SuddenLink Customer Service Issues

To Whom It May Concern, I am writing to address the ongoing billing issues I have been experiencing with Suddenlink since October 16, [redacted]. Initially, I was informed by Ricardo that I had a positive balance of $25.36. Following my request for the cable to be terminated with Miguel, I was assured a monthly bill of $28.00, but was surprised to receive bills of $29.57, $[redacted].49, $[redacted].90, and $[redacted].50 on different occasions. Each time I called customer service, I was promised corrections and refunds, only to receive a bill of $[redacted].79 for May 22, [redacted], citing overages. This situation has been a nightmare for me as a loyal customer of over 20 years, always paying on time. I had to cancel my cable due to the unaffordable escalating costs. This latest bill is beyond what I can manage, and the late fees will only make it more difficult. I have always praised Suddenlink's services, but this experience has severely disappointed me. Sincerely, Linda M. Email: [redacted] Phone: [redacted]

I am seeking assistance with restoring my TV service promptly or arranging a cancellation to switch back to AT&T swiftly. I encountered service disruptions due to the recent flooding in Louisiana, causing my main TV to be out of service since May 29, [redacted]. After multiple calls to customer service, the initial representative refused to send a new remote and suggested I visit their office, which is inaccessible due to flooding and my age. Another representative attempted troubleshooting steps, leading to them finally agreeing to send a new remote. However, upon receiving the remote, I encountered difficulties with the setup process, leading to further frustration. Despite additional troubleshooting attempts, it was determined that a technician visit on June 14 was necessary. This experience as a new customer has been disappointing, and I will be sharing my feedback with others. In the meantime, I am relying on alternative viewing options while my main TV remains non-functional. Thank you for addressing this issue promptly. Warm regards, Wanda J. Grafton.

I am disappointed with the current internet speed I am receiving on my computer. Despite paying for [redacted] Mbps, SpeedCheck shows I am only getting 47 Mbps. I've attempted to address this issue through phone calls and chats with customer service representatives in India but have not found a solution. The technical questions asked during the chat sessions were challenging, and communication with the customer service team was difficult due to the language barrier. I am now seeking a technician to either come to my house and resolve the speed issue or provide me with actionable steps to improve the situation. I am hoping for a clear and helpful response, rather than being redirected again.

I applied for Lifeline twice and was denied on both occasions even though I provided supporting emails. The second time, I submitted all the necessary proof and the previously approved Lifeline application. However, Suddenlink still denied my application stating that my current address or phone number was associated with another Lifeline user. Last year, my daughter lived with me and had a Lifeline phone, but she has since moved and no longer uses the phone. I have confirmed that there are no active Lifeline products associated with my account. After reaching out to Lifeline without success, I was advised to contact my state's utility regulator. I have heard of others facing similar issues with Suddenlink denying their applications based on address discrepancies. Despite my frustration, I am seeking guidance on how to successfully obtain the broadband benefit that Suddenlink claims to offer. Thank you for your assistance in advance.

Hello, my name is Norma M., and I am a Suddenlink customer. Recently, my cable service was suspended due to non-payment. I understand that by paying the total bill of $[redacted].00, my cable service can be restored. However, I am concerned about the fluctuating monthly charges on my bill. I would like clarification on why the amounts vary monthly. I am aware of late fees and will return the equipment soon. I believe I only owe for the month of May as I have not used the service since then. In early June, I informed a customer service representative that I wished to discontinue the cable service and should not incur charges beyond that point. Unfortunately, the interaction was unhelpful with the representative insisting on payment without addressing my concerns. I hope for a more professional and helpful resolution to these billing discrepancies. Thank you for your attention to this matter.

I recently contacted Suddenlink to report my cable service being out. An appointment was scheduled. Later on, I found out the cable was out in my entire neighborhood. Upon informing Suddenlink, I was advised by a representative that since the entire area was affected, a technician wouldn't need to visit. I was instructed to disregard any calls about the appointment. Despite following this guidance, I noticed a $60 charge for a "missed appointment" on my statement. I adhered to Suddenlink's instructions to ignore calls regarding the appointment, therefore I am unwilling to pay the fee. I intend to pay my regular bill, minus the $60 charge. Kindly eliminate this fee from my account. Thank you. C. Burroughs

I recently dealt with a complaint and conversed with Nicole from management. Unfortunately, I was disappointed with her response to my situation. She advised me to speak with Ahmed Fayed and provided the number [redacted]. Upon contacting the number, they had no knowledge of Ahmed Fayed. This has left me feeling very dissatisfied with how my complaint was handled. Our issue began when my neighbor requested a service check. During the visit, the technician mistakenly disconnected my internet and connected my neighbor to my line, leaving me without service. Despite multiple calls, the promised same-day resolution never happened. Instead, we were offered a Monday fix, which we rejected, insisting on a Saturday morning solution due to the error being on their part. It was disappointing that this was not considered a viable option by your team. Despite requesting management, no one was available until Nicole called. The interaction did not go well, prompting me to seek a response from Nicole's superior. -Ashley Morris

Your customer service experience has been disappointing. We recently switched to a different internet provider and returned our Suddenlink equipment on 06/19/[redacted]. Despite this, we received an email that indicates we will be charged for service through 07/14/[redacted]. We are puzzled as to why we need to pay for services we cannot access since returning the equipment. Over the past two bills, our monthly rate has increased by a total of $40. Despite being told by "customer service rep" George that our "lifetime" rate had gone up due to overall rate increases, we are dissatisfied. Despite not following up on the first $20 rise, we experienced a second $20 increase. We have had issues with billing rates when we moved and dealt with "customer service rep" Ahhh Med last year, who lacked a supervisor. Upon requesting to cancel, the "retention" rep persistently tried to retain us with various offers, which we found frustrating. We are now being billed the increased rate despite not having access to the service since returning the equipment on 06/19/[redacted]. We expect our final bill to be pro-rated for the actual service received. We would appreciate communication solely regarding adjusting the bill to reflect the services provided.

Hello, I am Wade Williams, and I have been struggling with our fiber connection issue since February 1, [redacted]. Despite multiple requests, the technician who has visited our house cannot handle the fiber as it is another contractor's responsibility. This has occurred six times already. I am requesting a truck equipped with a cherry picker to re-run the service from pole to pole to resolve the issue. This is now the 7th request, and it is urgent as we cannot mow our property with the fiber lying across it. We require a box of fiber cable to cover the [redacted] feet distance and attachment to two poles at a height of 12-14 feet. Thank you, Wade Williams [redacted] [redacted] Lost Oak Cove Georgetown, Texas

I have been experiencing ongoing issues with the main cable box receiver, Account Number: 07[redacted]01-03-7. Despite multiple service calls within the year, the box continues to malfunction, impacting our ability to access programs and the internet. The secondary box, however, works fine. Whenever technical support attempts to rectify the problem, the main box completely shuts down, leaving us without cable for at least 5 days each time. Unfortunately, we are still charged for these days without service, causing me to miss workdays for our small business. The technicians never arrive within the scheduled timeframe. Today, after an initial appointment between 11am and 1pm was rescheduled to 3:45-4:45pm, we are still waiting for assistance. These continual disruptions have resulted in over 15 days without cable and 3 days of lost wages, totaling at least $[redacted].00. This level of service is unacceptable and has been a significant inconvenience.

I returned all my equipment on either May 7th or May 8th, as instructed. However, to my surprise, I received a bill on June 4th for $[redacted].94. When I called customer service, I was informed that merely returning the equipment was not sufficient to discontinue the service, contrary to what the Suddenlink office staff had mentioned. Reluctantly, I paid for the billing period of June 5th to July 4th, even though the service had already been stopped effective June 4th. To my frustration, I received another bill today for $90.14. Despite numerous attempts to contact various customer service numbers, I have been unable to reach a representative to address my concerns. This back-and-forth has been quite exasperating, especially since I was assured on June 4th that the $[redacted].94 bill would be the last one. I seek clarity on why this additional $90.14 bill has been issued and request its immediate removal from my account as promised by the Suddenlink representative.

I have been experiencing network connection issues for the past 3 weeks, usually in the late afternoon and evenings. Two servicemen have visited, with the first identifying a component on the pole that needs replacement and requesting a bucket truck. Despite being told it would be fixed within 48 hours, the issue persists. The latest technician mentioned the work order was still pending, leaving the problem ongoing. I would appreciate if this could be resolved promptly and also seek compensation for the inconvenience and service disruption. I subscribed to a 1 Gig speed, but my actual speeds are much lower, typically around [redacted] Mbyt. Thank you. Andy Ferrell.

I have an Arris CM820A modem connected to an old router. I am experiencing frequent disconnections and have to restart both devices multiple times a day. I suspect that my outdated equipment is not able to handle the internet service I am paying for. The router I have can only reach speeds of 54 Mbps, which is half of what I am supposed to be getting. I think it's time for me to upgrade my equipment for better performance.

Since July 2, [redacted], I have been without cable, internet, and phone service. This has put me in severe danger because, as an 83-year-old woman, I don't have access to emergency phone calls when needed, and my security service has been disabled. My address is [redacted] Southlake Drive, Rocky Mount, North Carolina [redacted]. Since then, I have had four scheduled appointments confirmed by your company 24 hours prior. However, no one has shown up on the appointment day. When I call to follow up, I have been told that I was not on the schedule. I fully expect that my bill will be prorated for the time without service. I plan to file a complaint with the Better Business Bureau, an advocacy group for elders, and my congressional representative, Mr. Gilliard, as I feel I have been a victim of abuse by your company. I am currently sending this message from my daughter's home as I have no internet access at my own home. Sincerely, Liz L.

Since March, my cable and internet have been problematic. The living room box malfunctioned, but the one in the bedroom was fine. After they replaced the living room box, the bedroom one wouldn't connect. I contacted Suddenlink, but they couldn't resolve it over the phone. The technician who visited claimed my internet was slow but didn't address the bedroom box. He left without fixing it and falsely accused me of non-payment. They've since resumed deductions from my bank account. I'm willing to forgo the cable if my wifi internet can be restored promptly. I shouldn't pay for service I couldn't use in June. This ongoing issue is exhausting, and I hope for a resolution soon. Regards, Cleo A. Smith

I recently experienced multiple issues with my DVR service from the company. Initially, a technician replaced my DVR box, but I only had access to two channels. Subsequently, another technician had to replace the DVR box again on 5/17, which finally worked properly. However, in June, I noticed my bill was unexpectedly high at $[redacted].02 instead of $[redacted].69. After speaking with Edward on 6/21, he claimed we were being billed for four boxes when we only had two. I insisted on a verification visit by a technician, which happened on 6/24. Despite several calls and attempts to rectify the situation, there was still confusion about the billing. I returned all equipment to the office and requested to cancel the service due to the ongoing issues. Despite settling the bill, I am still facing balance discrepancies and challenges in terminating services. Additionally, there was an issue with retaining my phone number due to an alleged outstanding bill. The unresolved billing and service problems have led to a frustrating experience with the company.

Yesterday, I realized I needed a new TV and called Suddenlink for help hooking it up. The representative offered to send someone for $60 or sign me up for Service Guard at $6.95/month, with the option to cancel after one month. After a long call, my bill increased despite my initial $94.80. I later called again to schedule a $60 visit without adjustments to my account. The following day, receiving emails indicating a bill of $[redacted], I felt overwhelmed. I only wanted a simple appointment and don't know why my bill rose. I need assistance to revert it to the previous amount. I appreciate help as my husband and I, aged 73 and 72, are unable to set up the new TV ourselves. Thank you, John and Peggy Gorham.

I recently contacted Suddenlink to schedule an appointment for help with setting up my new TV. Initially, the representative offered to do it for $60, but then suggested a service guard option for $6.95 a month, assuring me I could cancel after one month. After a prolonged call, my bill went up. Another call resulted in confusion, and my bill increased to $[redacted]. I simply wanted a paid appointment, not additional services. I am a senior and unable to set up the TV myself. Could someone please look into this matter for me? Thank you. -John and Peggy Gorham, [redacted] Stone Throw, Nacogdoches, Texas [redacted] Email: peggyg***@gmail.com Phone: [redacted]

To Whom It May Concern, I am Donald Y'Barbo, the Vice President of Paradise Acres Section II in Onalaska, Texas, zip code [redacted]. I have not used Suddenlink's services nor do I know anyone in our area who does. Since the tornado in April [redacted], I've been attempting to reach out to Suddenlink regarding low transmission lines installed by their contractors, causing obstacles for debris trucks in our subdivision. Despite repeated calls and efforts, each time I contacted Suddenlink, I was told an account holder had to report the issue, which I found unreasonable. Although there were recent repairs, the old lines were left on the ground, posing a risk of damage to equipment or people. The last incident happened between 9th-12th streets along Hwy [redacted] in Onalaska. When I raised this concern, the Suddenlink Representative seemed unsure how to address it. We need a more efficient way to report such issues to Suddenlink for prompt resolution without solely relying on customers to safeguard against such hazards. Thank you, Donald Y'Barbo Vice President, Paradise Acres Section II Email: [redacted] Phone: [redacted]

Hello, I was a former Suddenlink customer with both Internet and TV services. Initially, when we signed up, we had 4 TV's installed. However, a year later, my son moved out, and we no longer needed all 4 TV boxes. I returned one of the boxes to our local Suddenlink office on Feb 1st, [redacted], and received a receipt for the returned equipment. After that, I called customer service as instructed by the office to report the return. Despite multiple calls explaining the situation, a credit for the overbilled period from Feb 1st until July has not been issued. Each time I've called, I've been told they are working on a resolution. Most recently, they mentioned trying to locate the box, which I find frustrating since I provided the receipt multiple times. I feel like they are not taking responsibility for their error. Though it's a small amount, being overcharged each month adds up, and I just want this issue resolved.