SuddenLink Customer Service Issues

I was directed here to address my issue. Due to Hurricane Laura on August 26th, my house was destroyed and deemed unsafe. All belongings, including the Suddenlink equipment, are inaccessible under rubble. My bill increased from $[redacted].00 to $[redacted].00, likely due to unreturned equipment. We were advised not to enter the premises. I request understanding regarding the equipment's retrieval and request a waiver for the charges. I have been a punctual customer and await insurance and FEMA assessments before settling bills. Your assistance is appreciated. Thank you. Initials: E.M. Address: [redacted] Pinewood Dr S, Lake Charles [redacted].

I have faced multiple challenges trying to reach customer service. After several unsuccessful attempts, I finally spoke to a representative who unfortunately was unable to assist and even locked my account. Despite requesting to speak with a manager, I was left on hold. A technician visited my property and fixed a line cut issue, but the problem persists with all five TVs. I've consistently experienced issues with some TVs prior to this escalation. Our monthly payment for extra service doesn't seem to resolve these recurring problems. If this situation persists, we may consider switching service providers. Carol T. S. Home: [redacted], Cell: [redacted] Account: [redacted].

I need to express a concern about my internet service. The process of reporting issues is taking too long, with a lengthy hold time and automated services. Even after troubleshooting on my end, the wait time is frustrating before speaking to a representative. The frequent outages have become a major problem, especially with both my wife and daughter relying on consistent internet for work and school. The modem provided by your company had so many problems that we had to purchase a new one. The service interruptions have been so frequent that we've had to rely on our cellular data, which resulted in a decrease in hotspot speed. Despite multiple service calls, the issues continue to persist. I am scheduled for another technician visit tomorrow due to yet another outage. I ask that your company find a long-term solution to these recurring problems rather than temporary fixes. I value the service provided in the past, but if this continues, I may need to seek a more reliable alternative. Thank you for your attention to this matter.

I have had Suddenlink for over a year, starting with a special offer through Altice One. My plan includes unlimited internet, cable with 2 regular $11.00 boxes, and 1 $17.00 DVR box. It took 3 months to get the service set up because the technicians didn't complete the job properly, and I was charged for the $11 boxes from the beginning even though I didn't receive them until the 3rd month. My bill was supposed to be around $[redacted].00, but I was being charged over $[redacted].00. We have had issues with service interruptions every other week and difficulties when requesting a technician. We were even charged for a service call that shouldn't have had a fee. We have experienced multiple problems and have not been compensated for the service issues. Our internet is crucial for communication, especially for family emergencies and medical appointments. I need these recurring issues to be resolved promptly, or I will seek legal assistance. Please contact me at #[redacted], Amanda Harper. Thank you.

A worker from your company came to my home yesterday to do a repair and sexually harassed my wife while I was at work. We have already reported this to the police. The worker made inappropriate advances towards my wife, suggesting he would return on Monday to pick her up. He even tried to enter our bedroom. This behavior is unacceptable and reflects poorly on your company. The worker, who drives a white truck, spent over 2 1/2 hours at our house just to connect a TiVo device. My wife felt uncomfortable and wants our internet and cable issues resolved but is hesitant to have any more of your employees enter our home when I am not present.

I am looking to contact SuddenLink or my landlord regarding an issue where I have been paying $45 every month for cable that is registered under Dottie Parker or her husband's name. Despite informing my landlord and reaching out to SuddenLink multiple times to resolve this issue, it has not been rectified. I have documentation showing my payments to the Parkers and it totals around $[redacted] to $[redacted] that I believe someone owes me. This problem has persisted since I moved in on December 12, [redacted]. I am currently facing challenges as I am on disability and have limited mobility. Additionally, I suspect the water company is overcharging me. I urgently need assistance to recover my funds. It has been unresolved for far too long since now we are in [redacted] and I have been unable to get any help.

I have been using your service for a year now. After switching from AT&T, I signed up with the promise of receiving a $[redacted] Amazon gift card, which I never received. Despite making approximately 10 calls to your customer service, each representative assured me that the issue was being resolved. The latest update was that it would take about a month to process, but that was three months ago. I am considering filing a fraud complaint with the FCC. Additionally, there have been reported problems with your service on Channel 7 news. There seems to be a discrepancy in the dates you provided regarding changes made before and after my installation, as the date referenced was before I even became a customer. When I tried to set up EZPay, I encountered difficulties due to your software changes, resulting in constant busy signals and inability to reach anyone for assistance. I appreciate your help with resolving these issues. Thank you. - Dick B.

As a new customer, I recently signed up for internet and TV services with Suddenlink. I selected a package that includes all channels except for premium channels like Showtime, HBO, Starz, and Cinemax, as well as no sports channels. I have noticed that I am missing several channels like [redacted] Nat Geo Wild, [redacted] Smith-e, [redacted] Crime, [redacted] Insp-e, [redacted] Fuse, [redacted] GAC-D, and more. The technician provided a demonstration of how to use the TV and remote control; however, I did not receive any written instructions or a channel lineup. Being an elderly couple, we could really use some assistance. I hope to hear back from Suddenlink soon as I have been a bit disappointed with the service thus far. Thank you for your prompt attention to this matter. Sincerely, Robert M. Jr.

At my residence, I have two separate cable modems and full cable TV service. A Suddenlink technician visited last month and mentioned that my signal strength is being degraded by three splitters in my setup. The main line is split into a two-way splitter, with one leg going to a work computer and the other to a four-way splitter. From the four-way splitter, cables go to three bedrooms and the living room. In one bedroom, there is a two-way splitter leading to a computer and a television. Lately, we've been having issues with TV signal freezing and audio problems in the bedroom with the shared splitter. The computer in that room frequently hangs when using the Internet, sometimes getting 400mb download speeds and other times single-digit speeds despite paying for 400mb. The technician found good strength at the first modem but poor strength at the second. After contacting Suddenlink about installing a second line to my home for better signal strength, I encountered some issues with scheduling the service due to a lost phone connection and difficulties through chat. I've been a loyal customer for about 25 years and spend over $[redacted] a month on Suddenlink services. I need to resolve this signal strength problem by having a second cable/Internet line installed. Thank you for your assistance. Jack Mullins, [redacted] Elaine St., Victoria, Texas, [redacted]

I paid my bill to Suddenlink on September 29th, [redacted], but was charged a $10 late fee even though my bank records show it was paid on time. The customer service representative on the phone gave conflicting information about when they received the payment, which was frustrating as I had proof from my bank. Suddenlink's service has been disappointing, and the rep, Fatema or Fatima, was unhelpful and offered no resolution. I plan to file a complaint and will be switching to our local cable company as soon as they finish installing in my area.

My caller ID hasn't been showing up on the TV screen for at least two months. Even after trying everything I can do from home, the issue persists. The technician who visited said they need to send a signal from their end and put in a ticket for it. Despite calling repeatedly, going through the rebooting process, and getting reassurances of more tickets being submitted, the problem remains. It's frustrating to keep going through the same process, especially when I'm paying for a service that isn't functioning properly. I hope to speak directly with someone who can understand and resolve the issue without the usual runaround.

I reside in Lake Charles, and my home suffered damage during Hurricane Laura. At 84 years old, I had to evacuate to a nursing home two hours away. My daughter, M., canceled my Suddenlink service due to reports of continued charges during service downtime. The cancellation on 9/17/[redacted] confirmed a $0 balance. However, on Oct. 27, [redacted], she received a $[redacted] bill for unreturned equipment. I'm concerned whether the $[redacted] charge can be waived once the equipment is returned. Due to the long queues at Suddenlink, M. cannot wait for an extended period. Are there alternate options for returning the equipment? The community shares frustrations with Suddenlink's policies, causing distress among residents like myself. Ruth McDaniel

I've been with Suddenlink for 72 hours now and have faced issues since the installation tech was supposed to arrive. Despite wanting to avoid switching to AT&T, I'm frustrated with the support from Suddenlink. I'm trying to access the router management, but after two lengthy chat sessions and speaking with two phone agents - one who disconnected the call and the other who mentioned a fee for Premier support - I'm unsure about the service standard at Suddenlink. If this is the norm, I might consider switching to AT&T.

After relocating to DeRidder, Louisiana two years ago, I, a loyal Suddenlink customer of 12 years from Lake Charles, Louisiana, settled at [redacted] Franklin Road hoping to continue services. Unfortunately, I was informed that Suddenlink was not available at my new address. Surprisingly, I discovered that a nearby resident, a local politician at [redacted] Franklin Road, has had Suddenlink services for years. This inconsistency puzzles me as I am just three houses away. I kindly request equal treatment and the extension of Cable TV and Internet services to my address on Franklin Road.

I recently discovered an additional $80 charge for a service that was not performed. The scheduler did not inform me that there would be a charge even if no work was completed. As a retiree living on a fixed income, I have been a loyal customer for many years without any payment issues. Had I known about the charge beforehand, I would have canceled the appointment. The technician confirmed that no work was necessary and left without rendering any service. I was shocked to see the $80 charge in an email notification two days later. Despite assurances from customer service that the charge would be waived, it remains on my bill, with representatives stating it cannot be removed. I urge for the charge to be taken off my account promptly as I cannot afford the additional cost for a service that was not provided.

On October 28, [redacted], a technician from Suddenlink visited my home to relocate a modem. After assessing the situation, he suggested leaving the modem in its current location and running the cable across the floor. Two days later, I received an email claiming work was done, yet no changes were made, and I was billed $80. As a retired disabled individual on a fixed income, I cannot afford unjust charges. Despite contacting customer service numerous times, only when speaking to a self-proclaimed supervisor was I promised the fee's removal. However, upon following up on November 3, [redacted], I was informed that the charge could not be reversed, and no supervisor was available for further assistance. I simply request the erroneous charge be taken off my account. Paying $[redacted].00 per month, I am contemplating discontinuing my subscription due to this unresolved issue. Communicating through this platform is my attempt to seek a resolution, as my previous interactions with customer service have been unproductive and frustrating.

Hurricane Laura has affected my services, and I got my internet and phone service restored on 10/15/[redacted]. After visiting the Lake Charles office and receiving new cable equipment that did not restore my service, an appointment was scheduled with a technician for 11/2/[redacted] between 11:00 AM and 2:00 PM. Despite not showing up, I received three phone recordings warning of potential charges for a missed appointment. Luckily, I managed to reschedule for today, 11/4/[redacted], and this time the technician did arrive and fix the issue. I seek assurance that I won't be charged for my cable service from Hurricane Laura until now, and that phone and internet charges are waived from the hurricane until 10/15/[redacted]. The no-show on 11/2/[redacted] caused significant frustration for me, and I appreciate clarity on billing adjustments.

Hello, My name is Jini Li. I have two accounts with Suddenlink. The first account is located at [redacted] Railroad Avenue, Blue Lake, CA [redacted], with the account number being 07[redacted]20-07-7 and access code [redacted]. Approximately a year ago, a neighbor's delivery truck damaged the Suddenlink cable providing my internet service. Despite my immediate contact with Suddenlink, the lengthy wait times and lack of resolution persisted, impacting my online tutoring work. Technicians confirmed the cable was cut and could not be repaired due to policy restrictions. Despite efforts including city intervention, the issue remains unresolved, with payments continuing since September [redacted]. As an interim solution, I resorted to purchasing additional data and Verizon MiFi devices before ultimately relocating to sustain my schooling and work productivity. My second account reflects this move necessitated by the lack of service continuity.

I would like to report an issue I experienced with my internet, telephone, and TV service due to a service outage that lasted from August 12th, [redacted] to September 8th, [redacted]. I made numerous calls to the technical support department to restore service in my neighborhood as the external lines were ignored for weeks. Despite being promised a credit for the 28-day outage, I only received a partial credit of $13.22. Despite repeated calls and chats with customer service, the billing department has not acknowledged the credit owed to me. I prorated my October payment for the outage period, but the issue remains unresolved. I am deeply disappointed by the lack of transparency and follow-through from SuddenLink in addressing this matter. I have been a loyal customer for over 30 years and the treatment I received during this outage is unacceptable. I would appreciate speaking with someone to understand why the outage records were altered and why the promised credit has not been applied.

I dispute a service charge on my bill after experiencing a prolonged cable service interruption. Despite paying the bill over the phone, the cable was not restored, leading to a frustrating week without service. Upon contacting customer service, I endured a lengthy hold only to be informed that a technician visit was required to resolve the issue. Subsequent attempts via live chat yielded the same outcome—no resolution until a technician arrived. Notably, I requested a cable box upgrade during the live chat, but upon the technician's brief visit, only a call was made to reinstate my service with no box upgrade. This lack of follow-through on the upgrade, coupled with the service disruption and unresolved charge, has left me dissatisfied with the increasing costs and unmet communication.