Suddenlink
Is This Your Business?1.3
3.4
Overall Score
Author: Kalicia Bateman
LAST UPDATED: April 18th, 2022
Suddenlink communication is a full service telecommunications company. They offer their customers entertainment and communication needs including internet, television, phone, and home security. Suddenlink services 1.5 million residential customers and has won many awards for their great reputation as a company who takes care of their customers and employees. They offer fast speeds with no contract and list availablity in fifteen states on their site.
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The Good
- Customizable Suddenlink Internet Plan
- Incredibly Quick Speeds
- Other Services
Customizable Suddenlink Internet Plan
Many people use the internet on a daily basis, but each customer has different needs when it comes to internet usage. For example, some people want the fastest download speeds available, regardless of price, while others prefer average speeds and a low, affordable price. Suddenlink's packages meet the varying needs of its customers through customizable service plans. Suddenlink customers can choose which services they want (internet, TV, phone, home security) and how much of each service they would like. This allows the Suddenlink customer to get exactly what is needed at a price point that fits any budget.
Incredibly Quick Speeds
Suddenlink offers four download and upload speed options for their customers:
- 50 Mbps (download), 5 Mbps (upload)
- 100 Mbps (download), 10 Mbps (upload)
- 200 Mbps (download), 20 Mbps (upload)
- 1 GB (download), 50 Mbps (upload)
Many internet providers offer download speeds that are within Suddenlink's first two tiers (50 Mbps and 100 Mbps), but there are very few providers that offer gigabit ethernet speed. This is an incredibly fast download speed and makes Suddenlink stand out in the industry.
Other Services
In addition its role as internet service provider (ISP), Suddenlink also offers several other services including cable provider, phone service, and home security company. Customers have the option to bundle these services and receive discounts. They may also choose to pay extra for additional cable channels and second line phone service.
The Bad
- Higher Than Average Prices
- Data Limits
Higher Than Average Prices
Since Suddenlink allows its customers to customize their service plans, prices vary from customer to customer. Additionally, prices vary depending on location. Because of this, potential customers are not able to obtain a quote unless they provide a physical address. Suddenlink does advertise that its internet plans start at $34.99 per month. While this is not outrageously high, it is on the higher end for low-tier packages in the industry. There are several other providers that offer lower prices for similar speeds.
Data Limits
Although Suddenlink advertises high speed internet, customers do have to keep an eye on how much data they use each month because the company has a data limit set on each of its Suddenlink internet packages. Data caps for each package are as follows:
- 250 GB per month
- 350 GB per month
- 450 GB per month
- 550 GB per month
- Unlimited
If a customer goes over the data limit for their respective data plan, they will be required to pay an overage fee.
The Bottom Line
Suddenlink is a broadband internet provider that offers customizable service plans, quick download speeds, and a variety of other services. However, Suddenlink customers will be subject to data caps, higher-than-average prices, and are only available in nine states. We also like that they do not require contracts, and that they offer a variety of customer support options. If you live within Suddenlink's service area, we recommend taking a look at their customizable packages.
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WRJN263 Memphis, TN
I was having Internet connection issues. Tech came to my house & laid a temporary new line in my yard from the house to the street. Cable was to be buried. Service worked until Saturday afternoon when I came home to no internet There was a new line that had been buried in a small trench.. I called Suddenlink & they promptly lied by saying their techs don't work on Saturday although someone who doesn't work weekends had been here Saturday afternoon. The soonest I'd get help would be Wednesday. Their mistake - but the usual condescending "unfortunately we are unable" to send someone to fix it. I've had them 12 years. When it works it's great, but getting any issues resolved is like pulling teeth. It is MUCH WORSE since Altice took over. I have to tolerate it since they have a monopoly for my community. No regulations or competition means "lose lose" for the consumer. There is no other option so I just have to keep paying for lousy service that is out for days at a time.
4 years ago
Danielle Brinkman Ozark, MO
Horrible customer service from the beginning. My install appointment was cancelled and I was never contacted so I waited for them for 4 hours before calling to find out my service request had been cancelled.
I paid for the 1gb internet package and our speeds were never above 200mbps. Mostly they were below 50 mbps.
Finally, when I cancelled to go with a local company they charged me $345 for unreturned equipment when I had the tracking number saying the equipment was returned and signed for. After I cancelled and was charged the equipment fee, I could not speak to a representative so I ended up just paying it and was never given a confirmation number that the outstanding balance was paid.
4 years ago
Dave Champion Kingman, AZ
Worst company with which I've ever done business. The initial rep lied to me when I was setting up the account. The internet service goes down repeatedly. Their techs "no call, no show" time and again. They change a service appointment date & time on their end without notification to the customer and then attempt to use that as justification for why no one showed up on the agreed upon day & time. Their people are trained to apologize profusely while doing nothing to rectify their atrocious customer service. Were it not for the fact that I live in a rural community where internet via Suddenlink cable is the only option, I'd be gone. If you have any other option do NOT do business with Suddenlink. As bad as this review sounds, Suddenlink is worse. I'm just keeping it short.
4 years ago
MR Mitchell Winnsboro, TX
I've been a Suddenlink customer for years. Since their acquisition the service has declined sharply. Many of their technicians are now contractors who don't care about quality. I average four service calls a year, usually no less than two to resolve a single issue. Suddenlink pricing has escalated dramatically in recent years. It seems that quality is less important than profitability. After declining an upgrade to 100 mbps service several times, I recently learned that Suddenlink upgraded the entire region (Northeast Texas) to no less than 100 and increased everyone's bill by $30.00 a month. So, now I get poor service at a higher price. Were that not enough, their billing and customer support teams are not customer focused in the least. I recently learned that after giving my internet router/modem back to them, they continued to bill rental fees for five more months. Save your money. Fortunately, Peoples and Frontier are expanding in North Texas and we'll have more choices soon. I'll move my business to any service provider who offers a high quality service at fair prices. It's good to have options.
4 years ago
Kara Smith Austin, TX
Horrible! Unfortunately there are no other choices in my small rural town until Starlink reaches us, which is soon, thank goodness! Overpriced and SLOW. But best part is I have several properties on Air BnB, we sold our personal house and I called to turn off service to that house. I was very clear to ONLY turn off service to that ONE property. They of course cancelled all my accounts leaving my renters with no Wi-Fi. This happened outside of their “office hours” so I called first thing the next morning to only be told I have to wait 24 hrs to get service back. Twice I requested to speak to a supervisor and twice they said they would call back and nothing. I spent two hours on the phone with them and got nothing resolved and I’m now at 24hrs and still no service. I had to refund part of my renters stay. I will be closing all Suddenlink accounts as soon as new options are available.
4 years ago
John Sanger, TX
Worst company by far i have ever dealt with. Made numerous promises and never followed thru due to their internet never working. Never received gift card as promised, always some excuse but i was on auto pay since inception. Quoted monthly prices then billed 15 to 20 dollars higher. Wont let you cancel, just keep passing you around and making offers they know they wont come thru with as long as they can just keep billing you. I have never felt so scammed in my life, let alone their product doesnt even work which several technicians told me our area has tons of issues. Took my time to write this so people researching know what they will deal with picking these people over other choices. Dont fall for their promises!!!
4 years ago
Justin Neisser Fort Worth, TX
We have had suddenlink for about a year now and it’s been rough. When the internet is up and running it’s fast and great. Unfortunately that’s only about 6 to 9 days out of the month. The rest of the month is little to no service at all and my phone sounds like I hit the jackpot at the casino from all of the outage alerts they send me about my area. The one thing that I have payed attention to in detail is that since the day we got suddenlink is what I call their “scheme”. So out bill is due around the 18th of every month. Now from the 1st until the day we pay our bill the internet is good most days but every month, as soon as we pay the bill, the internet speed drops to almost nothing and remains there until the 1st of the next month. This whole country is like that. The internet speeds are directed to whomever companies want to kiss up to while the rest of us, who work from home and make money with the internet, money that’s put back into the community to “stimulate” it, suffer. We all pay out bills so that “Important” people can have our internet. For a country thats “prides” itself on this “all is equal crap”, nothing is equal. I get off my butt everyday and earn my living while half the country sits on theirs. And I pay for it. This is a third world country now. Has been since “hope and change”
4 years ago
Eric Sweetwater, TX
I have been a Suddenlink customer since 2007. never had a problem till this year.
when my daughter was about 2 she started using our iPad a lot. in my internet bill was a notice that we went over on date use. next month again. So I went to the office and increased our plan to unlimited date. Never gave it a second thought. Over the years had small increases in the bill nothing unusual. Till January this year and our bill was $475. I was shocked but okay I missed a bill or something. So I pay it. then started looking closer. We were hit with over $300 dollars in date overage fee.
Uh! What? we are on unlimited plan.
A long the way they dropped my plan WITH OUT MY KNOWLEDGE! Okay I am mad but what ever I need internet. Call them up wont do anything about the bill but will get me back on an unlimited plan. Okay every things good we are back square. Representative said you will not see any overage charge next month. WRONG! Bill is now $575. Call them up oh that was data used before you switched. I should have never been off unlimited, called you to get it fixed. At least drop this overage charge I already paid the previous one that should have never been in the first place. Geez! anyway I will be switching we have other providers.
Complained to my friends and coworkers apparently this is not an isolated incident numerous examples of billing issues.
4 years ago
Gary Upa St Louis, MO
It’s not Suddenlink but SuddenDeLinked! My complain is pending from last 7 days and none of the technicians visited so far! And that too, mine is business account! I wonder what they would be doing with retail customers!
I called up daily to take follow up on my complaint but each day got new complaint number and no resolution! And it’s just a call center agents who interacts with us! Despite of several requests to let me allow to speak with someone responsible, they failed to connect me! Once they took my number and assured me that I’ll receive a call back in next half an hour from a senior person; took me around two hours to realize it was nothing but a joke and a shear lie!
I spoke every day with different agents like Karim, Yousuf, Omar, Mo, Omar, Manar, Abdullah and more. I’ve the dates and interaction or complaint numbers from all of them. When I asked what do they do with old complaints once they give me new complaint number everyday; to which they said the TEAM will work on the closer of it! Well, TEAM just don’t suit this company for sure! CLOSURE of the company may be very soon if they keep treating their customers like this.
Each time they asked me to unplug the connection, wait for five minutes, connect and check 4 lights on Modem. Everyday for last 7 days I’m doing this and confirming the status with them that only first 3 lights stands steady and that too, goes off and comes back. And I don’t have the device visible on WiFi. So they reached the conclusion that my modem needed to be replaced. And the Modem is company’s property and not mine! But still, even after 7 days, it hasn’t been replaced yet!
The probable date is Feb 28th 2022 for the visit of technician!
Now, when I asked them why the technicians are not able to make a visit, their answer was “they’re busy with outage problem!” So I asked them is that too frequent, the outage? To my surprise agent Manar told me that in my area there was an outage on Feb 10/11/12/13/14/15/17/18/19/20/21/23!
Fantastic company! Now I understand why none of the superior wanted to be on call with customers!
God save this company and customers like me!!
BTW; I already applied for another company connection.
And if Suddenlink wants to confirm, I’ve the complaint or the order or request or interaction numbers given by the agents mentioned above!
4 years ago
Sallye Alling
2 years ago, 4 times in 1 year they said I was late and charged me. After the first time I made sure it was in the mail the next morning early. It took them 16 days to process my bill because of covid but I had to pay the late fee. I have never been late paying a bill! Last year I was charged data useful over my limit for 3 months earlier. When I called they "guess I had just used more". Friday I got charged $270 over my normal for data overage. Again I had paid 2 bills since this occurred Dec 15-Jan 15. I was told maybe someone had my password, they would take 50 off. I told them several times I wanted to cancel that day (Fri 18th).I was then told not until I returned their equipment. I have none of theirs, then I was told not until March 18 could it be shut down. Then I was put on hold for 10 minutes and I hung up. When I called back I got man that I could understand very well. He offered me a $90 discount each month for the next 3 months after I paid this, and then said "don't you have a friend, brother or kids that can pay it for you? " I live on social security and have a pretty routine life so how does this happen? Also you pay a month in advance so why couldn't it be shut off the day I called or at least this week? Another thing why wasn't at least part of it put on my bill that I paid in Jan because they say it started Dec15th.
4 years ago
Review Source
Susan Reinhart Boyce, LA
Wish they had a half a star. It's unfair to have to give this full star. I am currently going through some things with this company that have me fuming. My bill started at 115.00 for everything( not bad right),but in the last years as I understand inflation, I can't seem to wrap my head around this one. You see I pay (and I'm blessed to be able to do so) my bill each month faithfully with absolutely no late charges,(gain blessed). But now my bill with absolutely zero changes has went from 115.00 to 137.90 with no explanation. Also I have been repeatedly charged for a movie that I have already paid. In fact the same day as rental. I have all my receipts/money order stubs and bank statements also. As of now they are saying I owe them 291 and some change. Now how is that? I have my receipts so I contact customers service (absolutely no help) to get an explanation. They proceeded to tell me I have failed to make my last payment. At this point I'm boiling,I give them my receipt numbers and all and yet they still refuse to take off the charge for last month and proceeded to tell me I also now have a late fees😤😡 attached. Now get this when I gave them my receipt numbers they said oh no ma'ma you paid with a Visa card. I do have a Visa bank card but have NEVER given or used it with them so how is it they have my card number,I ask she says ma'am when you opened your account you used this card. This is true,but not since so no your wrong and, i did not give permission or make a payment with my card I've paid in money order since.Oh we will look into it,is her response. No you will remove my card and find my money order they can be tracked and I will be doing the same(my response). Well long story short I'm having to track my money order and I am looking into what legal actions I can take,due to my card information being used without my authorization and money being stolen from me. This is absolutely absurd to have to go through so much BS especially when you can't even watch a full show without the cable going out .
4 years ago
Ann Philadelphia, PA
I have not had internet service for 10 days. I work from home and have been using the data on my phone plan as a wifi hotspot. I ran out of hotspot data, so I had to pay for more. A technician was here last week and couldn't help me because it's Suddenlink's co-ax box on my house and their line to the drop that are the problem. Now I have an appointment for a crew to show up tomorrow. I have literally spent HOURS either on the phone or texting with someone named A Live Agent 😒 to get this far. The customer service these clowns provide is non-existent. The technician that came to the house was very nice and understanding, he just didn't have the tools to fix the problem. I've been in touch with A Live Agent twice to verify that the crew will indeed show up tomorrow, and have been assured that is the case, although A Live Agent didn't seem to have many details as to why the crew is coming. I live in Charleston, WV, and the county just signed a 5-year contract with Suddenlink and a 15-year contract with an in-state provider that wants to enter our market. Most people around here are SO over Suddenlink!
4 years ago
Don Theriot Dallas, TX
I’ve had Suddenlink for over 7 years and not by choice and the service has remained the same ever since. Extremely unpredictable and horrible. I’ve had over 10 different technician come out and give me 10 different reasons why my internet is slow or out. If the temp gets below 40 or winds above 15 mph the internet goes out. Suddenlink techs explained to me they know this is happening when the wind is up and temp are below 40. But nothing has ever been done to correct the issue. The monthly fee keeps going up but the service keeps going down. I am stuck with them without any options. If you have a choice between suddenlink and another cable provider go with the other.
DT
4 years ago
Linda Cline Hot Springs Village, AR
At first years ago they were good but since becoming Altice and Optimum and Altice USA. They are no good. If you have a problem you can't talk to a live person. There's no where to go in person. You get a machine to talk to. More than once they're billed me for features I didn't have. I have a balance of 500 and something for something I never had plus the late fees because I refuse to pay for something I never had. They turned my service and to me over to collections now I'm black balled. I can't get another provider because the unpaid bill shows up. There's no place to show them the proof I have on my statements. Now I'm going to have that on my credit for something I didn't do. I see there are a lot of people with the same problem. My neighbor told me to read about the Complient's about Suddenlink. Go to Facebook in search type computer club of HSV, when you get to computer club click on it then go down the page until you see the article about Suddenlink.
4 years ago
Matt Darby Truckee, CA
Suddenlink should be called SuddenDisconnection or perhaps SuddenDisappointment or most accurately SuddenFrustration.
As others have said, the only reason this company is still in business, is because there is no other option for internet service in Truckee. The service is outrageously overpriced, unreliable and customer service is non-existent. We're currently suffering through a 24 hour spell, during which our service has been out more than a dozen times. Calling 'customer service' means you get to listen to a prerecorded message about service outages resulting from a snowstorm which ended more than 2 weeks ago. We've endured years of similar experiences as long-suffering customers.
Given SuddenFrustration has a monopoly on service, there's no point complaining, or writing this review. It is at least, slightly cathartic.
We can't wait for Starlink to become available in Truckee! For $50 a month, we should get faster, symmetric bandwidth, vs $145 a month for SuddenAggravation. Let's hope some competition spurs SuddenFailure into providing a reliable, reasonably-priced service - or they will follow other failed businesses into the garbage dump of corporate history.
4 years ago
James Lapeyre Bryan, TX
Really unreliable. Internet goes out an average of seven times a day for anywhere between a couple of minutes and a half-hour.
To be fair, when he installed my Suddenlink Altice cable modem / router combo, the tech told me, "There's a known issue with this modem / router that basically it glitches out. You'll lose Internet for a few minutes to a half hour."
Wait, what? Why do you still use that product? Turns out Altice / SuddenLink are one company.
I'm going to try dumping their equipment and using reputable stuff. But the fact that they apparently don't care to fix this "known issue" tells me it's unlikely to make that much difference.
Customer service is ridiculously bad. Online chat is undertrained (if not a robot); telephone service is non-existent.
4 years ago Edited January 16, 2022
Darryl Pitcock Houston, TX
For nearly a year, to date, I've had to call Suddenlink Internet Customer Service to troubleshoot internet service disruption weekly. My internet goes out every day a minimum of 6-8 hours. In the mornings I have internet until around 11 AM and and that's it for the day. Sometimes it will come back up early afternoon but then always goes out after an hour or so. No internet the rest of the day and night until the next morning.
This issue started in March 2021. Suddenlink has been to my house for service calls at least once to twice a month until a month ago. Never found or fixed the problem. I then just gave up calling and purchased a MiFi from Verizon and pay a monthly fee for Internet service. This device is used for afternoons and evenings. If I had the time I'm sure I would have to call everyday.
4 years ago
J P Thompson Nixa, MO
Since Covid I need to work remotely, but my internet with Suddenlink is so "iffy" I can't use the internet, so I go to the office at night while there are fewer people to be around. I've called Suddenlink about a dozen times in the past week. One "representative" said he needed to research my area, and would call me back in 12-15 minutes. I'm still waiting for the callback - that was 5 days ago! I called again and was told that a service person would be at my house on Tuesday, January 11 -- he must be lost because Jan. 11 was yesterday and he is still a no-show! I'm trying to find another company to use, but I am in southern Missouri -- near the fastest growing city in Missouri, but no companies are interested in this fast growing area, or want our business! I would give Suddenlink negative stars if that were possible!
4 years ago
Lindall Johnson Memphis, TN
I have been a suddenlink customer for several years, because I've had no other choice for broadband Internet. Thank God, that's changing next week I'll never have this garbage service again. Their rates are too high, their customer service is worthless, it takes weeks to get anyone out to solve a problem, and they refuse to credit you for time with no service. Any time you call its literally hours of your time wasted restarting the modem 44 times. Then it's 2 weeks to get someone out to look at it and tell you they'll have to come back next week because the parts are not on the truck. DONT SIGN UP FOR THIS GARBAGE!!
4 years ago
David Dildy Bossier City, LA
WOW, what a bunch of goofballs. I ordered Suddenlink in May, 2021 with a scheduled installation date of May 4, 2021. Order confirmation number is 29227785. Check it out if you dont think this is real. I was supposed to receive a $200 Visa gift card with my subscription. It has now been EIGHT MONTHS and still no VISA gift card. All I have received is spotty service, dropped pictures and sound, and when you call to try and talk to someone, you get some goofball in Franc that speak American English language. If you are thinking about cable services, thaink again before you order Suddenlink.
4 years ago
Sergej G Dallas, TX
There are good internet providers, there are bad ones and then there’s Suddenlink. They are truly in the league of their own.
We have moved to a new home October last year. It’s a new construction and is out of the Suddenlink coverage. When I called them to disconnect the service at our old place, they asked if I wanted to transfer it to a new one. I agreed and submitted a request for cost-to-build (basically paying to get connected to a nearby Suddenlink fiber line that runs in neighboring community close to our home.
A couple of months passed. Every time I called, they would transfer to a different department, yet nobody seemed to know if or when I would have my estimate. I spoke with customer care, residential sales, engineering dept, etc. Nothing.
In February upon one of my follow-ups I was advised to try to run through business department. I have a home-based business, so I said sure, that’s fine, I just want the service. A guy from business department (Stephen), called and spend thirty minutes telling me how great he was at his job and how many happy customers they had. He seemed unfazed when I repeatedly told him that I was out of coverage and needed my own line built in order to get connected. No worries, he said, we’ll get the tech out asap and get you going.
A technician came out a few days later, looked around and said “You don’t have the line, do you? Why would they send me here?”
The best part came a few weeks later. Still hoping to receive a follow-up/cost-to-build estimate, I got a piece of mail from Suddenlink. It contained a two-month bill for business internet service package. The service they couldn’t provide in the first place.
It’s now December 2021, and it’s been over a year since I submitted my first request. They are still “working on it.”
I understand that right now Suddenlink has pretty much a monopoly on high-speed internet in Tyler, Lindale and other parts of east TX. However, I hope the time will come when an actually decent company/ies will take over Suddenlink’s market.
If you can help it at all-steer clear from Suddenlink. Period.
4 years ago
Kathy Holland Muskogee, OK
I wish I could give it zero stars. Awful and expensive. My son has Cox cable a few miles north of me, he pays 60.00 for the same service I pay 133.00 for. And they inch it up a few dollars every month. Sudden links business model is to get everyone paying for unlimited. If you go over their precious data caps, you pay out the wazoo.
And their connectivity sucks hard. You will go months with it going off every day. They come into a small town, buy out an existing company, and start jacking up those prices because they have no other choices. If there was a choice no one would use them. They left my line laying on the ground without burying it for six months. Finally after the neighbors cutting it when they mowed several times, they FINALLY got off their lazy butts and buried it. They doubled dipped on my payment this month, now I'm overdrawn. Thanks man. Perfect time of year to be broke. I hate them with the boiling hot hatred of a thousand suns.
4 years ago
Devonia Barbee Fort Worth, TX
This is the worst cable/internet service I’ve ever had. The internet and cable services goes in and out all the time. The CSRs don’t know anything. If you call and ask for a supervisor, they’ll tell you the supervisor will call you back in 24 hours. I have 4 tvs and 4 devices in my home and they crash on a daily basis. You call them and tell that your services is messing up, they don’t want to credit you for the days your service has been out. This company sucks. If I could give them ZERO stars, I would. If I could get another cable company in my area, I would. The prices are ridiculous for this crappy service. Run away as quickly as possible. Choose another cable service to avoid this headache of a company
4 years ago
Gary Griffith Abilene, TX
horrible company. First, I was offered a price for life, but that did not last. Without notice, if you have to make any changes the price for life goes away. The discounted prices disappear over time. the bill increases $10 to $20 each month. Internet is only intermittent at best. Up and Down all the time. Called the customer service and got the standard check this. check that. Unplug the device. Restart your computer. Did the do this do that routine for over an hour with no change. Got told you're up I can see your Modem. I had no internet. The lady on the phone states, "it must be your equipment and scheduled technician to come out. Was promised a Suddenlink supervisor would respond. 4 service calls later over 3 weeks to get an actual Suddenlink technician. Who determined that nothing was wrong with my modem. The issue was with the service line in the alleyway. The signal was too noisy which caused the internet to not work due to too many lost packets and corrupt data. Which also caused the intermittent issue with the Cable service as well. Two days later a service technician was seen in the alleyway working on the service line. Abilene Tx is being held hostage to Suddenlink, due to the city not having any other high-speed services available. I am certain Suddenlink would lose at least 1/2 of their customer if Abilene had anything else available. Where are Vexus and ATT fiber? If at all possible stay away from Suddenlink. To top off all this drama... my bill has vent from about $100 to almost $200 in less than 6 months. As it was explained the discounts once price for life ended will slowly go away. Surprise!!
5 years ago
Marc Lord Flagstaff, AZ
Absolutely the worst company ever. I supposedly have the 1 gig service and pay $130.00 per month for this honor. I have never gotten even close to these speeds and am lucky to get 150MB on a good day. Lately, because they have oversubscribed my neighborhood, I get a connection that lasts around twenty minutes and then it stops even though my modem indicates that I'm still connected. I've had to restart my modem at least three times a day, so frustrating. Yesterday I finally broke down and called their so called customer support. I've done this in the past and have regretted it every time. They did the typical Suddenlink 'hose and close' routine, restart the modem, blah, blah, blah and sent me on my way with no resolution or admitting that they have oversubscribed my neighborhood.
5 years ago
Matt Wooten Columbia, SC
Elementary-appearing TV guide (looks like the original Nintendo) with limited channels in TV package compared to other companies. Awful customer service with wait times at least an hour. The customer service agents will present themselves in a pleasant manner, but blatantly lie to you - will say they resolved your issue, but you will later find out that it was not resolved. I got charged an extra month even though I returned by equipment on time. I called customer service to report this issue in which I was told it would be resolved, but once again it was not. I was presented with a bill from a collection agency that I should have never received. SuddenLink is the worst cable/internet company and one of the worst businesses I have ever encountered. I hope they crumble soon which will greatly be a benefit to the citizens of Greenville, North Carolina and any area that is forced to have SuddenLink as their service provider.
5 years ago
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.
5 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!!!!!!!
5 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.
5 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.
5 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.
5 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!
5 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!!!!!!
5 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
5 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.
5 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.
5 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.
5 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.
5 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.
5 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!
5 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.
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
