SuddenLink Customer Service Issues

I have been experiencing consistent internet lagging at my service address [redacted] S. Bolton St, Jacksonville, TX [redacted]. After troubleshooting with a new modem and contacting the provider, a technician visited and fixed an outside interference issue. Unexpectedly, a $60.00+ charge for the technician's visit appeared on my bill despite assurance from the company that there would be no charge. This has caused frustration as we were promised no fees for the external repair. We are seeking the removal of this charge and any associated late fees. We are long-term clients and hope to resolve this matter promptly as we consider our options for service providers. Please address this issue at your earliest convenience. Thank you. - John and Ana G. Phone: [redacted]

On the night of June 3, [redacted], a severe storm caused my cable to go out. Despite reporting the internet outage to the provider the next afternoon, I was informed that the cable lines on the telephone poles in my area were damaged. When I called this morning at 9:30 am to inquire about the repair timeline, I was automatically scheduled for an appointment in two days. Multiple attempts to speak to a representative failed due to a high volume of outages in the area. It's frustrating to have to wait for Suddenlink to address their own damaged lines when there is a service outage in the neighborhood.

I urgently need to make a payment to restore my internet connection immediately. Despite being informed that the disconnection would occur on the 29th at midnight, my service was cut off at 3 am. I have been attempting to contact Suddenlink for an hour without success. Unfortunately, I am unable to make a payment through the website or automated system. Suddenlink attempted to charge an empty card despite me paying the bill with another card. This miscommunication is not my responsibility. We specifically inquired about the latest payment time before disconnection so we could arrange the funds accordingly. The situation must be addressed promptly.

I have been trying to reach someone at Suddenlink for more than a week now without success. After being on hold for over an hour multiple times, I have not been able to get my issue resolved. Despite promises of a callback from a supervisor, I have not heard back. Currently, I am on hold at work for [redacted] minutes, which is highly inconvenient. I reside at [redacted] S Tulsa Ave, Russellville, AR [redacted], under the name Tracy Marchky. The problem I am facing is being charged for a technician's absence when we were actually home, and we have security cameras that show no one came. I was also incorrectly informed that we were contacted and left a door hanger, both of which are untrue. The intermittent service issue remains unresolved, yet we are billed consistently for unsatisfactory service. I urgently request that this false billing be corrected immediately and the service issue be addressed promptly. Your prompt attention to this matter is greatly appreciated.

Our wifi has been unreliable for a while, and we recently upgraded to a new modem-router combo. Unfortunately, the connection issues have only worsened since the installation on Monday. We've attempted various troubleshooting methods, including unplugging and resetting the device with no success. Despite relying on automated assistance to reset our router, the problem persists. We are seeking assistance to resolve these ongoing connectivity issues as we aim to have stable wifi service for $41.50 a month.

My service has been consistently problematic since installation on 7-1. Despite multiple calls and visits from contractors and installers, the issue seems to be with the transmission line rather than my house. Each time it rains, the service goes out, likely due to a crack in the cable allowing water penetration. It is evident that there is a lack of local staff capable of addressing and resolving this ongoing issue. I intend to escalate this matter by sharing my experience on social media and reaching out to local news channels to shed light on the poor service provided. I am withholding payment until the service is fully operational and reliable as promised. #SeekingResolution

I have been in Houston at M.D. Anderson hospital receiving cancer treatments for the past three weeks. Before leaving for treatment, I made a payment of $[redacted].00 on my bill. Upon being discharged at 9pm, I checked my Suddenlink account while on the interstate heading home and discovered that my account was past due and the $[redacted] payment hadn't been applied. When I verified my bank statement, it showed the $[redacted] payment as a successful transaction. I reached out to Suddenlink to address the issue, explaining the situation and expressing the importance of having cable services during my Colon Cancer treatments. As I will be confined to bed for three days after returning home, being able to watch TV is significant for my well-being. Despite the late hour, I urgently need assistance in resolving this matter to ensure my services remain active. I attempted to make another payment, but was informed it could not be processed. Any help in resolving this would be greatly appreciated. Thank you.

The first technician correctly placed the cable for my internet, but it was on the ground near the driveway. Unfortunately, the second technician dug up my driveway and left a mess with the cable placed in the gravel, which will be damaged as I drive over it daily. I am upset as this will ruin my new gravel driveway. When they return to replace the cable, they will likely ruin my driveway again. This situation is not acceptable. I kindly request a technician to come back and reinstall the cable underground properly to avoid further damage. Doing it correctly the first time is important for customer satisfaction and cost-effectiveness. I am concerned about the upcoming service interruption during this process. Can someone please acknowledge this email and ensure the issue is rectified promptly? Thank you, Vickie L., [redacted] Greystone, Russellville, AR.

I visited your website and noticed that you offer the option to add additional outlets for $25 each. Today, during the service installation, the technician mentioned they are unable to add outlets. I had inquired about this and the cost when I made the initial payment yesterday, and I was assured that outlets could be added for $25 each. When I reached out to customer support, I was informed that Suddenlink no longer provides this service, contrary to what is stated on your website. Currently, I have cables running from my living room to the bedrooms, which is inconvenient. I am respectfully requesting the addition of outlets at the previously agreed-upon rate of $25 per outlet, as detailed on your website and confirmed during my initial payment. It is important for me to have this matter resolved as soon as possible, as I was under the impression that outlets could be added and did not expect to have exposed wires in my living space. Thank you for your assistance in addressing this issue.

I scheduled Cable, Internet, and phone installation for 8/3. The technician found a line needed to be dropped from the box to the house and said he would submit a work order. I've called multiple times, only to be told it's first come first served. After 3 weeks, I discovered my original order was canceled. I'm being asked to start over with a new order. I am frustrated and disappointed. I need this resolved and services provided in the next 48 hours. This has been the worst experience with your company. No one seems to care. Today I was informed that it's your busy season, but waiting for three weeks is unacceptable. I feel mistreated. Unfortunately, with you being the only provider in Flagstaff, AZ, I have no other option.

I am Rita Phelps, and I am relocating from [redacted] Eds Grocery Rd in Williamston, NC [redacted] due to separating from my husband. I visited the Greenville, NC office to return my cable box and requested to disconnect cable services while keeping the internet on August 13th. Despite multiple calls, even speaking to a Manager in the Retention department, and assurances of a technician blocking the cable signal, the service remains active. After notifying the office about the ongoing issue, a rescheduled visit was arranged for August 30th. As I am leaving the address for good on September 8th, I intend to transfer my internet service. If Suddenlink cannot resolve the cable disconnection matter promptly at [redacted] Eds Grocery Rd in Williamston, I may consider switching to another provider. I urge for a solution as my husband continues to receive free cable. Please contact me at [redacted] with an update on this matter.

I am Rita Phelps. I am relocating from [redacted] Eds Grocery Rd, Williamston, NC [redacted] due to separation from my husband. I visited the Greenville, NC main office to return my cable box and requested to disconnect cable services while keeping my internet on August 13th. Despite multiple calls to Suddenlink, including speaking with a manager in the retention department who promised to block the signal, the cable remains active at my previous address. I fear my husband is benefiting from free cable. I returned to the main office and they rescheduled a technician, but as of August 30th, the issue persists. I am vacating the premises on September 8th and wish to transfer my internet service. If Suddenlink cannot resolve the cable issue promptly, I may seek services from another provider. Kindly contact me at [redacted] with updates on this matter. Thank you.

A few years back, I bought an Arris modem from Suddenlink at Charleston Town Center Mall for my internet at Montrose Dr., South Charleston. In April [redacted], I moved to Ravinia Rd., Charleston, and in April [redacted], discontinued the service. Recently on September 1, [redacted], new service was set up at a new address on Bridge Rd. The technician from "Space something" refused to use the previously purchased Arris modem, claiming Suddenlink instructed him to switch it out. They took the owned modem but insisted on renting a new one. Now, we're stuck with unresolved charges and need the matter sorted out by either returning the purchased modem, offering a credit, or marking the new modem as paid, not rented. Hoping for a prompt solution from Suddenlink to avoid further escalations. Thank you.

Please help me with this ongoing issue. My husband, who has had Parkinson's Disease for 22 years, relies on the TV and we have been facing problems for over a month. I have reached out for support multiple times, even calling three times yesterday alone but still haven't found a solution. Technicians have visited twice, sometimes I would only hear a recorded message without the option to leave one. I have been told to request credit for the many days the TV was not working properly, which amounted to about 2 weeks on and off. This has been a significant inconvenience for us. I need to know the correct amount to pay on my bill due today. Thank you for any assistance you can provide in resolving this issue.

I recently spoke with a technical support representative regarding issues with one of our five TVs at home. Unfortunately, as we discussed, another TV suddenly stopped working without a resolution. The support person was unable to fix the initial TV problem or prevent the second issue. Surprisingly, he seemed unfamiliar with the Suddenlink equipment we have. This experience marks the first time in my 13 years with Suddenlink that I encountered such unhelpful and rude service. I hope this agent is not in a position of supporting a family, as his lack of assistance was disappointing. I expressed my frustration, which may not have been friendly, before the call ended. Luckily, we managed to restart the second TV, and an agent is scheduled to visit on Thursday. This situation raises concerns about Suddenlink's ability to handle customer needs promptly. Thank you for your attention.

I am extremely frustrated with the employees at the billing department. I was charged for a month in December [redacted] that I did not have Suddenlink services. I canceled in November and two years later I received a collection notice claiming I owe $[redacted].81. When I visited the office to inquire, they mentioned it stemmed from December [redacted]. I explained I had already canceled in November and had a different cable and internet provider in December [redacted]. Despite being assured I wouldn't have any charges upon my cancellation, now I am being asked to pay for a month I did not use your service. It is concerning that it took two years for this issue to escalate to a collection agency. I have bills from Direct TV and Frontier for that December [redacted] to prove my usage with another provider. I am disappointed with the system in place and the lack of communication regarding my account.

I have two TVs linked to Suddenlink cable service. The one in the living room is working well, but the one in the bedroom is experiencing serious issues. It frequently jumps, freezes, and displays a message suggesting slow network speed with a broken web address for assistance. These problems started a few months ago and have worsened. The bedroom TV is almost unusable as it stops entirely if I attempt to fast forward due to the network speed message. I'm disappointed that video on demand (VOD) isn't available in my area, a detail I wasn't informed of when I signed up in December [redacted]. Without improvements in the near future, switching back to DirecTV might be my only option, as I can't even watch the news comfortably from my bedroom TV.

I have been a long-time customer, at least as far back as I can remember. Around two weeks ago, our neighborhood, and it seems like the entire area, experienced intermittent Internet outages for about two weeks. These outages lasted a day or more, sometimes also affecting the TV service. Reporting the outages took around 45 minutes each time. Despite multiple calls from my neighbors and me, we never received an estimated time for the issues to be resolved. Initially, I was assured of a bill adjustment in the next billing cycle, which turned out to be untrue. When I inquired about the bill adjustment today, I was informed after a prolonged wait that we were only without service for 4 hours! Requesting to speak with a supervisor led to another extended hold, with no one available, prompting a callback promise that never materialized. After calling again around 7 p.m., I eventually reached a supervisor who mentioned that the system usage indicated a possible outage of 6 days, contradicting the 4-hour claim. The resolution offered was a mere $11 credit, without any room for negotiation or further action. Given the inconvenience, reporting struggles, unclear communication on issue resolution, and the loss of Internet and TV service on multiple evenings, I am left feeling unappreciated as a customer. If this is the best that can be offered after years of loyalty, I may have to explore other service providers. Thanks, Scott F. [redacted]

I am concerned about the recent rate increase by Suddenlink Altice following the federal tax breaks given to corporations. How can Altice justify this raise right after receiving tax breaks? I am questioning the size of the executive bonuses that may result from this move. I believe the tax breaks were intended to help companies enhance their services, not raise rates. I would like to see the rates lowered to their previous levels, if not even lower, to align with the purpose of the tax breaks. I have already filed a complaint with the FCC, and I will be urging other Altice customers to do the same. - Steven F.

I've had two service calls at my place recently for my televisions. When watching a show or movie, it seems as though the viewing pauses intermittently, then resumes after a short delay, occurring a few times every hour. The duration of these pauses varies, sometimes lasting up to a minute and a half. During the last visit, the technician dropped off a controller, mentioned they were aware of the issue related to the lines up the street, and quickly left without inspecting the TV. This has been an ongoing problem for about 4-5 months, and I believe it's an external issue, not internal. I kindly request that Suddenlink send a qualified company technician instead of a contractor to troubleshoot and rectify the problem. Thank you for your attention to this matter. Sincerely, Bryan H. [redacted] cr [redacted], Dayton, Texas, [redacted].