They will loose your returned equipment & charge you for it. The only reason they have business is because they pray on less fortunate people with bad credit. If you can avoid using them I would! You will regret it.
4 years ago
Tasha Spencer Stillwater, OK
I wish I could give a lower score, but unfortunately I can't. Sudden and random charges and price increase on my account with no communication, and denial that it happened as they are looking at it? No thank you... Inconsistent and unreliable service and UNBELIEVABLY difficult to get help to come out or show liked scheduled. Doing things with this company is like going back to a time before the internet but with A LOT more rage... POS company!
4 years ago
Review Source
David Rice Myrtle Beach, SC
Technician was supposed to come between 8:00-11:00. Already paid for the service. They said the technician would send updates and has cell phone number and email address and have not heard one thing. Been waiting 4 hours for them to come. Their customer service is awful. It would have taken 10 seconds to send information about why he hasn’t shown up yet during their scheduled appointment time. Very disgusted customer. Think I’m gonna cancel the service altogether. No way to do business. .
Would not recommend them to anyone.
4 years ago
Dennis Alvarez College Station, TX
If I could give it zero in rating I would be more then happy to. Returned the modem back to Suddenlink to the box outside, due to Covid. Suddenlink kept charging my account. They lost the modem and never refunded my account for charging the monthly 10.00. Now prices are increasing to 120 plus a month. Costumer service is no help, hoping I’ll give up. What’s sad Suddenlink are the lowest rates cable company and the don’t even try to fix their image. Truly sad!
4 years ago
Dan Johnson Dallas, TX
The worse customer service ever. Takes for ever to get any help over the phone. Then if you actually connect with a live person hopefully you won’t be hung up on. Technicians will need to come out 2-3 different times to resolve the issue with each technician telling you the other technician did it all wrong. Then they charge you 60 dollars for something that is on their end. Totally the worst, stay away if I were you. Can’t wait for Vexus to be in my area.
4 years ago
Mark Frazier Houston, TX
I am 66 yrs old, veteran, and disabled on fixed income. In East Texas, behind the Pine Curtain, Suddenlink is the only cable internet provider. Louie G can be blamed for that. I have had to fight with them on multiple occasions for bill creep and price gouging. Today, I had to stay on the phone for 3 hours to get my bill adjusted. They use the same tactics as car dealers where they pass you around until you're exhausted from getting screwed.
4 years ago
Dannyfrom Texas Paris, TX
No warning. Bill jumped from 48.00 to 73.00 . I called and even before I could really get started the rep started to explain to me nothing last forever meaning my promo I had expired. Basically letting me know that was that. Told me if he could find another package cheaper he would call me back. Right! Lol. They just know they have so many people over a barrell due to remote areas and limited choice of providers they can really treat you anyway they want knowing there will be someone becoming a new victim as soon as they hang up with you. No valued customer service here.
4 years ago
Trudy McCreight Midland, TX
They take the trophy as the worst business I have ever dealt with. They flat out lie. Their customer service is non-existent. When I ask to speak to a Supervisor, there is never one available. They get nothing right, and I mean nothing! They are the only provider in our area and everyone I know can't stand them. How they stay is business is beyond me!
4 years ago
Leo Hall Las Vegas, NV
The worst company that I have ever done business with
Service appointments that did not show up
Faulty equipment
Tech support in foreign countries with very broken English
Unable to solve billing problems because you cannot talk to a real person
Top executives will not answer emails
I have spent hours trying to solve a billing problem
They immediately recognize your phone number and switch you to a robot asking for late payment
4 years ago
C Carr Tehachapi, CA
All good until I moved and called to cancel my service - they do not pro-rate. So because I cancelled 4 days in to the new billing cycle I have to pay for the whole cycle !!
I have never had to do this before - and I have moved 4 times in the last 5 years.
In rural areas they are often the only service available - but this does not give them the right to exploit their customers. Suddenlink is terrible.
4 years ago
Lonnie St Junior II
The WORST company ever. The service has been intermittent since I signed up after moving to my house from my apartment. I call probably every few days to get help but they can NEVER do ANYTHING or they CAN do something but will charge you a ton to fix a problem THEY CAUSED and won’t give me any for months where I spent WEEKS without internet! Absolute complete TRASH of a company. DO NOT SIGNUP
4 years ago
Richard Kellogg Kirkland, WA
1. They charge a high fee for service.
2. The service for internet provides an insufficient download speed (up to 16 mbps which often drops to 6 or 7).
3. Their customer service is non existent. No real person to talk to for updates.
4. Their service is often out for extended periods but annoyingly out several times a day for a minute here and 30 seconds there.
As a comment regarding price and speed, a new competitor is coming to our area with 365mbps at 2/3rds the cost. That will be one of the happiest days of recent memory when I can get rid of Suddenlink and their crappy service.
5 years ago
Randall Beard Lubbock, TX
I love the cable and the fast 5G modemn but my complaint is they have not buried my cable and it is going on one month. I can’t mow in that area for the cable and it is a trip hazard in my driveway.
5 years ago
Randal A Goff Dallas, TX
I'd give negative if I could. I have been scheduled to be installed 5 times, 4 times I took off of work to be home. They tell you they are delayed throughout the day, dozens of calls to customer service with them promising they will be showing up, but nothing. Nobody shows up. Ever. I finally cancelled and will never use Suddenlink. They are awful.
5 years ago
Carrie Dallas Fredericksburg, TX
Called on the 1st of July to cancel service b/c we were moving. Called again on the 26th to confirm cancellation on the 28th. Not once was anything mentioned about cancelling before the 24th (end of billing cycle). So I got charged $69.80 for 4 days of service. When I called to dispute I was told that the cancellation policy is listed on the bills. While it might be, we were paperless and auto pay. Good customer service in letting customers know (or even a friendly reminder) would’ve been helpful. We will NOT be using Suddenlink again.
5 years ago
Brandon Baylot Beckley, WV
LOL seriously how can you say customizable plans?!? They have two plans and one is the highest price for unlimited and the others have low data caps that simple downloads and streaming would go over… I have run gateway tests and it’s I the absolute most unreliable internet I’ve ever had through 5 major cities and 7 providers and that includes hotspots.
5 years ago
Sal Bronte Marietta, OH
atrocious would be a kind way of describing this company. if you are lucky enough to live in a place with any other option i would strongly advise going with them. horrible costumer service(who you will have to deal with a lot), an internet that is slow at best and often down completely and surprise charges on your bill. if they weren’t the only option in so many places i’m not sure that they’d still be in business. it’s absolutely miserable having them as your provider. the one star review i left was very generous and if negative stars were available they would have been used.
5 years ago
Shelby Dorman Sulphur Springs, TX
Absolutely the worst internet provider. They buy up certain area towers so no one else can offer service and then provide trash service because they can and people living in certain areas have no other choice but suddenlink. I Absolutely loath thus company. Don't do it. It you have any other option take it. The worst company. They do not care about their customers and their prices are outrageous for trash service.
5 years ago
Travis Harris Alexandria, LA
THis is the worst cable service ive ever had! Do not get it with tivos. The internet constantly cuts off around 20ish times a day not including once it hits 10 at night.. and at certain times its back to back. When the internet cuts off all tvs cut off besides main one hooked to the box. I was told by a suddenlink cable tech that the tivo software isnt compatible with alot they use etc and that suddenlink still advertises it. If i could sue them for false advertising i would
5 years ago
Greg Fergueson Fort Worth, TX
If I could give less I would. And unfortunately where I live there is no other alternative.
Been old hold with tech support for over 2 hours over 2 days and 3 calls. One ended with - we are having technical difficulties- call back later. Lots of wasted time. And I have to pay for it. The internet constantly goes out. Sometimes for only a few minutes and sometimes much longer. The response when I called about it was- can’t do anything unless you call us while it’s out. By the time you get done with these ridiculously long hold times it usually back up- so they can’t help
5 years ago
Wei Lin TX
The WORST ISP EVER! customer service rep. always shuffling you around when you needed their assistance. Constantly lies to you so you would hang up the phone. Bad services, my services were completely cut out for at least 4 times within one month and all my business is reply on it! Then, they would charged you with something they never did, when you call to complain they said they will fixed it but they would still charge you regardless! I wouldn’t stay if is not because they are the one that have what I need!
5 years ago
Catherine Smith Phoenix, AZ
Nothing to like about this company. They can't provide the services they are selling and they are overpriced to begin with. They continously send "upgrade grade" offers, my question is how can I upgrade when they can't even provide the internet speed I am paying for? Call customer service, spend 45 minutes on hold only to be transfered around because no one has the ability to make a decision. Can't the FCC do something?
5 years ago
David Chapman Camp Verde, AZ
Where I live we don't have much of a choice. Otherwise I'd drop them a long time ago. I have to accounts (dwelling) at the same address with internet and cable TV . I wanted to cancel cable only at one they cancel the wrong dwelling . It took them four days to get it right. And five hours on the phone. They set up the account. And they still don't know their azz from a hole in the ground. That's just one of many examples
5 years ago
Dan Johnson Gainesville, TX
I've been having intermittent phone and internet black outs for well over a month. I contact them they say they will send a Technician. The next day they call and try to trouble shoot over the phone speaking broken English then cancel my Technician. Over a month like this. Shame on you. When I find another service provider I will be canceling my service.
5 years ago
Amir Zia Dublin, OH
By far the worst company I have come across. They withdrew 2700$ from my account by mistake then told me that it would be used as a monthly bill payment. A few months later disconnected my service.
I had to pay the bill to get the service reinstated. I asked to be reimbursed for the overpayment. They got it done and even gave the transaction number twice still no payment.
Have spent many hours with them already,
5 years ago
Suddenlink Sucks Tyler, TX
They are pathetic! You cannot speak to a live person when you need one. If you do happen to get one, they don't speak English or they refuse to allow you to talk to their supervisor when they absolutely CANNOT help you. They tell you your bill goes up because "there aren't any promotions available to you right now". You cannot get any satisfaction no matter what problem you're having. I cannot stand them since Altice took over. I would give them a minus 10 if possible!!!! I am so Annoyed at them.
5 years ago
fallen angel Kansas City, KS
Suddenlink is the absolute worst company! They lied about giving us unlimited data and when we received our bill we had over $1400 in data cap charges! How does a company get away with this? They said they can’t help me as they’re protected by the FCC which is a complete lie, I have done my research on this and there’s no such thing with their company.
If you have other options in your area for service please go to them! Save your money and sanity and steer clear of Suddenlink!
5 years ago
IRUNMANHINES HINES Kinston, NC
I would like to give Suddenlike less than 1 star but it is not available. Suddenlink is the worst company I have ever dealt with when trying to get some resolution to an ongoing list of problems. They lied to me to get me to switch and not once charged me what they said they would. I am paying for up to 400 Mbps download speed and only getting about 80!!! Now they are telling me it is my fault and I will be charged a fee for someone to come out and fix my problem. Tech support said that it was not my fault. If you switch to them, good luck!!
5 years ago
charlie dunn Philadelphia, PA
We still have suddenlink but I wish it was wiped off the map because to call someone down to look at our internet just for them to tell us there's nothing wrong is $60 plus our internet goes on and of constantly every few months. The only reason I stick with them is because we live in a state where there are mountains so not a lot of companies want to be here
5 years ago
Red Carpet Handyman LLC Checotah, OK
If I could give less than one star I would. Like many of the other reviews I pay premium prices for horrible service and speeds. They promised 1gig and deliver only 35 megs at best. I have called several times and I get cut off every time. There just couldn't be that many accidental disconnections. Also like a few reviews, they have a monopoly in my area. How do they get away with this?
5 years ago
Chardaesha Boatwright Dallas, TX
I’m still getting charged for service that I don’t have!!! I live in a one bedroom apartment!!! Why is my bill $591!!! Higher than my car note and car insurance combined. Also higher than my actual rent!!! I don’t receive a bill at all and they keep saying that it’s my mail carrier even though me and a few coworkers go through the exact same thing. Internet is slow and trash. I rather go to Starbucks or McDonald’s to use free WiFi before I get Suddenlink again!!!
5 years ago
Dirt Diver Seagoville, TX
ZERO STARS !
I started Suddenlink service before they were altice. They were great. They WERE until altice took over. Billing pricing is inconsistent. Prices for basic cable internet are sky high - $90/month for 35-50 MB download speeds. Started paperless billing 2 months ago and they still keep sending me paper bills - AND charging me the extra $ for doing so. Tried calling them and apparently they're contracting some tamale stand in the Yucatan to answer their calls.
I can't wait until I die or move out of their monopolized service area !
5 years ago
Ardelle Hamilton Garland, TX
Suddenlink is the worst internet company ever. Unfortunately, they have a monopoly in my area so I cannot switch to anyone else. For the past 8 years that I have had them, I have paid the highest prices for the slowest, most inconsistent service. Their customer service is even more horrible than the internet service. I am currently going on 5 days without internet service due to an "outage in my area". As soon as another company offers sevice in my area, I will be leaving Suddenlink....I can't wait!!
5 years ago
