SuddenLink Customer Service Issues

I am having trouble connecting my Blu-ray player to the internet. During the network test, it shows that my IP Address is invalid, along with issues with the Subnet Mask, Gateway, and DNS Server. When I try to connect automatically, it fails to find the Access Point. Then, when I try to add the network manually, after entering the Access Name "Suddenlink.net-E006," it prompts me to select a security method and input IP address details. I am unsure how to obtain the correct IP Address, Subnet Mask, Gateway, and DNS Server numbers to input them manually. I need help with this as it is connected to my teenage daughter's TV, and she's not pleased with the situation. Thanks in advance for any assistance.

I have unsuccessfully been trying to replace my television cable due to missing channels for six months now. Despite multiple visits to the Eureka, CA office, the issue persists. Various attempts to contact the supervisor have been unfruitful, and although a serviceman identified the problem in December, no resolution has been reached. Even after flagging underground services in February, the new cable has yet to be installed. Communications with the service manager haven't yielded any progress, and calling the [redacted] number did not solve the problem. I am still waiting for Suddenlink to address the issue and provide an update on resolving the lack of reception and adjusting my bill, as promised. I would appreciate a prompt response from Suddenlink regarding the status of my service issue. - J. Chancey

I have been experiencing frequent modem outages. I visited the local Sudden Link store and tried three different modems without success. During a recent conversation with a representative, I mentioned having phone service, leading to the discovery that the modem in the study was our phone modem. The account number is 07[redacted]2-01 under the name Charles D. at [redacted] Sidesaddle Ln, Trentwoods, NC [redacted]. The phone-controlling modem has a serial number of 1DCD5A8Cb4-2P EMTA2. I am hoping to activate this modem for telephone service alongside the new modem with the number 900DCV7BC2B0-V3.0 CM. I need assistance to restore our internet connection. Thank you, Chuck.

I wanted to share my experience with the Altice system. I have been using Satellite Internet and Dish Satellite for years, so I was excited to switch to Suddenlink in town for more data. However, after trying the new Altice system, I am extremely disappointed with the service. The hardware is very glitchy, despite my tech-savvy background. It feels like a poor product, especially considering the price. If I could redo it, I would choose a traditional modem and Tivo instead. I suggest reconsidering any contracts with Altice to prevent this hardware from impacting your reputation. I am an unsatisfied customer, and I believe the issue lies more with the Altice system than your company. I hope sharing my concerns helps improve your service for future customers. Thank you for your attention.

I have encountered issues with Suddenlink missing two installation appointments. The first was scheduled between 1-5 PM but the technician was set for 7:45-8:15 PM. After several calls, Shawn arrived at 6:40 PM without the necessary equipment, leading to a rescheduling for the next day. Despite approval from regional, no one showed up today for the installation. Customer service in Jacksonville, TX, mentioned we weren't on the schedule. Despite speaking to a supervisor named Jeffrey in the Tyler, TX call center, I was unable to get information on when they would come for the installation. Communication seems to be lacking, with promises of calls but none being received.

1st: For years, I've been on autopay, but my bill wasn't paid automatically recently. I was charged an unfair fee for your error, putting me a month behind. It's hard for me to correct this on a limited income. 2nd: Suddenlink has taken over 3 years to bury my cable, which causes damage needing frequent repairs due to traffic. I've had to cover the costs myself many times. Your delays have cost me significantly, and I believe I am owed compensation.

For the past few days, our cable service has been spotty. It works for a while, then blinks off for varying lengths of time before coming back on. This issue is not isolated to just one TV; all TVs in the house are affected. My neighbors have mentioned experiencing the same problems, and the internet has also been out. I attempted to use the internet a couple of times since yesterday, but it was not working. This lack of internet access caused a serious problem for my neighbor. Our cable service is quite expensive, and the intermittent disruptions have been occurring not just now but occasionally in the past as well. Last weekend, we had a guest over who couldn't enjoy Fortnite or watch TV due to the ongoing interruptions. I intend to speak with more neighbors tomorrow to determine if anyone else is facing the same issue. Thank you in advance for addressing this concern. - Teresea Norman

I initially signed up for service in September [redacted], but opted for another provider. In January, I decided to give it another try with a different email but the same address. However, upon installation, I was told there would be no upfront fee. To my surprise, my first bill came to almost $[redacted], which seemed off. Additionally, I encountered issues with my bank account, unaware of the outstanding balance accumulating to over $[redacted]. I attempted to make a $[redacted] payment, intending to clear the remaining $[redacted] balance. Nonetheless, when I reached out a week and a half ago, I was informed of a $30 balance. Despite updating my payment method, there were attempts to charge a closed account. It seems there might have been confusion during installation, possibly leading to two accounts under my address at [redacted] Welsh Ave, Apt B, College Station, Texas [redacted]. I wish to resolve this matter promptly to have my cable service reinstated without any further setbacks. Thank you.

I contacted customer service about my bill for the service period from February 17 to March 16 because it was unexpectedly high. The representative acknowledged it was a system error and advised me to pay my usual amount, which I did. However, I noticed the balance kept increasing with additional fees. Upon reviewing my bill, I realized I had exceeded my data limit, which was unknown to me. Had I known, I would have upgraded for a minimal fee instead of the substantial overage charge. I am willing to upgrade my plan now and cover the overage cost, but I believe the excessive fees accumulated should be reconsidered due to the misunderstanding and system error. I am hopeful for a fair resolution as the accumulated charges are burdensome. Your understanding and consideration are appreciated as I navigate this issue.

I canceled my service on the 8th, which is well within my billing cycle that started on the 2nd. On the 11th, I returned the equipment and requested the service to be turned off that same day. The representative assured me there would be no problem. However, I received an email yesterday stating I owe over $[redacted]. After speaking to two representatives today, I explained the situation, but they couldn't provide a satisfactory explanation for the charges. I discontinued the service due to financial reasons, hoping to avoid extra costs. Despite my efforts to be proactive, the service was not canceled as requested. The representatives were unhelpful, with the so-called supervisor claiming there was no one else to escalate the issue to. I have been a loyal customer for over two years, always paying on time. Please reconsider these charges. Thank you for your attention to this matter.

I currently only have internet service. My billing situation has been confusing. During the summer of [redacted], I had a monthly bill of $59.99. In November [redacted], I switched to seasonal service and was billed and paid $10 per month. After coming off seasonal in early April this year, I was billed and paid $22.79, but this is not reflected on my current statement. Now, my statement shows a monthly charge of $87.49, with a past due amount of $88.44, and a total due of $[redacted].36. I have always made my payments on time, so I don't understand why it's showing as overdue. Additionally, the monthly charge has increased to $87.49, even though I was informed it would remain the same. What is the new $10 charge for home Wi-Fi? I am requesting to have the monthly charge reverted back to $59.99. I don't believe I am overdue, and I would like the overdue status to be removed. I am seeking a detailed explanation of all charges in writing.

I have reached out to Suddenlink multiple times regarding the $99 connection fee and have not received a callback. Despite being assured that the initial phone call would be reviewed for mention of the fee, no resolution has been reached. I paid $45.11 as agreed, but request a credit of $[redacted].32 to be applied before the next bill. Communicating with Suddenlink has been frustrating, as it is challenging to speak with a responsive representative. Furthermore, I was not informed that ordering online would have waived the charge, which aggravated the situation. I can be contacted at [redacted] or [redacted]. Your attention to this matter is appreciated. Lisa W.

I have repeatedly been charged for equipment (modem) that I returned to Suddenlink five months ago. Despite providing the FedEx tracking information ([redacted]68) showing delivery and signature confirmation by J. Grimauldi on 2/22/19, Suddenlink agents have acknowledged receiving the equipment multiple times. Each time I contact Suddenlink, they assure me the issue will be resolved, I will be credited for the overcharges, and a supervisor will contact me. However, I have not heard from anyone regarding this matter. In my latest bill, I was once again charged for the returned equipment without receiving any credits. I request Suddenlink to credit my account for the overcharges since the return, cease billing me for the equipment, and provide confirmation of the corrections made. I am frustrated with the lack of resolution and communication from Suddenlink's Customer Service.

Hi there, As a long-time customer of Suddenlink, I want to share my story with you. Over the past 10 years, I've been paying over $[redacted] a month for services, totaling about $25,[redacted]. Despite facing health challenges like liver cancer and complications post-transplant, I now find myself in a tough financial situation. Despite being approved for disability, I am still required to repay $24,[redacted] in overpaid benefits. In addition, as a Navy Veteran, I feel the lack of support from the US government for individuals in my position. I am kindly requesting to have my outstanding balance with Suddenlink waived or reduced, considering my circumstances and loyalty as a customer. I am hopeful that a resolution can be reached that is fair and manageable for both parties. Thank you for your attention to my situation. Warm regards, Al Burne

I am concerned about the continuously increasing internet bill charges. Is it possible that your company holds a monopoly in Georgetown? Although I acknowledge being a month behind, it seems unfair that loyal customers like us receive no benefits. It appears someone is profiting significantly from the residents of this city, possibly with City Hall involvement. The aggressive door-to-door sales tactics are distasteful. Regarding the bill due date of June 4, it would be appreciated if the payment deadline is honored without service disconnection occurring a couple of days earlier each month. The actions of your organization raise doubts about the ethics behind its operations and leave customers feeling exploited.

Dear Customer Service, I am writing to address my recent appointment experience with Suddenlink. On May 23, [redacted], I had an appointment scheduled between 4pm-6pm. I ensured I was home by 3:45pm as instructed. However, after receiving a call around 5:15pm that the technician was on the way, no one arrived. Upon contacting customer service, I was informed the tech would come between 7pm-8:55pm, which I found unacceptable for a service appointment. As a customer, I believe this timeframe was disrespectful and inconvenient, especially considering my early bedtime due to medication. I am disappointed by the lack of consideration for my time. Additionally, I was charged $25 for the missed service call, which I feel should be waived due to the inconvenience. I am now rescheduled for May 24, [redacted], between 7am-12pm, further inconveniencing me. I expect a prompt response regarding this matter. Sincerely, Regina A. Ford

I updated our automated payment credit card after experiencing fraudulent charges, but the payment did not process after a week. When I called, they wouldn't talk to me, insisting on speaking to my husband who they have since allowed access. Even though I didn't make an error, the account was charged $10 because the agent didn't process the payment. I paid manually despite having automated payments set up. Dealing with customer service has left me very frustrated due to the $10 charge for speaking to an agent and the lack of assistance. We are considering switching our cable/internet/phone and security services to other providers.

My automated payment account was set up, but I had to update my credit card due to fraudulent charges. Despite updating it before the due date last week, the payment wasn't processed. When I contacted customer service to discuss why my new credit card wasn't charged, I was unable to speak with an agent and was mistakenly charged a $10 fee. Even though I paid the bill in full, including the fee, it's frustrating that the system did not recognize the new credit card information, marking it as a late payment. I've tried multiple times to reach a representative without success, leading to further charges. This experience has left me dissatisfied and considering other communication options.

I have been trying to reach a representative for over 90 minutes to cancel my service. I was charged $60 for a service call, although I pay $5 a month for insurance. Despite spending an hour troubleshooting with a representative, I was informed that my insurance does not cover moving the router. My husband also encountered a rude representative who repeated the same information without escalating the call. After being a customer for years, I am considering canceling due to the $60 charge and the lack of helpful customer service.

I am experiencing an issue with my cable service. Recently, my TV has been showing a "Searching for signal" message with no picture or sound. After contacting technical support and attempting multiple resets, the problem persists. I agreed to a service call, but it was canceled as the issue was supposedly resolved. However, the problem continues to occur approximately every 15 minutes. I am requesting a supervisor to contact me by 7/8/19 at [redacted]. If I do not receive assistance, I will consider switching to another provider. - Jerry G. Bolin, Morrilton, AR [redacted]