SuddenLink Customer Service Issues

In May, I updated my credit card information. On July 2nd, your company attempted to charge my old credit card which was declined. I am now facing multiple fees totaling $58.92 for service restoration, late payment, credit card denial, and payment processing without my approval. Despite speaking to Daniel in billing on June 7th, where he acknowledged the error and promised to waive the fees, I have received a bill with all the charges intact. Resolving this over the phone has been unproductive as there seems to be no supervisor available. I have spent 2 1/2 hours on the phone today alone. If I do not receive a callback, I am considering disconnecting and canceling my account, which has been averaging $[redacted].00 a month for the past 6 years. Please act promptly if you wish to retain me as a customer. - Donnie

I would like to share my disappointment in the recent customer service experience my husband encountered. Our internet and cable have been down since this morning, and despite his repeated attempts to contact the company, he was consistently disconnected by the automated system. Frustrated, he attempted to use the chat service, only to be met with unhelpful responses from what seemed like an automated "human." Despite explaining his situation as a slow typer due to his disability, the chat was abruptly ended. I am deeply upset by the treatment he received; it feels like discrimination based on his disability. This lack of assistance and compassion is disheartening, and I believe it violates the promise of being there for your customers. It saddens me to see him upset and mistreated. I hope this feedback reaches someone who genuinely cares about improving customer service.

On July 22nd, my services were installed, and I was supposed to pay $85.36, but since I only had cash, I couldn't pay at that time. When I tried to make the payment the next day, they were charging me $[redacted] incorrectly. I contacted customer service, and they acknowledged that the "expanded services" charge was wrong and removed it from my bill. However, they then told me my new bill was $[redacted] due to the error. They mentioned they needed to review a call, which could take up to 72 hours to correct the charge. After following up the next day, the charge was still there, and my payment was due on July 31st. I made the payment to avoid a late fee, even though my bill should have been $85.36. When I called on August 1st to check the status, the agent seemed confused, and I want the charge refunded as it was not my mistake but suddenlink's error.

Hello Tina, I'm reaching out to discuss some ongoing service issues I have been experiencing with Suddenlink. Unfortunately, the local office in Flagstaff has not been very helpful and I am hoping to find a resolution through your assistance. In June '19, my service began to have intermittent problems. Despite scheduling a technician visit, my service started functioning properly before the technician arrived. After testing the line, the technician informed me that the issue was with the line and that I needed to speak to my housing manager. Regrettably, he did not provide clear instructions, leaving me confused. The technician charged my account $60 even though the problem persisted. I am requesting the removal of the $60 charge and a freeze on my account until the line is replaced. Additionally, I was billed $[redacted].10 for a month of service where I had no access. It took another technician's intervention for the issue to be addressed correctly. Due to the service disruption, I am unable to make calls using my home phone and am grateful for the help of my neighbors in accessing emails and accounts. Please credit my account for the last month and freeze any further charges until the line is fixed. Thank you for your attention to this matter.

I paid for installation and was informed of additional charges if cable installation was needed. The technician damaged my table, and their behavior seemed unprofessional. Customer service was unhelpful, citing company policy. It's unclear why there's an installation fee plus extra costs upon arrival. They mentioned compensation for the table but not for sentimental items. Their policy prohibits technicians from moving furniture. They suggested covering the cable with a rug, which seems unsafe.

My mother has been a Suddenlink customer for over 20 years. Recently, we have been experiencing issues with our cable and internet service for the past two weeks. I have contacted customer service, and a technician named Kurt visited us twice. During his visits, Kurt checked our connection but did not provide much information or assistance. Today, during his second visit, he seemed unsure of how to resolve the problem and left without fixing anything. This prolonged service outage is unacceptable, with no internet for a week and no cable for two weeks. I insist on a prorated refund and a prompt resolution to the issue. If this matter is not addressed swiftly, I will have to share my negative experience on social media. It is crucial that this gets resolved as soon as possible.

My father passed away, and I contacted Suddenlink to cancel his services and set up my own for just WiFi. A representative assured me they would transfer the account without charging for my father's services. However, my bill included his previous charges, totaling $[redacted] which the rep claimed wouldn't be billed. I called to address the issue, but they said they would get back to me in 72 hours, which seemed like a delay tactic. It took 30 minutes to transfer the bill to me, but they didn't reach out within three days as promised. Frustrated with the lack of follow-up and the misinformation, I switched to AT&T. Now I'm being contacted by collections, and I'm concerned about my credit. How can I resolve this situation?

I am feeling extremely frustrated with the problems I am having with my internet service from Suddenlink. I pay $[redacted] monthly and expect reliable service. Unfortunately, my internet keeps shutting off, and this has been occurring for about three weeks now. When I called previously, I was informed about an outage, but the problem persists. I contacted customer service again today, and was told that I would have to wait until the 5th for assistance. The representative promised to escalate the issue but abruptly ended the call. I insist that Suddenlink resolves this problem before the 5th, or I will have to switch to a different internet provider. I refuse to tolerate these recurring issues, poor customer service, and delays in resolving them after paying $[redacted] every month.

I am experiencing connectivity issues with both the Wi-Fi and phone services. Yesterday, the cable technician arrived at 8 a.m. instead of the scheduled time between 11 a.m. to 2 p.m. His demeanor was unfriendly and disrespectful. He was on-site for about an hour before leaving suddenly, promising someone would come back the next day. However, the real issue is he left a 75-year-old woman with health concerns without a phone for emergencies or internet access for her medical transponder. This situation is unacceptable, especially with the extreme heat. I intend to seek legal advice and report this to all relevant authorities. I am extremely dissatisfied with the service provided. To address this matter, I request the name of the technician who visited yesterday.

I am having trouble accessing my account online because I misplaced my login credentials. I have been trying to reach out for assistance for several days but have not received any help. I only have access to the internet through my iPad and do not have a printer. Please assist me in retrieving my username and password. Thank you. My old email was [redacted], and my new email is [redacted]

I've had numerous issues with the service provided. When I called in, the customer service I received was unacceptable. The manager I spoke to stated he couldn't assist because he had to listen to my complaints and abruptly ended the call. I feel it's important to escalate this matter to the corporate offices so they are aware of the poor customer service I've encountered, creating a negative experience for me.

Since Suddenlink's recent "upgrade," I am unable to access my primary email address. Despite my credentials being correct, the webmail page refuses to load when I attempt to log in. Even the temporary portal provided by Suddenlink does not grant access to my primary email. It's been nearly two weeks of being locked out of my main email account, and this situation is truly frustrating.

I am contacting on behalf of my elderly father, Norman J., to arrange a service technician appointment for Wednesday, October 9, in Montgomery, Texas. We are currently out of state but will return on Tuesday, October 8. The cable service is down, and we also need to reset the Wi-Fi password. Contact us at [redacted] for the appointment at 1 Fairfield Dr., Montgomery, TX, [redacted]. I am unsure of the cable issue, but we need help with the Wi-Fi password. My aim is to assist my father during our short stay in Texas by setting up the appointment for Wednesday afternoon on October 9.

My bill has increased by $21.05 compared to last month, and I'm seeking clarification on the reason for this surge. Yesterday, I made three attempts to contact the office at 1-[redacted]. During each call, after being provided with the total amount due, I was prompted to enter a 4-digit code. Subsequently, I was placed on hold and followed by a busy signal or a sudden disconnection. Despite my persistence, the issue remained unresolved. Today, my frustration mounts as I have endured a 24-minute and 16-second hold duration, with intermittent messages of gratitude for my patience due to a higher call volume.

We currently have a business account with Suddenlink located at [redacted] N Earl Rudder Fwy in Bryan, Texas at the Sleep Inn & Suites. We are experiencing issues with five televisions in some guest rooms not receiving cable service. Below are the serial numbers and HDMI channels for each unit: PAQZ[redacted]7 - HDMI 1 PAQZ[redacted]5 - HDMI 2 PAQZ[redacted]2 - HDMI 2 PAQZ[redacted]2 - HDMI 1 Additionally, in guestroom number [redacted], although the cable is working, after reprogramming the remote, it will turn the TV on and off but not display the guide. We have reached out to Suddenlink's customer service multiple times without receiving a solution in over two business days. We kindly request a prompt response to address this issue. Thank you for your attention to this matter.

I have been attempting to resolve two issues since September 5, [redacted]. I have spoken to at least 6 to 7 representatives so far. Firstly, after transferring my service due to a move, my landline phone number was changed without my authorization. I have requested to keep my original number, [redacted], which I have had for over 20 years. Despite multiple conversations and promises to investigate, the issue remains unresolved. Secondly, since September 5, [redacted], I have been unable to view my emails on my computer. This problem persists. I can access my emails on my cell phone at [redacted] Any assistance in resolving these matters would be greatly appreciated, as previous attempts have been unsuccessful. Thank you for addressing these concerns.

(1) The Altice One box is constantly restarting, usually every hour. My recent chat with Suddenlink support was unhelpful. I'm hoping we can arrange for a service or replacement for the box. (2) Our internet speed is consistently slow, around 4-6 megabits per second instead of the promised 40. If we could even get half that speed, it would be an improvement. Customer service has not been helpful. (3) Our Google Home devices cannot seem to connect to our Altice One wifi. There are no clear instructions from Google, Suddenlink, or Optimum/Altice on how to connect them. Is there a reliable source for instructions on connecting Google Home to your service? Any assistance would be greatly appreciated. Thank you.

I recently had cable TV installed on 9/10, which completed my bundle with internet and phone services. Currently, I am facing an issue where my screen is black on HDMI1 while trying to stream. I have attempted various solutions such as plugging and unplugging devices and navigating through menus on my Vizio, Suddenlink, and Roku systems. Despite two reboots already performed by your team, the problem persists. After being a customer for nearly 20 years, I have noticed a decline in the quality of tech support services. Long wait times on the phone have become the norm, leaving me dissatisfied. I rely on my TV for news from channels like CNN and MSNBC, so not being able to access them is frustrating, especially considering my limited mobility due to disability. I am disappointed by the lack of immediate assistance and will consider addressing my concerns in an open letter to the CEO, possibly publishing it in The Charleston Gazette.

My internet connection was intermittent last week and then stopped working completely four days ago. Despite resetting the router and modem multiple times, the issue persists. While the modem lights are on, the internet icon is inconsistent. I've checked all cables, but still no luck. Despite numerous calls to customer service, I've been unsuccessful in getting through. My bill is up to date, and no outages are reported in my area, though my neighbors have similar problems. I even tried contacting corporate without success. If a technician visit is necessary and can be scheduled after 5:30 PM today, I'm available. I'm also requesting a credit for the week of service downtime due to the lack of customer service assistance.

We had a new line installed in February [redacted] and were informed that a crew would bury the "drop line" later. I called today to follow up on a previous call from August 16, [redacted], regarding the need to bury the line. After being on hold for two hours, I spoke to Opera who transferred me to Patricia in the Retention Department. Patricia listened to my concerns, placed me on hold, and after another hour on hold, I decided to disconnect the call. We currently have an open hole and the drop line is still above ground. I am simply looking for confirmation that someone will come out to complete the job. When I spoke to Marcus on August 16, he mentioned that these types of lines are typically buried within a month, suggesting that perhaps we should aim for completion within a year. I am disappointed by the lack of customer service I experienced, especially when Patricia seemed to have placed my call back in the waiting queue intentionally. This is not the first time this has happened, and I believe better customer service is needed moving forward.