SuddenLink Customer Service Issues

Hello, I’m Brittany Farley. I've had four appointments for cable installation and each time the technician never showed or called. Every time I call, I'm told they've escalated it but no one follows up. Even when I chatted, they couldn't reschedule for the next day. This is unacceptable. My husband works for Frontier and their policy is to prioritize missed appointments the next day. I'm frustrated and considering other streaming options. I need a resolution promptly.

My WiFi has been unreliable, going in and out frequently. Despite always paying my bill early and being a loyal customer, the service in my area, 56 BNW Lane in Prestonsburg, Kentucky, is consistently problematic. Others in town also face similar issues. I'm frustrated by the inconsistency of the service and believe some action should be taken to address this ongoing problem. When trying to locate my address, please note that it does not show up on Google Maps due to its unique location off the road. My name is Austin Osborne, and my account number is [redacted]-[redacted]03. I have tried reaching out before but was not satisfied with the response. I sincerely request that the service be improved so that we can rely on our WiFi without interruption.

Our cable service has been consistently failing throughout October, and as of 10/29/18, it is still not working. We have documented issues dating as far back as January [redacted], with intermittent service problems persisting all year. Recently, the service interruptions have become more frequent, particularly over the last 3 months. It is frustrating that while we are promptly billed, receiving credits for the downtime is a slow process. To even request a service ticket without facing a $60.00 charge, which seems unnecessary given the supposed lack of outages in our area, we are forced to sign up for an additional service plan. The service interruptions have been severe, with no service on weekends in October (Fri-Mon). For instance, the service would momentarily be restored on Friday evening, only to go out later that night on 10/26/18, repeating the same pattern on Saturday evening, and remaining out until Monday, 10/29/18, when it was finally restored at 8 PM after being out since Saturday, 10/27/18. I have been in contact with customer service multiple times, encountering both helpful and unhelpful agents. At this point, we believe our account is due for several credits. If this email communication is unsuccessful in resolving the issue, I am prepared to visit your office in person.

I am experiencing a service interruption due to a billing problem that I have been trying to resolve for over two months. Every time I call, I reach an automated system that prompts me to request a call back, but it always comes after office hours. I urgently need to speak to a representative today to prevent discontinuing my service with Suddenlink. I depend on this internet connection for my home office and it must be fixed promptly. I have been a loyal customer for years and expect better service. Thank you, Darren Hall

My recent experience with a salesperson promoting your services was promising at first, as they matched a special offer I had received. The bundle included high-speed internet, premium channels, Sports phone with unlimited data, all for a total of $75 per month with taxes included. I was pleased to find out about the $10 referral credit and the $[redacted] Visa debit card for bringing in a new customer. However, after installation, I am facing issues. I am unable to access most channels, the internet speed is slow, and I lack any account details or customer service information to troubleshoot. Despite reaching out numerous times, the salesman has been unresponsive and vague about the services and costs. I was assured they would handle any contract buyout and cancellation of prior services, but the current situation leaves me uncertain and frustrated.

I experienced issues with my bedroom TiVo box. After contacting support, they scheduled a technician for 9/10 between 1 pm & 5 pm. However, on the scheduled day, no technician showed up or informed us of any changes. I decided to take my TiVo box to a store myself. Today, on October 3rd, when checking my Suddenlink bill, amounting to over $[redacted], I discovered that the technician falsely claimed to have visited, stating we were not home or answering calls. It's frustrating to be charged an extra $80 due to false information. I always pay my bills on time and expect honesty from service providers.

I recently had cable, TV, and phone services installed at my residence on Main Street. Unfortunately, I've experienced issues with my TV service on multiple occasions since the installation. Despite a technician coming to fix the problem, it reoccurred today, causing me more inconvenience and frustration. I am disappointed with the level of customer service I have received as this is not the service I expected. I hope the service tech can successfully resolve the issue today and provide a lasting solution. I believe some form of compensation is warranted given the ongoing issues. I have not yet received an account number.

Since March [redacted], we have encountered ongoing issues with our service. Initially, our main telephone line fell, resulting in a loss of service. A technician temporarily fixed the line to our house until it could be properly replaced on the pole, but no follow-up service call was made. In June, it came to our attention that the line extended into a neighbor's yard. After inspection, we were billed for a service call despite the issue being related to your equipment and not our home's wiring. We have maintained sporadic service ever since, and I refuse to pay for a service call stemming from your end. Despite numerous promises that the matter would be resolved, we have not received any follow-up calls. If the charges for late payments and the unjust service call fee are not reversed, I am prepared to return the equipment. As a loyal customer for four years, I have never missed a payment. I have new service options available and although I prefer to stay with your company, I am willing to switch if necessary. Thank you for addressing this situation promptly.

Hello, Yesterday (11/15/[redacted]), a technician visited my home. During the visit, my dog, who is very friendly but unknown breed, was sniffing the technician's boots. The technician reacted by kicking at my dog, causing her fur to stand up on her spine, a normal happy response in her breed. When I explained this to him, he insisted on me putting the dog away, which I refused. He continued to argue with me and raised his voice. I felt uncomfortable with his behavior towards my pet. Despite the situation, the technician, named Brad, eventually changed his attitude. I believe his actions were unprofessional, and I would like to address this matter as no one should feel uneasy in their own home. Thank you, Jennifer Liang

I am experiencing a billing issue that needs to be resolved. Our cable service was unavailable from October 19 to November 13. Initially, we were informed it was due to an outage, but later it was attributed to a "single line" problem. Despite contacting customer service almost daily and speaking with around 5 agents, the issue persisted. Two service technicians who visited our home indicated that the problem was beyond their expertise. It was only on Wednesday, November 13, when a Suddenlink technician resolved the issue at the street level. We are seeking a correction to our bill due to this service disruption. Despite speaking with an agent on November 17 who informed us that she couldn’t assist and would escalate the issue to a supervisor, we have yet to receive a call within the promised 24-hour period. We would like this matter resolved promptly. The level of customer service provided by the company has been unsatisfactory. If alternative cable options were available in our area, we would consider terminating our service with your company immediately. This experience has been disappointing concerning customer service.

Subject: Account # [redacted][redacted]; Pam Y. I contacted customer support regarding my internet and cable service being down. Despite explaining it's a recurring issue not specific to my home but affecting multiple customers, a technician was dispatched, resulting in a $27.01 charge to my account. I explicitly stated I didn't require a home visit, only wished to report the widespread outage. I'm puzzled by this fee for a Suddenlink cable problem impacting numerous neighborhoods. I kindly request a review of this charge and its removal from my bill. Your prompt feedback is appreciated to avoid any oversight.

I am experiencing significant delays in getting my issue addressed. My ticket number is [redacted]4. The problem involves pixelization on live TV channels and voice dropping out for several seconds, making it impossible to follow dialogs. Waiting five days for assistance is not acceptable. I have concerns about the inefficient helpdesk as well. When contacting customer service, the hand-off between providers has been frustrating. I fear a technician visit will lead to further issues with my setup. It is essential to offer a way to transfer recorded content and settings when replacing equipment. The back and forth between support teams has been unsatisfactory, with ongoing problems left unresolved. I urge for a faster resolution or compensatory measures for the poor service experienced. My interactions with the company have been disappointing overall. - M.

I have been experiencing intermittent internet service for a while now. Additionally, my cable service has been poor, with frequent pixelation and interruptions while watching TV. I find it frustrating that I am unable to speak to a human representative when contacting customer service, as I keep getting automated responses. It seems like there is a lack of human customer service at Suddenlink, which is disappointing. I suspect there may be an issue with my connections, but it is difficult to address this without being able to have a real-time conversation with a person over the phone.

I am Rebecca C., and my account number is [redacted]-[redacted]09. I visited a Suddenlink office in Branson, MO yesterday to swap a malfunctioning router. I dealt with Ashley M., and the experience was extremely unpleasant. Ashley inspected the router, claiming it was broken, and refused to exchange it. When I mentioned renting the router, she abruptly stated they only offer rentals. Despite knowing that, I explained it should be covered under warranty as a rental device. Ashley rudely implied it wouldn't be covered due to alleged damage from being thrown at a wall. I arrived to replace a faulty router and was unjustly accused of damaging it. I have been a loyal Suddenlink customer for years, paying a significant amount annually, including a $[redacted] router rental fee. Despite the unit's functionality issues, I was treated disrespectfully and accused of dishonesty by your representative.

After PG&E recommended raising our lines for safety, I contacted SL on 10/22/18 to address the issue of lines crossing our driveway. An appointment was set for 10/26, but the technician did not return or provide an update. Subsequent appointments were made without our knowledge for 11/16 and 11/21, with no one showing up. Despite efforts to escalate the problem, including speaking with the Leadership team and numerous calls to the call center, the issue remained unresolved. The lack of communication and action from SL has been frustrating, with no clear resolution in sight. Disappointed with the handling of the situation, I am considering other options and exploring avenues for addressing this safety concern publicly. The negligence in addressing the safety hazard posed by the lines is concerning, and the disregard for customer service is disappointing.

I initially reached out regarding a general outage concern. It took several attempts navigating the automated menu before selecting the billing option to speak to a representative. However, upon doing so, I realized the call center staff lack details on the cause or timing of outages due to maintenance. Interestingly, they directed me to my local store for further information, only to discover it is located in a different state and the staff in my area are contractors. Feeling uneasy, I inquired about whom to contact for clarification, only to be advised to reach out to corporate via online chat, despite the irony of my internet being down. Unable to access the contact page, I resorted to searching for a corporate number online but found it disconnected. Frustrated by the lack of transparency and support for the service I am paying for, I am now here sharing my experience and seeking assistance to address these issues.

My service is restricted again before the due date. I am curious about the reasons behind this recurring issue. Also, can you explain why my bill is $[redacted].03? It is supposed to be the current bill for the due date on the 23rd. I requested to add services and inquired about the first available date, but I haven't been contacted yet. I wanted to add the premier service that includes a $[redacted] Visa gift card. During my conversation with your customer service representative, they assured me that adding it would be simple and free of charge including installation for the TV service. I would appreciate a prompt response to these concerns. Thank you, J. English

I ended my Suddenlink service on December 20, [redacted], returning all equipment to the local office. Despite only using the service for 3 days in the billing cycle from Dec 17th to Jan 17th, I was charged for the entire month. When I contacted Suddenlink Customer Service, they claimed I had an appointment scheduled for Jan 17th, the last day of the billing cycle, which I did not authorize. I requested a letter or email confirming my cancellation on Dec 20th, but the agent refused. I questioned their system showing a scheduled appointment on Jan 17th and asked for documentation of my Dec 20th cancellation, for legal purposes, but the request was denied. The agent also declined changing the cancellation date to Dec 17th to align with the billing cycle end. It seems unfair that Suddenlink is unwilling to adjust the billing for the 3 days of service I actually used. As a loyal customer for 8 years, I expect fair billing practices.

I paused my bill at $30 per month, but I was billed $41. Upon returning from traveling, I resumed regular service. Despite confirming with billing that my bill would remain $[redacted] monthly as locked for 24 months, the bill amounts to $[redacted] now. This has happened before. Despite an hour-long discussion with billing, who claimed $[redacted] should be the bill, I did not change my package. They insisted the higher charges were correct. After a supervisor transferred me to retention (closed), a "lead" said they couldn't help. I want to be removed from auto debit. I paid $[redacted] for two months when it should have been around $[redacted]. There is an approximately $70 overcharge, excluding the $11 hold charge difference. I've spent two hours on two calls dealing with this. Please fix it and let me know via call or email. Thank you, Chris N.

Dear Customer Service, I am currently abroad on a 3 year rotation at work, and had requested for my service to be terminated back in November. However, upon checking my account for the final bill, I noticed that the service is still active with a $10 restoration fee. I have not used the internet service for quite some time, and am requesting for it to be cancelled immediately. I am willing to pay any outstanding amount but would like the restoration fee waived since I do not wish to have the service restored. Due to the cost of international calls to Suddenlink, I would prefer to resolve this matter via email or fax. While I understand the importance of customer retention, I will not be returning to the US for a while and therefore need the service discontinued promptly. Thank you for your attention to this matter. Sincerely, Ryan L.