SuddenLink Customer Service Issues

I recently relocated from Havasu City, AZ to Kingman, AZ using your moving service a month and a half ago. The setup for my internet and 2 TVs required three different technicians to visit. After noticing a $60 service fee on my bill despite having a service plan, it took three customer service representatives to have it removed. Following my complaint in a survey about the poor service, I was contacted by Amanda Sullivan, Operator 93X, on 04/01/[redacted] at 12:07 pm. She offered a package containing all channels except Cinemax, home phone service, and high-speed internet for $[redacted].13 plus tax for 24 months. Despite her assurances, setup delays persisted as communicated by Amanda on 04/03/[redacted]. Subsequent follow-ups resulted in conflicting information and a revised offer of $[redacted] plus tax for 12 months by an employee named Itreicd, emp number 41K. Frustrated by the lack of resolution, I am considering switching providers.

I am experiencing difficulty connecting my Samsung Android phone to the Suddenlink server after a recent Samsung software update. I tried the instructions on the Suddenlink website without success, receiving a message stating the server was unresponsive. I then attempted to replicate the settings I use for my desktop MS Outlook connection to the Suddenlink server but encountered the same issue. Although MS Outlook works fine, my wife, who uses a T-Mobile Android phone, can forward emails to me but emails she initiates from her phone do not reach me. I utilize a POP3 server while my wife utilizes IMAP, and she seems to have temporary success connecting to the Suddenlink server.

I am a new customer handling my granddaughter's bill that is charged to my Capital One Visa Card. I signed up for the service in March with a set fee of $50.00 and a monthly charge of $88.49 for wi-fi and cable. Unexpectedly, I was billed $[redacted].66 on March 25th. I am looking to cancel the service and receive a refund of $76.17 for the overcharge. There has been no invoice or explanation provided, and I have been unable to reach a human customer service representative by phone or mail as only automated responses are available. To address this issue, I need assistance in canceling the service and obtaining a refund to my Visa Card. Thank you, Dollie June Clement.

For the last 4 months, my family has been unable to watch most of the shows we enjoy due to poor service. Despite having 4 technicians visit us during that time, none of them were able to resolve the issue. I've been paying a significant amount for a service I'm not receiving. Thankfully, I managed to improve the situation by disconnecting one of our TVs, allowing my family to watch their shows without interruptions. However, the Wi-Fi service that the kids rely on for their game systems is still too slow. I'm currently paying for the best service available, but I'm not experiencing it. It's about time I receive a substantial discount and have my bill reduced until the problem is completely resolved. I value my subscription with Suddenlink and wish to continue, but the current level of service does not justify the cost I'm incurring.

I recently lost my computer and had to purchase a new one. Unfortunately, I am unable to recall my password that was saved on the old computer. Now, when attempting to log in on the new computer, it prompts me for the password that I've forgotten. Additionally, I am struggling to remember the answer to the security question I set up many years ago. Despite it being supposedly easy, I have attempted numerous combinations with no success. I am feeling exceedingly frustrated and in need of assistance to resolve these issues.

On March 25th, I attempted to upgrade my internet speed from [redacted] to [redacted]. I was advised that my current modem could not accommodate this upgrade and was directed to collect a new modem from the home office, which I did. Following the replacement, my phone line ceased functioning. Despite reaching out multiple times and having technicians visit my home on three occasions, the issue remains unresolved. Each time I contact customer service to inquire about the status and lodge a complaint, I am informed that they are unsure of the problem and assured a callback, which never happens. One scheduled technician visit provided an impractical window of 10 AM to 8 PM, only to have the technician not show up, with the company later denying any appointment had been made. During the initial technician visit, a comment was made suggesting the company had caused me inconvenience. I am still without a working phone, with no clear understanding of the issue. I am disheartened by the lack of service and communication from your company, prompting me to consider seeking a new service provider if the matter is not addressed promptly.

I mailed a check on March 23rd after your Ozark, MO office closure. The check was not posted by April 13th, resulting in a $10.45 overdue notice and the internet being disconnected in error. With a credit score over [redacted], I assure you I am diligent with payments. The bill was due April 2nd, allowing ample time. The busy COVID-19 service message was concerning. Please credit my account, refund any applied credits, and rectify this issue promptly. I've been a loyal customer for 8 years, never missing a payment. The internet disruption has caused inconvenience and will take hours to resolve. - D. S. Nixa, MO [redacted]

My name is Utumoe Leauma, and my Suddenlink account number is 07[redacted]63-01-05. On March 1, [redacted], we paid our March Suddenlink bill, which was not due until March 17, [redacted]. The bank confirmed the payment cleared on March 6, [redacted]. However, the payment was not credited, and a $10 late fee was charged. Despite multiple calls to rectify the issue, it wasn't resolved. For April's bill due on April 17, [redacted], we paid on April 14, but it cleared the bank on April 20, [redacted]. Due to this delay, our account shows delinquent, and our service was disconnected. We have tried reaching out to several representatives with no success. We would appreciate it if someone could investigate our account, apply the payments correctly, and remove the late fees. We have always been prompt with our payments and find this situation frustrating.

My service is currently past due, but I've already received an extension until May 13th due to the coronavirus. I've been trying to reach out to remind them, as advised by the lady I spoke with. Unfortunately, I am unable to get in touch with anyone, and my service is not working. I am a mother of 3 sons and a disabled 32-year-old brother. With my kids at home all day, we rely on this cable and internet service. I am waiting on stimulus help and will pay my bill as soon as I can; however, I'm struggling at the moment. Please check the records for the extension until May 13th. Kindly email me as soon as possible. Thank you.

We have been experiencing issues since the beginning. Initially, we had no TV for two days followed by an ongoing lack of phone service for over a week and a half. The first technician replaced the box but did not resolve the phone problem. Moreover, the technician inadvertently took the original box with the memory card needed for pausing live TV, causing an additional complication. Subsequently, the following technician failed to appear despite claiming to have done so. Our service was even disconnected due to an unknown scheduling error in technical support. Fortunately, the subsequent technician managed to address the TV pause functionality issue, but we now face an unexpected $60 technical charge alongside the persisting absence of phone service. In just over a week with Suddenlink, we have accumulated a bill of $[redacted], no phone service, and a significant unresolved issue.

My name is Maurine B. and I have been in touch with Suddenlink consistently over the past week. For more than two weeks straight, I have been experiencing outages and streaks on my TV. Additionally, there have been issues with my phone where the other person can't hear me at times. As an elderly resident of Grand Court Retirement Home, being confined to my small apartment for the past six weeks has tested my patience. I am in desperate need of a solution. Please contact me at my phone number to provide recommendations. Please refrain from suggesting the issue might be with my TV sets, as both are experiencing the same problems. The frustration I am facing due to the poor service may lead to serious health implications. Thank you for your prompt attention to this matter.

1. I was charged $[redacted] for missing an appointment with a service technician. I had requested a call before the technician's arrival, which the customer service representative confirmed. Since I did not receive a call, I missed the appointment window by 20 minutes. 2. After cancelling one of my mini TiVo boxes, I was instructed to return it to the nearest suddenlink store. Due to the closure of the store in my area because of COVID-19, I couldn't return it. Even though the representative said they would cancel it, I am still being billed for the box. 3. After reviewing my recent suddenlink bills, I noticed a $20 reduction in my special discount and a $3.20 increase in the franchise fee. I haven't seen any service improvements to justify these price changes and would like an explanation for the discount decrease and fee increase. I believe I should be refunded for the missed appointment charge, as I was promised a call before the technician's arrival. Additionally, the $11 charge for the mini TiVo box that was supposed to be cancelled by the representative should be removed from my bill. I am frustrated with unexplained bill increases and unjust charges on my current bill that are not my fault.

We signed up for cable and internet with Suddenlink on December 18, [redacted]. We were informed that the early cancellation fee from ATT would be covered by Suddenlink upon providing them with the last bill from ATT showing the fee. I emailed the bill on February 25, [redacted], for $80. However, as of the latest bill dated April 26, [redacted], we have not seen the $80 credit deducted. Additionally, we were assured a $50 Amazon card, which we have not received either. Despite attempting to contact Suddenlink over the phone for three days, each call results in a busy signal. This lack of communication is frustrating, especially when considering our bill is on auto-pay and always paid on time. We expect to receive the promised credits and would appreciate a callback at your earliest convenience.

I am reaching out regarding account number 07[redacted]91-01 under the name of Norma Marsh. I have taken over managing this account. In January, I upgraded her service because the previous package was overpriced and subpar. Despite being persuaded to keep the more expensive plan, I switched her to a better package at a 40% discount. Despite already paying nearly $[redacted] to Suddenlink this year, I recently received an email claiming she owes $[redacted] for two months, which is inaccurate as I settled the bill on 3/27. Unfortunately, Ms. Marsh passed away on 3/20, and I terminated her services in mid-April. Despite my efforts to return equipment to Suddenlink by visiting their office, which seemed closed, they failed to collect it twice. To demonstrate good faith, I made a $50 payment towards the bill today. I will no longer attempt to return the equipment. Suddenlink needs to contact me to schedule a mutually convenient equipment pick-up time. Please reach out via email or phone at [redacted] to coordinate. Thank you. - Lande Hoffman

I experienced a Wi-Fi outage for over three months at [redacted] Hunt Club Circle, Galena, MO [redacted]. After finally having my service restored, I have been working on getting credited back for the outage for almost a month. I have been promised a credit multiple times within 24 hours but have yet to see it. With my bill due, I have disabled auto-pay as I should have three months credited. Please address this promptly and provide a credit for three months on my account. If I do not receive a response within a week, I will have to escalate this by contacting the BBB, FCC, and the Attorney General’s office. As long-term customers, we expect better customer service. Thank you - S. Love

We agreed to include cable television with our internet service, which waived the installation fee. On April 9th, a technician dropped off the cable box but didn't complete the installation. We encountered difficulties setting it up and after contacting support, a technician visited our home. The technician identified damaged wiring at the pole, which he replaced. Despite this being an issue from the initial installation, we were charged $60 for the service call. If the first technician had properly set up the box, he could have resolved this issue during installation. Would I have been charged for this service call if the initial technician had addressed this issue from the start? If not, I kindly request a credit for the service call fee.

I experienced difficulty accessing my email account. Despite contacting technical support multiple times over three days, my issue remained unresolved. I requested an onsite check of my router, but upon inspection, no issues were found. Following a call confirming no problems on my end, there was no further follow-up on the matter. Subsequently, I spoke with a technician named K.A. on either 5/4 or 5/5, who assured me he would investigate. To my dismay, it appears that all my emails were mistakenly closed or deleted using my personal information. This incident has been escalated today (5/6) for review with no feedback received yet. I am concerned about the security of my personal information as this may signal a breach. The last email I received was dated 4/27/[redacted], and despite reporting the issue on 4/28, 4/29, and 4/30, no resolution has been provided. As a long-time customer, I expect better service standards from this provider to address this urgent matter promptly.

In April [redacted], I received a bill for Internet and phone services totaling $[redacted].72, an increase of $21.81 from the previous month. I attempted to contact customer service for three days without success. The voicemail system did not provide an option to speak to a representative, it simply ended the call. Online, I found no way to address billing issues, only options to add more services. Despite my payment being due on 4/25/[redacted], I made the payment but included a letter with my contact information requesting a call back, which I stapled to the front of the check. To my disappointment, no response was received. Today, I noticed the same amount of $[redacted].72 has been posted for the next billing cycle without any resolution to my concerns. Despite sending a letter with my payment, the only communication I received was a text message at 6:26 p.m. on April 23 confirming the payment processing for 5/28/[redacted], disregarding my request for assistance in the letter.

I am experiencing frequent disconnections with my wifi modem and require a replacement. The customer service has been disappointing, and I am unable to reach anyone by phone or in person due to the store closure. Since Altice took over, the service quality seems to have declined. It is frustrating not being able to get a hold of a live person for assistance. After being a loyal customer for over 25 years, this level of service is unacceptable. Unfortunately, there are no other service providers available in my area.

In the last six months, my Suddenlink bill has been increasing every month. I have been a loyal customer for over 15 years. Recently, I was charged a late fee despite sending my payment on time. The local Suddenlink office closed without notice, forcing me to mail my payment to the Philadelphia office. Suddenlink failed to inform customers of the closure due to the Coronavirus pandemic. Additionally, when my TV's "Black Box" malfunctioned, it took three service technicians three visits to diagnose the issue correctly, and they did not return the defective box as required. As a result, I was billed $40 for the unrecovered equipment. My current bill for April [redacted] is $[redacted].35, significantly higher than my usual $[redacted] monthly payments. I am only willing to pay up to $[redacted] monthly moving forward. If this cannot be accommodated, I may have to switch providers since the local office is closed, making it difficult to address billing concerns in person. I hope this can be resolved promptly, as I anticipate my payment may be delayed due to these ongoing issues. Please contact me for further discussion. - M.W. - 1-[redacted]