SuddenLink Customer Service Issues

Subject: Account Termination Request To Whom It May Concern, I am writing to request the termination of my account under the username "graveyarderone" with account number 07[redacted]24-01. Due to personal circumstances, I urgently need this account closed as soon as possible. I have been facing difficulties reaching customer service through phone calls, experiencing disconnections, long wait times, and busy signals. I was advised to go online for the termination process, even though I understand that account terminations cannot be completed online. I kindly request confirmation of the account termination via email at [redacted] Your prompt attention to this matter would be greatly appreciated. Regards, Bonnie Harper

Around two months ago, I signed up for Internet services and got a splitter for our modem due to a split household. Initially, it worked well but then stopped connecting after a few days. Despite multiple calls requesting assistance, the only advice provided was to reset it, which did not resolve anything. The modem has been unplugged since then. Recently, a bill was received stating a payment was overdue, yet no prior notification was received, even after contacting to cancel the service. Attempts to reach a representative using the provided contact number were unsuccessful, leading to automated bill payment messages. The service provider was informed by someone I live with about the ongoing issue, but the problem persists. I refuse to pay $[redacted], including late fees, for a service that has not been working. Now, a debt collector is involved, compounding the frustration. I am struggling to reach a resolution as transportation is limited, and the situation is taxing. A prompt response is necessary for a resolution.

I am currently frustrated. While working on an online project, my internet suddenly went out. I tried troubleshooting by unplugging and replugging everything in, but still have no internet access. My account shows no overdue charges, and I have half a month left to pay. Upon calling for assistance, I was informed that my service was disconnected due to an outstanding 90-cent charge, which was news to me as it wasn't reflected in my online bill. I attempted to pay the 90 cents to restore service but was unsuccessful as I need to speak with a representative during operational hours. Unfortunately, I have to wait until tomorrow to have it reconnected, potentially during a busy period. This delay is frustrating, especially for such a small amount that I was unaware of. Please consider reactivating my service promptly. I am disappointed to have to wait an additional day to resume work on my project.

I have received a collections notice from “Sudden Link,” claiming that I owe money for a cable account. However, I have never had a cable account in my name, especially not with “Sudden Link,” a provider I have never heard of. Living in the [redacted] zip code for over 24 years, I have never encountered this company in my area. Any past cable services were in my husband’s name, and currently, we only have TV through the internet. It seems there may be a mix-up with another individual named Toni Naber in Waukegan, who is not me. I always maintain good credit and pay my bills on time, so I refuse to pay for a service I have never used. I ask “Sudden Link” to correct this error promptly as I am not responsible for this outstanding bill. Thank you for your attention to this matter. Toni E. Naber

Hello, My husband and I have been loyal customers of SuddenLink for years. We are currently retired and have a daughter and her family living in Argentina. We traveled there in January to visit them. Prior to leaving the U.S., we set up Seasonal Service with SuddenLink, which has allowed us to pay a reduced monthly bill of $23.17. Due to the unexpected circumstances of being stuck in Argentina indefinitely because of the coronavirus outbreak, we are unable to return to the U.S. SuddenLink is now looking to remove us from the Seasonal Service plan, which would mean being charged $[redacted].55 per month for services we are unable to use. We are requesting an extension of the Seasonal Service until we are able to come back to the U.S. We hope to resolve this matter promptly as discontinuing this service could lead us to consider terminating our contract with SuddenLink. Thank you for your assistance.

I joined Suddenlink a month ago, but the technician left wires hanging on my wall without completing the setup. They promised to send another technician the following week, but nobody showed up. Now, I have no cable in my bedroom and have resorted to using the living room setup. Despite being assured I wouldn't be charged, my first bill amounts to almost $[redacted], which I refuse to pay. To make matters worse, my cable and Wi-Fi in the living room are now cut off. I was told that notes would be added to my account, but the lack of service is frustrating. I'm considering switching providers, but I need to discuss this issue with someone.

I am extremely disappointed with the level of customer service provided by this company. There was no signal warning on my screen, so I tried troubleshooting online but found the FAQs unhelpful. After a 20-minute wait on the phone, I finally reached a representative with poor communication skills. Despite providing my cable box serial number, they claimed it was not in their records. I was placed on hold six times, each time for 2-5 minutes, and have been on the phone with Suddenlink for over 90 minutes. After being transferred to a technician, I ended up waiting an additional 45 minutes before giving up in frustration. The service interruptions and downtime are unacceptable considering the amount I pay. Reading customer reviews online revealed that many others share similar negative experiences. It's disappointing to have no signal, inadequate assistance, and little hope for improvement.

I am a new customer who scheduled an installation for internet and landline, crucial for my work-from-home call center job especially during the pandemic. Unfortunately, the technician did not show up as planned, and I have been unsuccessful in reaching Suddenlink customer service despite waiting on hold for over an hour and a half. Additionally, I switched to Altice Mobile and prepaid $[redacted] for two A20 Samsung Phones that were supposed to arrive on Saturday via FedEx, but they have not been delivered. Contacting Altice Mobile has been challenging as their only support has been through chat, where I was unable to obtain a phone number for assistance after an hour-long chat session. I am seeking to cancel this service that I have yet to receive, receive a refund for the phones, and I need this resolved promptly.

My Tivo box indicates it is not connected to the internet. I have checked all the cables and connections, and everything seems to be in order. The smaller boxes I have are working fine. It's interesting because my cable line runs from the pedestal, loops in the air, and then goes underground three feet away from the pedestal. Surprisingly, I haven't accidentally cut it while mowing. I have reported this issue twice before, and the technician mentioned he doesn't handle such tasks and that he would submit a work request to have it properly buried. Despite reporting it twice, no one has come to address it in a year. If I had an alternative internet option, I would consider cutting the cable. I have documented this situation and am unwilling to pay another bill until it's resolved. I am prepared to take legal action. It's frustrating to experience slow internet speeds with the current support system in place. I truly wish another company would surpass your services.

I have attempted to rent a movie on On Demand three times. However, each time I encountered issues such as the movie stopping or buffering. When I tried to report the problem, I was unable to reach a live representative, and the automated system did not provide me with an option to speak to anyone. The representative I spoke to today was dismissive and unhelpful, refusing to let me escalate the issue to a manager. I am frustrated with the lack of resolution and poor customer service I have experienced during these attempts.

Account: #07[redacted]84-02 I am concerned that I might be overpaying for the data I use with your services. I would like to easily access my current data usage within my account. However, I noticed that the last updated data usage information available is from November [redacted]. I request that the IT team ensures that my data usage is regularly updated and accessible in my account. Without this crucial information, I am unable to monitor my usage accurately or detect unauthorized access to my bandwidth. If there are any challenges in implementing this feature, please contact me directly. Thank you for addressing this issue promptly. Best regards, John G. [redacted]

We discontinued our Suddenlink service for the house we are selling in late April [redacted]. Following the online instructions, we printed the FedEx label and put all the equipment (modem, DVR box, remote, coaxial cable, cable connector) in one box. After a few days, we spoke with a customer service agent who confirmed receiving the modem but not the other items we shipped. We emphasized that all items were sent together, but she reassured us not to worry as they should all be processed. However, we have now been billed $[redacted] for the unreturned equipment. We wonder why, if one item was acknowledged, the rest were not recorded? We have since subscribed to Suddenlink services at our new residence, where we have been loyal customers for over 8 years. The charged account for the equipment is 07[redacted]11-01, associated with 25 Talladega Loop, Cabot, Arkansas. We appreciate your swift attention to resolving this matter.

Yesterday, a Suddenlink technician visited my home to switch our phone and internet service from Frontier. He was unable to finish the setup as he needed access to the attic. He promised to return today at 2:30 PM but did not show up by 4 PM. Despite not completing the installation, the phone ([redacted]) and high-speed internet are working fine. We are eager to settle the installation bill with Suddenlink, but have not yet received it. We still need to contact Frontier to terminate their service. Furthermore, during a conversation with Suddenlink, we were assured that we could retain our old number, [redacted].

I kindly request assistance in reviewing the account linked to phone number [redacted]. Despite my efforts to resolve this by phone, I am facing a remaining balance of about $[redacted].00, which appears past due. The issue stems from a misapplied payment of around $[redacted].00 that occurred in January. Ever since, my account has been incorrectly labeled as delinquent. I have provided proof from my bank statement that the $[redacted].00 payment was made to Suddenlink. I am seeking clarification on this matter urgently. I was unable to obtain a different customer service number as promised last night. As a senior citizen, I rely on this phone line and fear disconnection due to non-payment. I implore you to assist me in resolving this issue promptly. My daughter is also actively involved in seeking a resolution.

I contacted customer service last Saturday to address an unexpected equipment charge on my account dating back to when I canceled my cable subscription over a year and a half ago. Despite never receiving notification about returning the equipment, I was informed about the charge recently. Due to the closure of the local store because of Covid when I moved, returning it wasn't possible. I was promised a call back within 24 hours, which didn't happen. After following up on Tuesday, I was assured another call by 3 pm that day, but no one reached out. It's now Friday, my card has been charged, and I'm facing financial strain as a result. I've been struggling to reach someone for assistance and clarification.

My home phone number with Suddenlink is [redacted], and my address is [redacted] Lexington St, Seagoville, TX [redacted] in case you need to locate my account. Last month, I paid my account bill online and verified a few days later online that the payment had gone through, which it had. When I received my bill by mail, I was surprised to see nearly a $[redacted] charge for fees and a mention of a returned check, despite not receiving any prior alerts. As mentioned, I had checked online and confirmed the payment. Now, Suddenlink is attempting to charge me this significant amount for an issue that was not my fault. I've been a customer for years without such problems in the past, and this is especially challenging due to the coronavirus pandemic causing financial strain. It is impossible for me to pay this unjust amount when I fulfilled my obligations. I hope Suddenlink can address and correct this matter. If not, I may have to involve the FCC and file a complaint because this situation is unjust. I request that Suddenlink ensures notifications are sent in the future for such incidents and adjusts my bill back to the original amount to resolve this issue.

On June 10th, an R&L delivery truck pulled down my internet cable from the utility pole. I promptly reported the incident to Suddenlink, and despite their earliest appointment being scheduled for the 19th, no technician arrived. After several attempts to contact them, I was told there was an outage in my area and it would be resolved by 2 pm, which did not happen. I am still facing internet issues and have been constantly trying to work from home since mid-March, making a stable internet connection crucial for me.

I recently switched to Suddenlink for our TV service and have encountered some frustrations. Firstly, I was charged $45 for movies I mistakenly ordered due to my unfamiliarity with the remote control. Despite my explanation, they did not offer any flexibility. Moreover, I was billed for three service calls that I never received. The scheduled times were changed repeatedly, causing me to rearrange my plans each time and wait all day without the technician showing up. This repetitive inconvenience almost led me to switch to a different provider. Even after expressing my dissatisfaction to a representative, I didn't feel heard. While I will fulfill the payment, my overall experience has left me with a negative impression of the company, which I will not hesitate to share with others who inquire.

Due to a tornado on April 22, [redacted], we lost service. Despite receiving a bill for service through May 3, [redacted], which we paid, we decided to cancel our service on May 7th due to a series of bill increases and the lack of service post-tornado. After extensive time on the phone, we were assured our service was cancelled. Unfortunately, the Huntsville, TX store where we wanted to return the modem was closed due to the virus. We notified State Farm Visa about the issue, and they settled a dispute with Suddenlink in our favor. However, we recently received a bill for $[redacted].30 due July 17, [redacted], which we believe we don't owe as we have already returned the equipment. We are willing to return the modem to the Huntsville store if possible; otherwise, we request a postage-paid box to return it to another location. Your cooperation is appreciated. Thank you, Robert & Joy Guest.

I contacted regarding a service outage in my area and was informed there was no outage. Despite setting up a technician appointment later, the issue got resolved before the scheduled visit. I canceled the appointment twice, but the technician still called on the set day. He verified over the phone that there was an outage fixed in my area. However, I now see a $60 service fee on my bill from last month. I have called 8 times in an attempt to resolve this and haven't received the credit due. The representatives I spoke with lack the authority to help, supposedly escalating my concern to a supervisor. It's been a week of trying to fix this, and I am very unhappy with the customer support I have encountered. Kind regards, B. Joyce