My name is John Goodman and my service address is *** S. Bolton st Jacksonville, TX...

GetHuman-alcmgood's customer service issue with SuddenLink from May 2018

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The issue in GetHuman-alcmgood's own words
My name is John Goodman and my service address is *** S. Bolton st Jacksonville, TX *****. Phone * ***-***-****. I have been having constant problems with my internet service lagging. After changing our modem with a different one and disconnecting and reconnecting the modem numerous times in order to try to fix the problem, we decided to contact suddenlink and we were told that a technician would have to come to our residence and fix a problem outside of our home due to an exterior interference. Before we accepted we asked if we would be charged for the technician to come out and were told NO due to the problem being outside of our home. After the technician left and removed a splicer that suddenlink had installed when we first moved into the home, the issue seemed to be fixed but the following day the lagging began and we have had to contact suddenlink again in order to try to resolve this issue. We again were told to exchange out modem for another one. Now we have received our bill and it includes a $**.*** charge for the technician coming to remove the splicer after we were reassured twice that we would not be charged and that the charge would be removed. We are requesting that suddenlink remove this technician charge and any late fees charged to our account. We refuse to pay our monthly bill until this matter is rectified. We have been loyal customers of suddenlink for many years and hope to remain customers for years to come but we certainly do not appreciate being lied to and told one thing and then charged without any notice. Please contact me or my wife Ana Goodman at ***-***-**** asap. If this matter is not resolved we will transfer our business to another service provider immediately.
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Customer service issue
Reported by GetHuman-alcmgood
May 15th, 2018 - 10 mons ago
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GetHuman-alcmgood started working on this issue
May 15th, 2018 3:24pm