Suddenlink

In the months following my bill raised by about $20, and during the first few months I had wondered if it was because of the missed payment, so I gave it a little time and I didn’t pursue the issue at that point. But 7 months down the line I figured it’s safe to say that wasn’t the case, so I started calling their customer service line. The first time I made a call about it I had a terrible time trying to understand the operator because of the phone connection or their equipment. It’s a small point but I find it somewhat unprofessional that a communications company would have this issue. When I explained my ongoing issue with him the best he could do to explain the issue to me was that my bill had indeed gone up, but by his words it was a: “Sort of tax to help put money into the system and get better service for everyone”. I had received no form of communication that my bill would go up, and I feel that there is something inherently wrong in that.

Additionally I was not happy with the explanation I was given so I asked to speak to a supervisor. He did EVERYTHING in his power to dissuade me from pursuing that, and tried to stall me and began to lose his temper with me. When I maintained my position he put me on hold to speak to a manager and I was there for about 3 minutes before the call was ended from their side. So, I call customer support again. This time the call is clear and the gentleman I talked to was much more upfront about what was going on. He said that this is a normal thing, and that Suddenlink will raise the price on your service by about $15 every year, up to a certain price which was not made clear.

When I stated I was not contacted about the price change and would still like to talk to a supervisor about that, and the experience of my first call he was much more compliant. And after checking with his supervisor he said they couldn’t take a call just then, but he took my name and number and said he put in a request for them to call me back. A week has passed and I have received no such call.

Additionally, they program their call system to divert calls away from operators. Today I am experiencing service outages, and in an effort to gain some clarity for why, and when to expect it to return. I called their technical support line, and an automated system confirmed there is an outage in my area, then confirmed my name and number before saying the system would send me a text when service returns, and promptly said goodbye. When I tried to call again the system said a request for text has already been put in and that they would text when service would return to normal. While I understand that this system is designed to ease the workload of the call centers it is a little frustrating to encounter, and it doesn’t make me feel valued as a customer.

Lastly, around a month ago I received a call from one of their call centers in regards to surveying customer satisfaction, which is good. It feels nice when companies make an effort to ensure customer satisfaction, however, I live in a different state than which I purchased my current phone, and when I received the call it was linked to a phone number near my hometown. When I asked the rep why they were calling my from my home state when I receive service on the other side of the country, they said “Our call centers duplicate numbers from nearby towns based on the phone linked to the account, because people are more likely to pick up for a number they’re more familiar with”.

While I might be seeming petty about it, I find it somewhat creepy. I feel that companies should be transparent with their customers, and Suddenlink does not feel that way whatsoever. I will be looking for a new internet provider in the very near future. I gave them two stars for their internet speed. It’s fast but you pay through the nose to get it.

If I had another choice for service I would be changing it right now. I called 4 times (first 2 said a manager would call me back to authorize my credit no call back). The 3rd said she would give me a credit (but mysteriously got disconnected). The 3rd one said no way would I get a refund and I could not talk with a Manager. I would not do service with this company if you have another choice. They are charging me for something I never ordered. I call that Robbery!

I then spent the next morning and afternoon trying to get it fixed. Now they tell me I have to wait THREE DAYS to get my internet back up. No “I’m sorry this is completely our fault”, no offers to make it up, not even an offer to not charge me for the days I don’t have internet. I attend school as well as work from home, so now that’s three days I don’t get paid and don’t get to eat, as well as unfinished college work. These people do NOT care about their customers whatsoever and if I could freaking switch providers I’d do it in a heartbeat.

We are in the process of building a garage and NEEDED them to come out to connect a line from the pole to our house in the midst of this construction as we had already been without the internet for 3 days because of their errors. Simple right? WRONG!!! My husband's business depends on the internet and when the technician did not show up on its appointed day and time, we were promised they would come out the following day....so we sat around all day long and they didn"t show up.

What was worse, I called Suddenlink later that day and was told a technician came out, but they did not. So we called Suddenlink again with the only number we have which is the call center and the agent "Gail" was so rude, I could not believe she was talking like that to a customer. Not only did she tell our contractor that she could not get a tech out that same day, her snide remark of "It is what it is" was uncalled for. Then We asked to speak to the manager and was told that she was not in. As far as the "supervisor" we spoke to "Debbie" she was just as rude. She was yelling at my contractor, and told us there was "nothing she could do" to get someone out that day.

So after 4 calls to Suddenlink, I finally drove 30 minutes to town to see if I could get some help. I finally was able to get the technician out here on the Friday before the holiday, but it was so stressful just getting to that point. Suddenlink you need to revamp your call center employees and read the reviews you are getting because of them. THEY ARE HORRIBLE CUSTOMER SERVICE AGENTS!!!! So even when you call back and talk to someone who you think is sympathetic with you, beware! They tell you only what they want to hear, promise that they will have someone call you withing a 30 minute time frame and that never happens. Beware!!! Suddenlink is a joke!!!!

I called back about 2 months later and I get the WHOLE Circus again. Multiple people knowing nothing. I give them my account number by which was given by a Suddenlink tech that said, "Give this number when you call." They cannot find me, transfer me all over and nobody knows anything! I find the number to the man that set up the cost to build the first time, call him and now to my surprise, the price is now $2,700. If this is how I am treated now and I haven't even had service with them in over a year, I can't even imagine getting any help when we need it after spending $2700 to get the service in the first place. I sure hope Amazon comes out with their satellite service soon, because I will promote them and be their first customer and I won't have to beg for their service.

2.) I own and operate my own small trucking company. My wife handles still handles the billing and payroll for the company. Our business is heavily reliant on internet, email and fax, none of which are working now. Once again, we CANNOT wait 11 days to have this repaired.

ENOUGH! Either you can provide what you advertise, or you cannot. If you cannot, I'm sure your competitors can. If anything happens to my wife while our communication is out, the next contact you receive will be from my attorney. We are in West Virginia, so our provider choices are nearly non existent. If you live here, or are planning on relocating here, invest in a HAM radio so you can actually have emergency communication. These jokers are nothing but thieves.

When you finally get in touch with an attendant (in India) they are friendly and willing to help but they also want to check your modem. If you have a real problem they stumble through trying to figure out what the problem is and both times I have had this problem they have had to send an email up the chain to their supervisor and then call me back. I asked if I could talk to someone local in the United States and that was like asking to talk to the Easter Bunny. Suddenlink loves to take your payment but you better not ask for help. If there was another broadband provider in my area I would drop Suddenlink in a second.

I've been attempting to obtain service through Suddenlink for the last 3 weeks. They recently built out a Fiber network throughout my neighborhood. Their system keeps showing my address as serviceable even though it clearly is not. They have scheduled multiple appts for installation techs and construction teams to remedy the situation. (In total, close to 10.) Each of those appts has either been a no show with no call, Showed up only to tell me my address isn't serviceable or cancelled the appt. Each of these times I have been taking time out of my day to be available for either their 4 hour service window or all day for the construction teams.

I've ask on multiple occasions to speak with a Supervisor who can tell me what the hell is going on and they either fumble the call back and forth never connecting me, tell me one will call me back within 24 hours (none do) or put on their buddies who claim to be a supervisor and again do nothing to solve the problem or provide me with any useful information. This company is a plague and it appears they're alright with that. The Lead I spoke with who stated her name was Samantha ** (Which I'm sure is a fake name) stated she was the "Supervisor" proceeded to tell me I'm not important because I am not "yet" a customer. She commended Suddenlink and their efforts for attempting to provide me with service - totally ignoring the fact that 1. I still don't have service, 2. This charade could have been avoided completely if they have good information in their system. 3. and mostly importantly - they've taken up tons of my time!

It's not easy to sit and wait for someone to come out within a 4 hour window - that's a big window. But I've done it nearly 10 times!!! And their stance is they don't feel they've inconvenienced me at all. I just want the situation acknowledged and rectified but Suddenlink is lacking any sort of authority or employee with a conscience, moral compass, common sense or decency. Since I have not given them a dollar yet - I am able to be treated like **. Well, good riddance - You'll never have a single dollar from me.

The 'super' said she would take care of it. I never saw him or got a call back from anyone. I spent 5 hours on the phone Friday May 31 talking to different reps, getting cut off and never getting a call back! I made sure the rep had my number in case the call dropped so they could call back! They never did! Somehow my ticket was cancelled so they had to write another one. I couldn't get another appointment until Tues June 4! It was a terrible experience and I will be looking for a better company to deal with. I feel like these cable companies have a monopoly and don't care about customer satisfaction in the least! The only reason I have stayed with them is because of the service tech named Lee. He has always been very reliable, courteous and makes repairs quickly. Thank God Lee was also here for this repair! He is the best thing about the company but I'm done! Period!!

Getting even that info out of them was like pulling teeth out of an angry and pregnant tiger. And the experience of trying to cancel my service was just as bad, on top of getting lied to I had to sit on the phone for an hour listening to all these retention questions and then all these magical offers they could now offer me to keep me: half price service, half price service and one month free, half month service and two months free. Etc. If you could offer me such a sweet deal when I want to leave all you accomplished was making me feel like I was getting even more ripped off. To all potential Suddenlink customers: DO NOT DO IT!!!

I have been a loyal customer now for 12 years. In this 12 year period the bill increases and at times month to month. I called yesterday 6/4/2019 and spoke to a woman with a outside of country accent and the only explanation I could get is that my promotion of previous billing statements had expired and as of now they were not having any promotions. I had a DVR (basic Channels) and Wifi (Bare minimum data). I turned in the DVR and received a basic black box with programmed channels and now my billing statement is now 172.50 a month! This is what happens each month or year you have suddenlink as a provider. This company can never really explain the higher rates either when my service stays the same. Whatever happened to loyal customer, on time payments getting great service? Or do they hope you become a loyal customer who pays the bill on time so they can keep increasing knowing that you will pay anyway

I only signed up for internet service because I am barely am at home so I don’t need cable if I am not going to use it. I took the offer from Suddenlink because there is no annual contract plus if I was not happy with their service there is a 30 day money-back guarantee. This was a SCAM and a JOKE. Unfortunately that didn't work. I get my first bill. Instead of it being $71.50 my bill was $114.02. They have charge me for installation/activation fees.

I called on May 1st. Spoke to the rep Ashmed. He said he was not authorized to waive the fees and they were no notes on there to waive it but before he can help me that I needed to pay the $114.02. Unbelievable. Can’t talk to me on a bill I am questioning the charge on!!! So I did. So he told me he is going to escalated to a Supervisor which I should hear from them within 24 hours. No calls were done. Technical support was also useless and they tried to charge me $25 to send a Technician to my house to see why the internet was so slow.

I called back on May 13th. Spoke to rep Rachael. She again told me after explaining the situation she was not authorize to do the waive of the charges of installation/activation fee that she had to escalate to a Supervisor again. I would receive a phone call within 24 hours. No calls whatsoever. I am pissed and frustrated but they have the nerve to charge me late fees for nonpayment. I get a bill for $164.10. Oh by this point I am angry.

I called back June 3rd. I spoke to rep Michael. I explain to him about the issue and that I have already called previous twice and it has not been resolve. He told me that he couldn’t discuss my bill or make any correction on my bill until I pay the balance on my account. I told him HELL NO. I am not falling for that crap again. He was an idiot. He kept repeating to me that I need to pay my account. I refused several times. He just kept repeating the same crap over and over. What kind of rep they have working for them? Half of the time you cannot understand what the hell they are saying.

After demanding to speak to a Supervisor more than 3 times I was finally transferred. I refuse again. Finally he said he will transfer me to a Supervisor. I told him don’t try to even get another rep to pretend there are the Supervisor. I get a so called Supervisor named Kevin according to what he said his name was. After explain again the situation he says he cannot help me that he would have to transfer me to Sales Dept because it was their error when I got it install that they will waive the installation and that they had given me a $10 discount already. God help me! So I get the Sales Dept. A rep named John gets my call. I explain to him about the situation. At this point I am about to scream.

John tells me that there are no notes were made concerning my installation/activation fees being waived. I explain about the coupon promotion. He told me that since he couldn’t do anything about it because he didn’t have the coupon in front of him to determine if he can waive it or not that I needed to pay the balance to proceed. I refuse and told him that I wanted to disconnect my services. John tells me he has to transfer me to the Billing Dept because he is not able to disconnect my services which all this time I been trying to get but the automated won’t transfer me to a live person for Billing and I refuse to make a payment so the automated disconnects my calls and tells me to try again later because I didn’t respond correctly. Lord helps me!

So I get the Billing Dept. At this point I am speaking to a 4th rep from Suddenlink. I spoke to Mandy and she ask me why I was disconnecting service. I explain to her all that has happen for the last couple of weeks. Mandy tells me that is unacceptable and that she looked the promotion that was running in April and that it had free installation and no activation fee so to keep me as a customer that she can give me a $40 discount but she cannot refund all the late charges that has been apply to it but that she can escalated and write notation to let them know the issue that I have gone through to see if I can get all those charges waived but she couldn’t guarantee that they would reimbursed me for them.

Mandy tells me to make sure I make a payment before any more late charges be apply to my account and if they reimburse me for the charges that they will apply it to my next bill on my account at this moment I have to decide if I want to continue with internet services with a provider that doesn’t value as a customer. I cannot even explain how I feel right now with the hassle I had to deal with Suddenlink being a new customer.

While I waited I browsed to this website in hopes they would answer the phone so I could give them some sort of review that didn't slam them. Considering the call ended up taking 30 minutes for them to pick up I managed to type up plenty. Once I got on the phone with them I hit a area that had poor coverage and had to sit there as the tech asked if I was there a few times before hanging up... All the while I'm screaming at my cell phone I'm here. Worst company to do business with and your basically forced to use them depending on where you live.

Through 4 different phone calls over a weeks time plus 2 visits to the Suddenlink store they agreed to allow me to have cable service, but I could only get as they called it the old service, they couldn't let me have the new better quality service and DVR because I was not a new customer. When the bill arrived it was double what I was quoted. I paid the Bill and started to try to get the amount settled. Exactly 3 months after getting service, but job transferred me back to my home town, so I packed up all of my equipment and returned it to the store and the reps at the store confirmed that my service is cancelled. 2 months later I received a bill for services. They never cancelled my service but they did log in my forwarding address.

I called only to be told that they couldn't cancel my service, that someone would have to call me to cancel. One week later no call from Suddenlink. I just called them now and they said I am currently on a non payment disconnect and they can't stop service unless I pay the amount for the past 2 months with no service or wait 15 more days until it charges off and then I can call and request a credit. That is not acceptable so they transferred me to billing and I have been on hold for 28 minutes. This is absolutely the worst customer service experience I have ever experienced.

I recommend you research every other option on the planet before you do any business with Suddenlink. If they took over where I currently live I would sell my house and move to another area that did not have Suddenlink. Avoid them at all costs, you will regret it. To finish this review, I just finished a 61 minute phone call and my service has finally been canceled thanks to a rep named Elissa in tech support and she contacted both Stephanie and Shannon in other departments (Retention) and they are the ones to get this resolved. I'm finally done with Suddenlink.

However, when I input the address of the house which I just purchased as a residential property (and it is listed as such in every database I can find), it says it is a business address and the webpage will not further help. It provides a number to call for support, but guess what... IT'S CLOSED. I realize it's a holiday (Memorial Day), but no other major company is closed today, so how does Suddenlink get away with this? Not servicing their customers on a non-major holiday? Ridiculous. I loathe the idea of ever having to do business with them.