SuddenLink Customer Service Issues

I have tried reaching customer service multiple times, waiting for hours on hold and missed callbacks. I recently received a bill for a student account, expecting $74.80 but was charged $[redacted]. I initially signed up for $64 internet service, then was offered basic TV for an additional $2.75. However, the first bill wasn't sent, leading to a $10 fee. I need assistance with these billing issues.

I returned all equipment to Suddenlink's local office on August 2, [redacted], requesting the services be disconnected that day. Despite this, I was charged for the entire month of August. A representative advised me to pay $[redacted].36 for the service on August 1, [redacted], but assured me the September bill would be void as I had returned all the equipment. However, I have now received a bill on October 4, [redacted], totaling $[redacted].29 for services I have not used since August 2, [redacted]. As retirees on a fixed income, we cannot afford this unexpected charge. I have tried calling multiple times, waiting over 2 hours each time with no success. Mary Ann and Roger G.

We recently subscribed to internet and cable services. The cable was successfully set up on 9/17/[redacted], but unfortunately, the internet has not been functional since then. We've been experiencing difficulties reaching customer service as it takes 2 to 3 hours just to connect with a representative. Despite contacting tech support and having a technician visit, the issue remains unresolved. A work order was scheduled for completion by 9/4, however, the internet is still not working. We were promised a call from a technician before 9:30 this morning, which did not happen. We are frustrated as it has been 2 1/2 weeks without internet, even though we have paid $[redacted].90 for the services. Additionally, we were expecting a $[redacted] Amazon gift card as part of the deal, but no one seems to have any information on that either.

I need help with my bill since I have a bundled package with cable, internet, and telephone services. I fell behind on my payment and want to prevent a service interruption. I've been on hold for the last three days, experiencing long wait times of 45 minutes to almost 2 hours. The automated system requested an immediate payment of $[redacted].00 to avoid a service interruption. Can I make this payment on October 18th without service disruption? I have been a loyal customer and typically pay regularly. Could you assist me with this issue?

I have fallen behind on my payment and am at risk of having my service interrupted. The automated line informed me that my account is $[redacted].00 behind and that a payment is required immediately. Can I make a payment of $[redacted].00 on October 18th without service interruption? Additionally, I want to discuss any applicable credit due to frequent lost connection issues. I have been unable to request a service technician due to excessive wait times of up to 2 hours. I would appreciate any assistance with these matters. I have been a loyal customer with a positive payment record.

Since paying my bill regularly until July [redacted], I experienced a security breach on July 23rd, leading me to freeze my accounts and obtain new account numbers. Consequently, my Suddenlink service was interrupted due to a missed call to update my bank draft information. Despite waiting for over an hour on hold, no assistance was provided. My equipment remains connected, and I believe a simple reactivation is all that's needed. As I am frequently out of town and rely on my computer for home safety measures, regaining service promptly is crucial. Can someone please assist me with resolving this matter efficiently? Thank you.

I had a scheduled appointment yesterday evening between 5 and 8 for a service technician to install new services at [redacted] Shoreline Drive. Despite waiting until 8, we missed the driver who claimed to have come by. We managed to contact him, and he advised us to call back the next morning. Frustratingly, our personal cell number wasn't provided and the technician could only reach us on a work line. Could someone please contact us at [redacted]? We need to arrange a meeting at the specified address today. Thank you. - C. & B. Quattlebaum

I have been attempting to receive a credit for no TV service from 8/15 to 9/9. Despite making several calls, I am consistently informed that the computer system is unavailable to process the credit, or I am advised that the matter needs escalation and that I will be contacted within 48 hours, but I have never received a follow-up. On 10/1, I experienced a frustrating 4-hour wait on hold (2 hours initially, followed by a dropped call, a failed callback, and another 2 hours on hold) when I last called, during which time I was assured a response within 48 hours. However, a week has passed with no resolution.

I tried to access my Suddenlink account but had trouble with my username and password. After requesting a new username and attempting to log in, I faced an issue with my security question about my favorite color. Despite entering "blue," it was not accepted. I have tried various colors but none seem to work. Additionally, my attempts to contact support via phone have been unsuccessful as I have been unable to speak with a representative.

When I initially contacted customer service, I was experiencing issues with two TVs displaying a small black box. However, after their attempts to resolve this problem, my main TV with the black box is now completely non-functional despite multiple reboots. I am currently unable to watch any TV. Additionally, due to a separate incident, I injured my finger and am finding it difficult to kneel down. Since the system reboot, I've faced more challenges and have been left without television. I urgently require assistance and request for a technician to be sent out to resolve these issues promptly.

I received a message from PayPal regarding a $71.00 past due bill paid to SuddenLink, along with a $24.99 payment for the October 24th - November 23rd period. However, there are discrepancies in my billing that need to be addressed. I was blocked from Internet access for 4-5 weeks yet still charged, and requested a refund or rent-free month from Nov 24th to Dec 23rd. SuddenLink blocked my access again and is claiming an additional $85.00 charge. My latest statement shows the past due amount was reduced to $35.00 after PayPal's payment. I made an extra $24.99 payment to cover ahead of the Oct 24th deadline. It seems there is a missing $24.99 that I paid but has not been accounted for. Can this issue be resolved promptly?

I canceled my account on August 26th, and I was instructed to return the equipment. The website directs me to use FedEx for this, but I am unable to drive an hour away to a FedEx location. It would be more convenient if the Osburn, ID office was open for customer use. I discovered today that my service was not canceled, and charges are still accruing despite my cancellation call. Your company should reconsider how they handle returns in areas where access to drop-off locations is limited. I have been waiting for a phone call all day as promised by a representative who called me this morning.

Account Number: [redacted]-[redacted]02, Laura S., phone number: [redacted]. In July [redacted], I attempted to return a modem, believing it belonged to Suddenlink. However, I was informed by a Suddenlink employee that it was actually my own modem. This incident marked the third time I mistakenly purchased modems. Further, I discovered that Suddenlink had been incorrectly charging me an extra $10 per month for wifi over the past 8 years. Despite bringing this issue to their attention, I only received a $30 credit on my August bill. This reimbursement is insufficient considering the total overpayment of $[redacted]. My son, who handles the bills, unknowingly missed the overcharge as well. I am seeking full reimbursement and the corporate office's contact information for legal purposes. It's unfair that Suddenlink expects prompt payments from customers but fails to rectify their own errors promptly. Kindly provide me with the corporate office's address and phone number for legal correspondence. Thank you. Laura S.

We had an appointment scheduled for yesterday between 2:00-5:00, but no one arrived or contacted us. Our cable is malfunctioning, and the TV displays a "no signal" message. Despite attempting troubleshooting and requesting assistance for Sunday, no one showed up. After being informed that someone would come between 10:49-11:49 PM last night, no technician arrived. An automated system rescheduled us for Saturday between 8:00-11:00 AM. Later today, we received a call stating no appointment was scheduled. I have been on hold for over an hour trying to confirm if Saturday is indeed the appointed time. - Rhonda Gilbert

I am disappointed with the poor product and customer service experience I have had. I scheduled a service appointment for a technician to come to my home on September 19, [redacted], to set up TiVo and internet. The technician visited but only mentioned needing a bridge and requested to return the next day, which did not happen. After several rescheduled appointments, the third technician finally connected the internet using an old TiVo box instead of the new one promised. Despite multiple follow-up appointments, my cable and TiVo setup remain unresolved since the initial visit. I am frustrated as of today, October 20, [redacted], and demand that my services are sorted out without any additional charges. Suddenlink's lack of attention to customer care is unacceptable. If immediate action is not taken, I will consider terminating my service with them. Thank you.

We canceled our Altice cable service within the 30-day grace period and were promised a full refund of $[redacted].88 as per the money-back guarantee policy we received. Despite canceling on September 6, a representative mentioned it would be disconnected on September 18. We faced difficulties after the company's system change, and subsequent calls did not resolve the issue. We were informed on October 16 that a refund check for the full amount was issued on October 11 but received only $10.88 due to a previous credit. We believe we are entitled to the full $[redacted].88 refund. Please assist us in resolving this matter promptly. Contact us at [redacted] as we have been unable to reach customer service successfully. Thank you. - Mrs. G.

On Friday evening, upon returning from work, we discovered our internet was not functioning. My wife contacted the provider to report the issue. We were informed that a technician wouldn't be available until Tuesday. The next morning, I identified that the line had been torn from the pole near the street and passed through various obstacles. Given the ongoing construction in our area, my wife arranged for a maintenance crew to address the problem on Monday. However, on Sunday night, despite multiple calls from a representative who struggled with English, there were no repairs made, leading to frustration. Today, although the cable has been relocated, the issue remains unresolved. A subsequent call to customer service yielded another language barrier, prompting a request to speak to a manager, which resulted in being redirected to the main line after a lengthy wait. This situation is causing inconvenience as we continue to pay for inaccessible services such as Netflix and Hulu.

I received my November bill and discovered an unpaid balance from September, which I'm sure I paid. After multiple attempts to contact customer service and being on hold for hours, I finally spoke to a representative with a difficult-to-understand accent amidst loud background noise. Even after providing evidence of payment from my bank, I was initially told to pay the amount on the statement. Eventually, I convinced them to review my proof. They took the bank details, issued a control number, and promised a follow-up call. However, I never received the call, just automated messages about long wait times. I seek clarity on my billing situation.

I've had four technicians visit my place in the last two weeks. We were without TV for a week and still have no phone service. The cable is not properly buried; it's just stretched across the yard. We had an appointment scheduled for today to address this issue, but it was canceled. One technician said he would return but never did. Being 90 years old and a new customer at Suddenlink, having a working phone is crucial for me.

October 24, [redacted] Mr. Jerry Kent, President/CEO Suddenlink [redacted] Stewart Avenue Bethpage, NY 11[redacted] Dear Mr. Kent, I have been a Suddenlink customer since October 12, [redacted], and I must express my disappointment with the level of customer service I have received. The installer was on time and polite, but left the cable on the ground without any indication of when it would be addressed. Despite leaving a call back number on October 13, I never received a response. After multiple calls and requests to move the cable, including a service appointment on October 23 with a vast 10-hour window, no one arrived or communicated about the delay. Even attempting to create an online account was met with an "invalid entry" error using the provided account number and pin. Experiencing a lack of internet service this morning, possibly due to rain affecting the exposed cable, I have decided to cancel my service. The consistent misinformation and inability to reach a representative have led me to this decision. As a training manager, I recommend thorough employee training and the implementation of task checklists to improve customer service. Sincerely, Teneece Quigley