Suddenlink

I had not received a paper statement so I sent a payment in on 9/29 which was several days before I normally receive a statement from them. On 10/10 I called customer service stating the check had not cleared. She was very understanding and helpful. I paid online with a credit card and was told if the check clears call them and they would remove the late fee. The check cleared on 10/11 so I called customer service. They were going to issue a credit $10 less than my card was charged which I did not allow. I explained I was told when the check cleared they would refund the $10 late fee. Today I was told that was not possible. This is the worst company I have ever dealt with and will not continue with them. I will make arrangements with another provider as soon as possible.

Disservice agents are mostly rude, unhelpful and will even hang up on you. Either that or transfer you to another department. One told me, "we’re working on your problem". I asked what the problem was, she said, "I don’t know, there’s no outage reported." Local office phone numbers are unlisted or if you call you are relayed to a call center that could be hundreds or even thousands of miles away. Effective immediately I’m shopping around for a different provider. Enough of this horrible company that does not care about customers!

Please understand this is a 10,000 foot comment on how useless this office is but you should get the picture. I managed people for 41 years and I can spot a person making time and not making a contribution within seconds of talking to them... their response, actions, and body language. With all this, I had a weak moment and added Suddenlink Security. Go figure! It took 2 weeks to get the installation because the local office in Winnfield did not do their job. My wife called Suddenlink customer service who actually handled the scheduling of the installation. We got our installation as scheduled on a Wednesday. The technician showed up without a battery for the base unit. No problem unless we lose power at which case it will be a total reprogram of our entire system. You would think there would be urgency on the part of the technician to return the next day with the battery but he said he would come back the following week!

Within 24 hours we had 2 sensors that were not reading. We again called corporate customer service knowing we would get no action locally. Their response was that they would send out a technician the following week! My wife went wild at this point. Why did we get a security system if it has already malfunctioned and Suddenlink will check it out the following week! My wife demanded action or they could get the equipment and we would change our service to Dish or DirecTV. The CS agent then said a technician would come Saturday... a day and a half later but we agreed. They were to arrive between noon and 2 pm Saturday. We cancelled a trip and stayed home for this appointment.

At noon on Saturday, we checked the online CS line and was told they moved the appointment to 2 pm to 5 pm that day. At 5 pm, my wife endured talking to the computer and finally got a human after 10 minutes. This clown was so disrespectful and rude to my wife but she handled him. He said the appointment was for Monday but we were told repeatedly it was Saturday. This goon needs to be fired as they at least need courteous people manning their total lack of customer service "Customer Service" phone service. I could go on and on with greater details of total lack of service but you should be able to get the picture. Evaluate your choices and choose wisely. We certainly did not!

We finally requested that a technician come out. His equipment confirmed that that day alone we had lost service 17 times. He also said that there was a neighborhood problem that they were neither able to identify nor fix. (After talking to friends and looking at online reviews, the problem is not just the neighborhood - it's the whole area.). Then recently our phone company offered high-speed DSL. I switched everything over to them and called to disconnect with Suddenlink. They wasted no time getting that in motion but because they are a "prepay company", they will not refund me for the 2 weeks or so left on my service month. Oddly enough, that $35 ticks me off more than anything else.

Their office workers are patronizing, rude, unhelpful, and totally uncaring. But then I probably would be, too, working for a company as bad as this one. I pay over $165 a month for lousy product and service. Lest you think it's only the cable, oh no. The internet goes out at least once a week. The phone will not work if the power goes out, even though they tell you when you sign up there's battery back up. I actually had to buy a cellphone just because of this wonderful Suddenlink phone service. The problem is they have a modified monopoly where I live. Switching means giving up some of the few channels I do watch. I enjoy them when I can watch with no problems (rare, indeed). I've seen Suddenlink's insulting responses to the reviews on the BBB site. They are programmed and spit out to look like they care a smidgeon, but since all the responses are the same claptrap, you know their "caring" ends at cashing their paychecks.

However instead of offering an apology or attempting to make it right in any way. I was told that I would just have to wait for the next available date. Even though it clearly was not my fault. I was also told that there was no one I could talk to that would tell me anything different. After everything I still ended up with another 3 days to wait and a very bad experience with their customer service. If there was a better option in my area, I would never go near this company again. They were terrible to me and my family.

The number they ask you to call when you first sign up for the service does have a human that answers, but they won't talk to you, because they are for those calling for service only. They tell to call customer service... And give you two numbers. The numbers you get from these humans are both automated and there is no option to speak to a representative. It's a very poor way of doing business. They are plenty nice when you're signing up, but once you're a customer, they are silent as the grave.

My reasons for needing to speak to an agent, have to do with receiving my first bill after the due date. I wanted to make sure I would not be charged the late fee. The tech came out and installed my service on Sept. 11th and they billed me on the 12th, due on the 21st. However, the bill did not arrive until after the 21st. I cannot reach anyone to discuss this issue. Also, the tech that installed the cable, draped a very long line across two driveways. The tech did a fine job of installing the service, but did not mention the cable across the driveway, that anyone would come out and bury it... And most importantly, that I would need to call and schedule this service.

Even after I called the tech back on his cell phone, he simply stated that they would send someone to bury it - not that I had to call and schedule it. After a week with no word from Suddenlink and the cable still unburied; I called and they scheduled the service for Wednesday, Sept. 20th. I was told because it was a gated community I would need to be home to let the workers inside. The arrival window was 8am to 5pm.

After waiting all day - no one showed and no one called to say why or reschedule. I called Suddenlink and an automated voice stated that my service was now scheduled for Oct.2 - three weeks after installation. No one called to tell me about this change... Explain anything... Or ask if that date was ok... Since unlike most, I have to be home to give access. In the meantime, the line, draped across 2 driveways continues to get run over multiple times a day, by me and my neighbors and is an inconvenience for the lawn service. I am actually surprised that the line has not been cut.

I also have phones with Suddenlink and they have been out for a week now. So I contacted them via live chat. I chatted with Blake. He told me they had no other calls in regard to this problem and that the problem was with my TV. I told him what the tech told me and he disconnected the chat. The service with Suddenlink is absolutely horrible and their service reps are rude and unknowledgeable about anything.

I then go to google and several of my fellow neighbors and ask about their bills. Which they never received. Well apparently the HD boxes are free for 2 years. So I thought I was good maybe a misprint on the bill. Well come home from work yesterday 8/8/2017 and guess what no cable. No cable in my apartment that has free cable because I was cut off over a box that Suddenlink said I had to have because they needed to be in some type of regulation in my area. So I call again to yet another call center where I'm told I'm being charged actually for the third box. Which again was never told to me that I needed to pay for.

Another thing that bothers me is I never consented to Suddenlink to use my social security number or old account information. Had I known that these new boxes we needed because of the upgrade I wouldn't of taken the boxes. I would of went to Dish since I'm a longstanding customer of AT&T and it's free for me to add Dish to my account. Nobody at Suddenlink offered to help me since their representatives were in the wrong for not communicating with their customers about the charges for these boxes.

I went to the local office and returned the third box which was never used all everyone kept saying to me was sorry there's nothing I can do for you. Marla at the local office actually had the nerve to question me why I asked for 3 boxes and why I didn't pay my bill. She never apologized to me for not better assisting me and actually telling me what she was trained to do. I spoke to 2 different supervisors and they weren't able to pass along any correct information which is part of their job, and I have to pay for their ignorance and laziness.

Had I been informed that I would have to pay right away for the third box I would of never taken it. I'm a single mother getting my children ready for school, I didn't need this extra expense. I'm trying to clean my credit up and I didn't want any new accounts opened in my name and Suddenlink opened the account without even a signature or even my verbal consent. But then again there's nothing no one can do for me...

I decided to drop my speed back to 50mb and changed my service. I was told I would be on plan that was $69.95 a month. I explained that my last change I was screwed by Suddenlink as I turned in my equipment as told on the day before my billing was changing cycle. Well they took the equipment and said my next bill would be $78 with taxes, etc. It came at $162. I called and like many the billing were rude and said I should have canceled before. I explained the local office told me how to do it and called from their office and was assured by billing rep that bill would be adjusted. I checked online and the bill was $230 for the next month, when I ask they said do not worry they had it adjusted and I owed $78. Just ignore internet. I made online payment of $78.

The next month it was $302 and again. I was told to pay only $102 for the correct amount. Even though I could not follow their logic and billing "madoff-enron" method of accounting, I again paid online amount told. I went on vacation and put my account on auto payment, you guessed it. I was charged $312 dollars that month. I just had them out again today at 2 pm for bad connection and the tech said the issue was bad connectors from the original install. I am now hoping that their service holds long enough to watch streaming shows and let me use the internet without reboots every 4 hours.

I have sent this letter to the Missouri State Attorney General office of Consumer Affairs and asking that they take action against Suddenlink. They promote fastest speed and reliability and provide neither. Having owned my own business for 30 years I can not understand their half ass approach to customer service and the rudeness that is tolerated by their employees to paying customer by corporate. I have conclude this business model is because they are in areas many other providers are not. They appear to pick and choose rate plans they feel are appropriate for that day.

I hope that you read this lengthy encounter with Suddenlink and shop for any other source for the services you need. I am currently canceling my entire service and going to a competitor that offers me the same for $70 a month, no contract and guarantee the rate for 3 years. What's up Suddenlink? You do not care about loyal consumers and their needs? Suddenlink does not give you a copy of the service ticket nor the number. I ask for an email receipt, which should be just minutes after the service but has yet to arrive, 9:40 pm. I went to their local office and they could not give me information regarding the service today. What is Suddenlink trying to hide? They never replied to my email request for service and just said in an automated reply, "Call us." Like sure, then be told by rude representative to reset my modem again!!! I ask 4 times for tech service and only got it when I went directly to the local office.

Finally, I figured the three years should be up, and called Suddenlink Business at 1-800-490-9604. The lady on the other end of the line informed me that I was just going month-to-month. At that time, I scheduled my Suddenlink Business line to be disconnected, well over a month before my next bill was due. In the process of setting up my new service, the Suddenlink Residential service technician had already disconnected the Suddenlink Business line the week before, and taken the equipment back to the local office in Many, Louisiana. Yet, the following week, I received another bill from Suddenlink Business.

When I called Suddenlink Business to inform them of this mistake, the operator was both unwilling and unable to make any corrections. Her attitude, which I assume she gets from the corporate management of Suddenlink Business, was basically, "This is the way it is, this is the way we've always done it, I can't help you with anything." She interrupted me, and talked over me in her attempts to assert her authority. That customer service representative needs to be retrained, and reminded that she is not a bureaucrat at the Department of Motor Vehicles. Personally, I would not recommend Suddenlink Business to anyone who has any other choice at all. The entire organization is unorganized, from their website to their technicians, and from the billing department to their customer service. If Suddenlink Business can't communicate between their own departments, how on earth can they offer a good communication service to the public?

I started Googling it and found that many people are paying $59 for a 200mb link. Yet others are crying because they are being raped for $69 or more for a 50mb link. I don't understand it. Don't forget that the unwritten hidden text says that after year one your unlimited data is no longer unlimited. You will have to pay $5 more to keep it unlimited. Furthermore, when you call they just give you the "there is nothing I can do to help you." They can't provide a pricing sheet. It's just based on your account. But what is it about one person's account that makes them better than me to receive a lower cost of service? This is the worst ISP I have ever had the displeasure of working with. Zero customer service. If you have other options, exploit them. This company is just plain terrible. If I had another option I would take it.

They set up an appointment for first available time which was today (Tues) and they would try to get someone out earlier and that I would receive a call. Never got a call. Called today to see about my appointment today and they had no record of an appointment for today. Really?! So, my 30+ minute phone call last Thurs was a complete waste of time... Hopefully, someone with Suddenlink will read this and discuss how to improve customer service. We resolved our problem with the help of a local friend. No help from Suddenlink...

They refuse to drop the charges like a normal business intent on ethical conduct would do. They threaten to impact your credit report for non-pay, which is illegal in this instance. So they practice illegal coercion. I have notified the Officer of Consumer Affairs in Austin, Texas of the illegal conduct. Friends, if you are in Texas and have a similar situation please contact the Consumer Affairs Office in Austin also. NO business, including Suddenlink, can delay billing you and then demand late charges from you. That is a form of extortion.

When the next few weeks went by & it came time for me to pay my bill for the month the credited amount had never been applied to my account & on top of that it showed that I owed $106.00 for the month, which didn't seem right knowing I've never paid over $53 a month. So once again I had to go through the phone process and talk to another representative. When the man got on the phone he told me the lady did not go through the process correctly and I was actually supposed to be credited $5 and some change. It is not that big of a difference in price but it just goes to show not everyone there is on the same page. The man tells me the online billing takes awhile to update and that on his side of the system it showed the correct balance and for me to just type in "other amount" and the online payments will be back updated soon.

The man said the reason for it showing me $106 owed was because it put my bill on there for the next 2 months and once again to just type in "other amount" and pay the correct balance. I thought everything was fine, my wifi was never disconnected so I never thought anything of it until today when I go to check my bill again and it showed the same balance of $106. ONCE AGAIN I called the customer service department/Billing and the lady that answered informed me that since I did not have the "safe guard" insurance plan with them for $5 extra dollars a month I was being charged $50!!! EXTRA DOLLARS on top of my monthly bill for a technician to come assist me to help me see what was wrong with the wifi the THIRD time I had an issue with it. I tried to express to them that I understood a fee for not having the safe guard but that I should have been aware of the $50 dollar charge if the issue was on "my end".

The lady who I spoke with which was supposed to be a MANAGER (who was very hard to get in touch with) proceeded to tell me that I was a liar & that she had it in her notes that I was fully aware that there would be a $50 fee, which is a LIE & since when is it ever appropriate to tell a customer they are lying? The manager nor the lady I spoke with before her were sympathetic towards my needs and they were the rudest people I have ever talked to in a customer service department and were very unprofessional. This company has the worst internet connection and they just get over on people. I went without internet for almost TWO WEEKS, & they only credited me $5 & some change on my bill and that was pushing it with them, but they had to come assist me with my internet ONE TIME for something that supposedly didn't work because of something on my behalf and they want to charge me $50 extra dollars.

Not to mention the fact that the technician said he was told the reason it did not work was because too many people were using it at the same time (such as neighbors) which is a lie because the person who was there when the tech got there said they never confirmed this with the tech, he assumed this was the issue due to him not being able to find any other reason for it to not be working so they just innocently agreed (not being aware of the plot twist fee). I would never suggest this company to my worst enemy... Not only does the service suck but the customer service/managers suck.

Further, I signed up for the e-bill process. Their system added 5 extra characters to my listed email address, so I never received the bill. They charged a late fee when I called to figure out why I never got a bill notification. They refuse to waive said late fee, even though it was their system that glitched (twice), making it impossible for me to get the bill since their system changed the email address I provided - twice, as I fixed it after the first month and then it happened again!

Will be cancelling this service soon and going back to DirecTV and AT&T for TV and internet. They may not have great customer service, but at least the actual service I'm paying for WORKS without need to constantly reboot every 10 minutes. Suddenlink is lousy internet and cable service and lousy customer service. Pick a different company if you have a choice. Pay a wee bit more for consistent connection and avoid having to deal with customer service. Oh, and the guy I just spoke to on the phone, while typing notes was groaning (I think he was mumbling, but it sounded like groaning) in a way that sounded like he was being pleasured while he was working. It was pretty gross.