SuddenLink Customer Service Issues

I spoke with Kim on Monday to set up new service. I mentioned that I didn't need the DVR box, but she didn't clarify that I required it for the [redacted] channels I'm paying for. When the technician arrived, he explained the necessity of the box, prompting my visit to the Suddenlink office in Hot Springs Village this morning. The staff member there directed me to contact the [redacted] number instead of assisting and explained he works on commission. This experience wasn't welcoming as a new resident of Arkansas. Despite sacrificing HBO/Sports channels, I added two boxes for the channel guide and full lineup. I am disappointed with Suddenlink's customer service. I left a complaint with a representative but have yet to hear from a supervisor. I urge Suddenlink to improve their training and customer service approach. Thank you for your attention, Judy M.

I need my cable and internet service restored as it's been down since Thursday, 10/24/19 due to bad weather in my area. Rest assured, my bill is up to date, and the issue seems to be from the pole. A technician visited on Friday but couldn't resolve it as the problem is outside the house. I'm eager to have the service back as soon as possible. I've faced challenges contacting customer service; they were rude, interrupting, and accused me of being unprofessional. On Thursday, I didn't face these issues, but on Friday evening, the interaction was not satisfactory, except for the initial greeting of the call.

I had scheduled a tech appointment to update my equipment to Altice One for 10/23 from 2 pm to 5 pm. The technician arrived at 4:30 but didn't have the necessary equipment. I was promised a follow-up appointment the same day from 5 pm to 8 pm, but no one showed up. I called the next day and stressed my work constraints, rescheduling for 10/28 from 5 pm to 8 pm. Unfortunately, when I got home at 5 pm, I found a missed visit note without any prior communication. I need to reschedule, and it is crucial that any future appointments be between 5 pm and 8 pm Monday through Thursday.

I have encountered significant issues with the company from the start. My internet service has been abruptly cut off, and I've discovered I'm being billed for a month when I had no service. We faced obstacles in trying to get service because the previous resident had not canceled their account properly. Even after numerous attempts to set up the service, it failed repeatedly. After much frustration, we decided to cancel our plan. We managed to get service from another provider promptly, but it only lasted a week. Despite trying to contact customer service and receiving promises of refunds and discounts, the issues persist. Communication has been poor, with dropped calls and lack of follow-up. It seems there are billing discrepancies and I am seeking a resolution to this matter promptly.

In September, the same technician visited three times to set up our services but faced modem issues. He submitted tickets each time. On the fourth visit, the supervisor discovered an ordering code error. He assured me that the problem would be resolved, but no one followed up. By early October, my internet and TV were suddenly active. Recent billing confusion led to threats about a higher amount due. After contacting billing, a promise of a callback for a credit on my account was not fulfilled. Multiple calls resulted in long wait times and no resolution. The issue with Teen Nick channel not being received was raised, but specifying the channel was required, which was challenging since it was not showing up. Additionally, the service quality has been poor, with channels constantly cutting in and out, sound issues, and the guide displaying "to be announced" instead of program information. This situation needs immediate attention.

I recently received my bill via email and noticed that I was overdue. I have not received the previous bill by email, despite checking all emails received in the past 45 days and finding none from Suddenlink. I have a long history as a loyal customer and have always made timely payments. I have already paid the current bill and kindly request to have the $10 late fee refunded. Thank you. Account #07[redacted]60-08 in the name of James L Henning.

I have automatic bill payments, and I received a late payment notification. However, my bank statements show a deduction every month. I don't understand why I am considered late. I attempted three times to resolve this over the phone, but got disconnected each time. It's frustrating to see I'm late when the money is being taken from my account. I would like this issue resolved promptly. If not, I will cancel automatic payments and prefer to receive a bill to pay by check. I've been a customer since [redacted] when it was Cox, and I want to ensure the payment goes to my account as intended.

For four months, I have contacted Suddenlink regarding our internet speed issues. Despite paying for [redacted] Mbps, we are only getting 2.5 Mbps. Various technicians have visited, with promises of fixing the problem, but it remains unresolved. My wife has had to be home for these visits, causing her to miss work. We were also charged for services we were told would be free. I have spent over 10 hours on the phone trying to get this sorted out, with no solution in sight. I was assured of compensation once the issue was fixed, but it has been months with no resolution. I'm seeking a refund of $[redacted] for the service fees, compensation for the lack of service, and acknowledgment of the time and effort we've spent trying to resolve this matter. - R. T.

I was assured my account was resolved, and the erroneous bill was a mistake following my move. Despite talking to two representatives who confirmed this for two consecutive months, I was unable to pay online, so I trusted their information. The charges disappeared, but now they reappeared, and I have been sent to collections. I remember the names of the individuals who assured me the charges were incorrect. This situation is distressing as it could harm my credit, given that I was previously informed it was an error that would be fixed. I am considering contacting the Better Business Bureau and potentially canceling our current services due to this situation. Normally, I am diligent in paying my bills, and I would have settled this one promptly if I had not been previously assured it was incorrect. The timing during the holiday season makes this even more frustrating.

Account number [redacted]; Access Code: [redacted] I have noticed an ongoing issue with errors on my statements for the past three months, resulting in overcharges. In September, I contacted Lance in the Retention Department in Tyler, Texas, to dispute a charge of $25.14 for STARZ, a service we did not want but had been offered as a free trial. Lance removed the charge as requested. However, in October, the statement reflected an incorrect previous balance of $25.14. I spoke with Shenika on October 2nd to address this discrepancy. Despite a lengthy call and hold time, I only received a credit of $10, not the full $25.14 that should have been removed. This lowered my bill to $[redacted].08, which I paid. Now, on the November statement, there is a remaining previous balance of $10. I request that the bookkeeping department rectify these charges promptly to avoid any further late fees. We never requested the STARZ service and should not have been charged for it. Thank you for your attention to this matter.

Dear Sir/Madam, I am writing to address the ongoing overcharges on our account for the past three months. Our account number is 07[redacted]43-01-9 with access code [redacted]. In September, after speaking with Lance from the Retention Department in Tyler, Texas, we were initially credited $25.14 for the unauthorized STARZ service charge on our statement. However, subsequent bills continued to show erroneous previous balances, causing further confusion. Despite several attempts to resolve this issue over the phone, it seems the corrections have not been made accurately. We are requesting immediate rectification to ensure we are not billed for any more previous balances moving forward. Your prompt attention to this matter would be greatly appreciated. Thank you for your assistance.

I placed an order for new service online over a week ago, but I have been facing issues with the activation. Despite emailing multiple times and speaking to several customer service representatives over the phone, my problem remains unresolved. This situation is particularly frustrating as I rely on this service for work and have been unable to use it. The experience with the company's customer service has been disappointing due to rude and unhelpful interactions, including being transferred multiple times during a call without warning. I have requested to escalate my concern to a supervisor or manager, but unfortunately, I have not been able to do so. I am considering sharing my negative experience on various platforms if the issue is not addressed promptly. I have received confirmation emails for the service, yet it has not been activated, and it seems that my order is not traceable in the system. I kindly request expedited assistance in turning on the service as soon as possible. Thank you for your attention, and I hope you have a pleasant day.

I experience periodic outages with my Suddenlink phone, internet, and TV services. The disruptions have been ongoing, with a particularly bad period in late May/June [redacted] when I was without service for three weeks. Since then, I've had intermittent outages, sometimes lasting only a few hours or even minutes. However, since October 15, [redacted], I've had more downtime than uptime. The service flickers on for seconds, minutes, or hours before cutting out again. Despite multiple visits from technicians confirming the issue is with the line, not my equipment, the problem persists. The line urgently requires repair, and I believe Suddenlink should hire their own workers for these tasks rather than outsourcing.

In September [redacted], I bought my own router/modem to replace the equipment Sudden Link was billing me $10 a month for. Despite returning their equipment as confirmed in over half a dozen calls, the charge has not been taken off, nor have I received a refund for the overcharge. I have spent hours waiting on the phone each time, being assured the charge would be removed and refund issued. I am now considering submitting a complaint to the FCC. My only request is for the charge to be removed and the overcharge refunded.

For the past three days, I have been attempting to speak with someone regarding my bill. It has taken 45 minutes to an hour for a representative to answer my call. I have communicated that there is an overcharge on my account, requested to speak with a supervisor, and was informed that a supervisor would call me back the same day, which has not happened. Despite multiple promises of call backs, I have not received any. After being a customer for over six years, this level of service is disappointing. I am considering switching to another cable company. My name is D. Mathia, and my account number is [redacted]. I was billed $[redacted].77, but it should only be $[redacted].43. I was incorrectly charged a service fee despite already paying a monthly service charge. Additionally, I had to replace a faulty receiver box, and the replacement was said to be free. I am requesting a $50 credit for that charge. If this matter is not resolved, I will have to seek service elsewhere. Kindly assist me.

I inquired about a promotion a week or so ago that offered double the service at half the regular price for a lifetime. Unfortunately, as a current customer, I was informed that I do not qualify for this special. I'm curious as to why I received these offers that I'm unable to avail of. It seems unfair that loyal customers are excluded from such advantageous deals. Despite consistently paying my bills and recommending this company, my charges keep increasing while new customers enjoy better rates for more services. I'm feeling unappreciated as a loyal customer. I'd appreciate discussing options for a better deal or exploring the possibility of canceling my service.

I encountered a persistent issue. Despite numerous calls, my billing problem was eventually resolved by your company. However, my internet service was disrupted because of an unremoved box on the outside pole after discontinuing our TV service through you. Although temporarily fixed, it failed again after two days. Through another frustrating call with customer service, I arranged for a technician appointment, which is set for November 18, [redacted], a week and a half away. The prolonged lack of service, dating back to October 19, continues unabated till today, November 13. I have repeatedly requested new equipment installation to no avail. I trust that the company values its long-standing customers and will compensate for the inconvenience, including the loss of my ability to work from home due to the unstable internet connection. This enduring relationship with Suddenlink has been challenging.

I signed up for Suddenlink back in May and they promised free installation with no extra charge, which was incorrect. They wanted to charge me for extra rooms and the quoted price was different from what they charged me. They also offered a $[redacted] gift card if I maintained my bill on time for three months, which I have done for almost 7 months now, but I still haven't received the gift card. Every time I call, I get someone who tells me it's in the mail or already processed, which is not true. I feel like the company is not keeping its promises and I'm frustrated. They now say I have to wait another three months, and I don't understand why. I have not received the $[redacted] gift card, and the customer service has been unhelpful.

Our internet was disconnected on 11/12/19 around 4:30 pm. After contacting suddenlink at 8 pm, I was told the disconnection was in error and that a technician would be here between 10 am and 8 pm on 11/13/19 to reconnect it. On 11/13/19 at 9:30 am, I called to confirm, receiving reassurance it would be resolved. However, by 4 pm, I received an email claiming the service was restored, but the internet cable on the pole remains disconnected. Upon calling again, I was told the earliest a technician could come was 11/29/19, which is unacceptable. Despite having paid the bill, there seems to be no valid reason for the disconnection. This is the second time this issue has occurred, and I am currently back on hold with suddenlink to address and resolve this matter promptly.

We initially signed up for a service through Amazon for a $59.59 phone bill with a $5 monthly fee. However, the technician who came to set it up did not receive the information. My son resorted to getting a Majic Jack as a temporary solution. I am hoping to go back to the original phone line arrangement but can only communicate through my website. I would like to have the phone line installed as per the original deal. We've been struggling with the Majic Jack for several days without a working phone. I appreciate the efforts, but being almost 76, I prefer straightforward and honest dealings. Could a technician be scheduled to install the line and assign a new telephone number? My family members have been assisting, but the phone number provided ([redacted]) was not functional. Please confirm the $[redacted].14 check that was sent to [redacted] billing address on 11/10/19.