SuddenLink Customer Service Issues

Hello, my name is Jim Prescott, and I reside at [redacted] Arrowhead Farm Rd in Jonesboro, AR. On July 6, [redacted], Suddenlink visited to address our connection issue. They discovered that a farmer across the road had inadvertently damaged the cable line. Suddenlink installed a new line, but it remains unhung due to crossing a 30 ft wide and 10 ft deep ditch. I am concerned that when the farmer returns, he may damage the line again as it is currently lying on the ground. It has been over 30 days, and the job remains unfinished. I have photographs of the hanging and fallen lines. I seek an explanation for the delay in completing the job. While I prefer not to lodge an FCC complaint against Altice/Suddenlink, it appears to be the only option left for resolution.

In July, we experienced severe cable disruptions. After a week of waiting for service, a third-party contractor and a Suddenlink lineman spent hours fixing the issue with promises of completion the next day which were not kept. Seeking help at the Cabot, AR office, another technician was sent promptly and resolved the problem after several hours. During the repair, our DVR was replaced, leading to billing errors. I was charged for two DVRs due to the replacement not being properly documented, resulting in overcharges totaling $17 plus tax in both July and August, with an additional late fee in August. Despite always paying before receiving the invoice, I struggled to have the issue resolved after spending hours on the phone with multiple representatives and awaiting manager callbacks. Although the duplicate equipment was removed from my account after a visit to the local office, the overbilling remains unresolved. I've paid the $48.84 today to avoid any balance issues. As a long-time Suddenlink customer, I seek assistance in correcting these billing discrepancies promptly. Thank you for your attention to this matter. Respectfully, S. D. Account # 07[redacted]80-01-5.

I lost my internet connection on Friday, 8/13. After multiple calls, tech support restored it on 8/14. Unfortunately, the connection went down again on Sat, 8/21. Despite contacting customer service on Sun, 8/22, they couldn't fix it. A tech repair was scheduled for Tue, 8/24 between 5-8 pm, but the technician couldn't complete the repair and submitted another work order. Following up on 8/26, I was informed of a delay to Thu, 8/26 due to a COVID-related issue. Despite reassurances, the repair was rescheduled for Sun, 8/29, then changed to Fri, 8/27. I confirmed that I didn't need to be present for the repair. However, by late Friday, tech support had no updates on the repair status, and my internet is still out as of Monday, 8/30. I'm left wondering if Suddenlink will address my issue, when it will be resolved, and if they value my business.

After experiencing ongoing internet and TV cable problems for four months, despite three technician visits to my home, I am still encountering audio issues on various channels. It's frustrating to not receive the service I am paying for. I plan to take legal action against Suddenlink in two weeks as customers shouldn't have to pay for unreliable services. I refuse to settle any bills until the service is fixed. It's disappointing to know that others in my area are facing similar issues. Given the high charges, the service should be flawless, but unfortunately, that's not the reality. I am fed up with this situation and will not stop pursuing a resolution. Have a great day. - LARRY

My internet has been shut off for about four days now. I noticed a discrepancy in the billing amount between months, and there was a one-time transfer noted to my account from another account. Despite me informing them of my move back in March, my service was still active at the old address. I paid $[redacted], thinking it was for my new address, but it seems to have been applied to the old address, where no one resides. After spending three hours on the phone, a supervisor helped sort it out by closing one account and adjusting the payments. However, now I see over $[redacted] on my bill, and I want credit for the five days without internet service. I also need my internet reinstated promptly. Thank you.

Dear Suddenlink Supervisor, I am contacting you regarding ongoing issues with our long-standing unlimited data plan, covering Cable, Internet, and Home phone services. Despite numerous calls to Suddenlink and discussions with several associates about billing problems, these issues have persisted without resolution over the years. In a recent conversation, an associate claimed we never had unlimited services on our account until now, which contradicts our original agreement. I am now requesting to speak with a supervisor as I have encountered challenges resolving this matter with representatives at the site. It is crucial that someone at Altice/Suddenlink addresses and rectifies this serious error promptly. This situation has highlighted a lack of care for customers and quality service from Altice/Suddenlink.

I am experiencing freezing issues with both the picture and sound on my TV for the past week. This problem has occurred before, and a technician explained that the pole box was faulty and needed replacement. Despite a temporary fix, the problem persists. I contacted Suddenlink, but I am unsure if the issue was fully resolved. I request for a technician to address this matter permanently and restore the service that I am paying for. My address is [redacted] E. John Norman Lane, Kingman, AZ. Thank you. - Marcia Stanbrough

My TV has been experiencing freezing issues with the picture and sound for a few seconds to minutes. Previously, I was informed that a new box was needed at the pole, but I am unsure if this was replaced. I want the problem resolved correctly so I can enjoy the service I am paying for. I attempted to report this issue by filling out the necessary forms, but unfortunately, the submission failed. I encountered a message offering to speak with someone for a fee of $1. I don't want to pay for redundant communication; I just want a solution to my technical problem.

I work from home, and my internet connection seems to be unstable. I'm seeking ways to improve its stability. I have the highest internet speed available, and in the mornings until 3:30, the TV is off, so it should be strong. When I run a speed test, it shows download speeds between [redacted] and [redacted] Mbps and upload speeds between 25 and 40 Mbps. My company only requires 10 Mbps upload and 3 Mbps download speeds. I've been unable to work for three weeks due to the erratic connection, making it difficult to handle calls. I need a reliable connection to resume work and help support my family.

I recently received a $[redacted] Visa rewards card for signing up with Suddenlink. However, I've been experiencing numerous issues with the card since receiving it. After activating it by calling the number on the back, I attempted to use it but it was declined twice. I then tried to use it at an ATM in Greenville mall, where the machine returned the card. Despite leaving a message on the emergency number, I haven't received a response. Unfortunately, I don't have a rewards card number or a contact number for assistance. I'm reaching out for help to either locate the card or receive a replacement. My name is Carol Sutphin. Thank you for your help.

On August 13, [redacted], my checking account, designated for Autopay, was compromised with fraudulent charges. Consequently, I closed the account, opened a new one, and updated my Autopay information with Suddenlink. Despite this, Suddenlink processed an ACH transaction using the old account. I promptly made a manual payment on the balance and ensured the new account was linked for future payments. Despite my efforts, I have received two overdue notices from Suddenlink. When I checked my account online, it showed a zero balance. However, upon contacting customer service on September 27, [redacted], they claimed I still owed $[redacted].58, despite the online balance showing otherwise. Customer service mentioned no system issues when I inquired about potential delays. I cross-referenced my statements and payments from the Suddenlink site, which align with my records, displaying a zero balance. I seek clarification regarding this discrepancy and would like to cancel my service.

I recently received a promotional offer from Suddenlink cable for [redacted] MB internet and TV for $40 a month, including a free $[redacted] Visa prepaid card if I paid for 3 months of service on time. I tried to order online but was redirected to the call center. After speaking with a representative in Branson and explaining my fixed income situation, I ended up being charged $[redacted].50 instead of the expected $40. The installer who came out did a poor job, leaving cables drooping and not properly securing them. I was then billed $42 and $50 for additional services I did not request. I am requesting a refund of the incorrect charge, a correction to the billing, and a technician to fix the installation issues. I simply want the $40 per month service as advertised. Thank you.

I need help with my internet and cable services! In the past 8-9 days, I have experienced almost no internet or cable access. The internet seems to be available on devices but won't connect, while the cable struggles to connect to services like Netflix. These problems happen on various devices at different times. My child relies heavily on the internet for schoolwork, and sometimes we have to leave home to find a better connection. I even borrowed a mifi device from work to help him out. This situation is becoming frustrating, and I know it's not what loyal customers expect. Can you please investigate this issue promptly? Thanks, T. Pike.

I've encountered issues with three boxes failing within three days, including a new TV less than a month old, all dysfunctional since early September. Despite spending nine hours on the phone and numerous sessions with "live chat," we still lack service. Technicians only visit weekly, resulting in an unspecified timeframe without service. This prolonged deprivation affects my 89-year-old father, a Korean veteran, who relies on the entertainment he already paid for due to his dementia. It's disheartening how a long-standing loyal customer, like him, encounters such hardships. Consequently, we're exploring alternative service providers, disillusioned by the treatment received from your company despite our extended relationship.

We have experienced over a week of intermittent service. A technician's visit worsened the problem, leading to no internet for two days. This outage has caused difficulties accessing school online, joining conference calls, and even forced me to attend a meeting at McDonald's. The situation is jeopardizing my job, which relies on internet connectivity. The issue seems widespread as my neighbor is also affected. Despite a promised technician visit, no one has shown up, and even rescheduling attempts seem to have failed. The technician mentioned needing a bucket truck to resolve the problem. The prolonged service disruptions are becoming financially burdensome as it affects work and everyday life.

On August 30, [redacted], I was transitioned to part-time work from home, prompting me to reduce expenses. When I contacted Suddenlink to cancel my cable but retain internet and home phone services, I was transferred to their retention department. The representative was accommodating and eliminated my bill, leaving me with a $1.00 credit and no payment due until October. However, on October 12, [redacted], Suddenlink debited $[redacted].00 from my account without my authorization. Upon speaking with Merissa from the retention department, she confirmed my account was credited in August but directed me to billing for a refund. Unfortunately, Stacy from billing was unhelpful and impolite, refusing to assist me. Currently, I am facing financial hardship, with my checking account in overdraft. I am seeking assistance to rectify this situation.

I recently had the 5th SuddenLink technician visit my home post-storm due to ongoing streaming issues and slow internet service. Despite multiple visits from contractors who claimed the signal was fine, the first official SuddenLink technician suggested moving the router. Only today, after having paid for a 1G service without a compatible modem, was the correct modem installed. This has led to months of underperformance and lack of streaming ability. After the latest technician identified and resolved all the issues, I believe I deserve credit for the services not received over the past year. I have encountered communication problems with tech support and am considering escalating this matter to the CEO, CFO, and regulatory authorities if not resolved promptly. Your attention to this matter is appreciated as customers now have other service options available.

A few months back, I reached out to Sudden Link to set up phone and TV services at my Mom's assisted living facility. Despite trying for 2 months, no one could successfully connect the equipment. After continuous failed attempts and calls, I decided to cancel everything. However, it took an additional month for my account to be closed. Now, I have received a bill from a collections agency claiming I owe money, threatening my credit. Despite contacting Sudden Link's customer service multiple times, I have been met with unhelpful responses. I was told conflicting information about how to resolve the billing issue, with one representative mentioning equipment return, which had already been collected by Sudden Link. The lack of resolution after speaking to 8 different reps has been frustrating.

Subject: Billing Issue with Account Number [redacted] I contacted Suddenlink on October 6, [redacted], at 8:54 am to cancel my services. I spoke with "Alex," who claimed to be a Supervisor. The cancellation was scheduled for October 25, [redacted]. I returned all equipment to Tioga on October 7, and I have proof of delivery. I included a photo of the equipment and my most recent bill with the return authorization (RMA [redacted]3). Despite this, I received another bill for the period 10/26/21 - 11/25/21, which is inaccurate as my account was already cancelled. Moreover, we experienced a service outage from August 24, [redacted], to October 19, [redacted]. I was informed of a $[redacted].67 credit by a manager, but it was not applied to the bill. I completed all cancellation procedures and equipment returns as instructed, yet the current bill is incorrect. Our balance with Suddenlink should be zero. Thank you for your help. Sincerely, John E. H. [redacted]

We have been without suddenlink phone service for over a week. We reported the issue but haven't heard from you since. Please contact us and provide a discount on our bill for the lack of service. If the problem cannot be fixed remotely, send a repair person. Virginia C Sneed and John H Sneed [redacted] (issue phone line) [redacted] Shamrock Drive, Fortuna, Ca [redacted] Cell numbers: [redacted], [redacted] The phone plays "check telephone line" and we can't receive voicemails. We are relying on your prompt assistance as we are both 72 years old. Thank you for addressing this urgently.