SuddenLink Customer Service Issues

For the past three weeks, our service has been unreliable, with today being particularly bad as it has been out almost all day. It seems like many people in the area are experiencing the same issue. The ongoing problem has persisted since we started using Suddenlink, and despite resetting the modem multiple times, we continue to face service interruptions. Waiting on hold for two hours without a response is frustrating, especially knowing the typical troubleshooting questions. This situation is affecting our daily activities, including our alarm system which requires additional services for backup. We hope that Suddenlink can address these recurring technical issues promptly to provide the reliable service we pay for each month. Thank you.

Hi there, I'm Jamie Howell, and I recently received my suddenlink service on Friday, 9/13. I'm experiencing an issue with my television that is connected to the cable box (not DVR). Despite resetting the box multiple times, I can only access one channel. I returned the box to the store for assistance as I was unable to connect with Tech Support. The store advised that Tech Support needs to finalize the setup remotely. Although a technician was supposed to assist me yesterday while I was at home, I did not receive a call. On the bright side, my other television without a box is working perfectly. I've tried reaching out to Tech Support multiple times without success and also left my contact information for a call back, but haven't received any response. To streamline communication, I'm providing my mother's email address, who is listed as a user on my account.

I returned my equipment a month ago but still haven't received the $[redacted]+ refund promised. I've been told the check was sent on two different dates, but it never arrived. Despite updating my address, the check still hasn't reached me. I spent four frustrating hours on the phone last Friday, being transferred multiple times before getting disconnected. I'm tired of the runaround and just want my $[redacted] returned promptly. If this isn't resolved soon, I may have to seek help from local TV stations for consumer fraud. It would have been much easier if the money could have just been refunded directly to my account. My name is Ron Watson, and you can reach me at [redacted].

I recently had my internet upgraded by Suddenlink from [redacted] Mbps to [redacted] Mbps, but there was confusion regarding the new passwords for the network. The technicians who performed the upgrade did not provide the new passwords for suddenlink.net [redacted] and 5753_5Ghz. I was using my old Linksys [redacted] passwords because I had a separate router, but now I see that the Suddenlink modem is broadcasting a new network. I need assistance in obtaining the new passwords and setting them up on my router. Additionally, I encountered an issue when trying to change my home number, and was quoted a $25 fee for the service, which seemed excessive. I believe there may be some misunderstanding as I do not have Suddenlink phone service. I will be expecting a technician on Thursday to address these matters. Thank you for your assistance. - James P. South Charleston, WV

I've been trying to replace my cable modem router combo since Saturday morning. I called four times, but only got through twice. I was even hung up on once. After spending a total of 6 hours on hold this weekend, I had to go back to my old modem/router for internet access. Yesterday, I was on hold for 4 hours before a tech support person told me my new router should start working in an hour or two. When I asked about better ways to contact her directly, she said no, which meant more waiting. Despite being promised a call back after setting up the new router, it never came. As a loyal customer for 5 years, the lack of proper customer service is truly frustrating.

On September 20, [redacted], my mother had a service visit scheduled to fix her phone. Sitting on the porch, a person approached her without her realizing due to her visual and auditory impairments. Unfortunately, she couldn't comprehend the purpose of the visit, and the individual left without resolving the issue. Upon contacting Suddenlink at 11:20 am, they returned my call at approximately 3:50 pm. Inquiring about the technician's absence, as the appointment window was between 8 am and 11 am, the representative mentioned no record of a missed appointment. Surprisingly, there was no prior notification regarding the visit. To our dismay, the bill received that Friday included charges for the unattended service call. My mother remained home the entire day, and my daughter assisted her until around 11 am. It's perplexing why she was billed for a service call she was present for.

On September 20, [redacted], my mother, Lela B., residing at [redacted] W 12th St, Post TX [redacted], had an 8 am to 11 am service call scheduled. Only one technician arrived during the time window. Since my mother is visually impaired and has hearing difficulties, she didn't catch if the technician addressed the phone issue. My daughter was cleaning inside the house and couldn't verify if it was the Suddenlink technician. Despite someone being home all day, when I contacted Suddenlink at 11.50 am, they couldn't find any record of a missed appointment. The call center reached back at 3.50 pm and rescheduled the visit due to the weather. I'm puzzled as there seems to be no documentation of the missed service call, even though she was at home.

I recently noticed a charge on my statement for a missed service call. On September 20, [redacted], I was at home either sitting on my porch or in the living room with my daughter. I called your company at 11:15 am but only received a call back at 3:50 pm. They claimed there was no record of any service call, let alone a missed one. I requested a reschedule due to a severe thunderstorm, thinking they wouldn't be able to do anything in such weather. Despite numerous attempts to contact them, I was still billed $[redacted]. In the past, I could directly speak to a representative and resolve issues promptly, but now it seems one has to wait for callbacks, if lucky enough to even receive one. I firmly request for the charge to be removed as there was someone at home all day on the 20th.

Good morning, I have been a loyal customer of Suddenlink for many years. Recently, I had to cancel my cable package due to the annual price increases. I used to have internet, landline, and basic cable for $[redacted].00 per month, but now I only have internet. I noticed that Suddenlink is offering $60 packages for all services with a lifetime price guarantee, but it seems this is only for new customers. Is there a way for long-time customers like me to access this deal? It would be great to see loyal customers rewarded too.

Recently, we had a technician visit our home to replace two boxes, one of which contained a TVO box, and connected everything for us. We frequently use TVO, but whenever we turn it on, a message pops up saying the TVO box is not activated, and the license will expire in 20 days. It instructs us to turn on the set-top box, which we don't have. We spent two hours on the phone waiting for assistance but never got any help. How can we stop this message from appearing every time we use the TVO?

My 89-year-old mother has been without a phone for two weeks. She has a medical alert system, and four technicians have been to her house. They keep telling her it will work within 24 hours, but it doesn't. I called for another technician, but they didn't show up. I provided my number to give access to the technician, but it wasn't given to him. So, we missed that technician. How many more times will this happen before my mother's phone gets fixed? I might consider switching to Dish for her and myself.

As a long-time Suddenlink business customer in Bullhead City, AZ, I've experienced significant rate increases each year, contrary to the 36-month contract I signed in [redacted] with Roxanne Feeney. Despite expecting reasonable inflation-adjusted increases, my bill has risen by over 30% in just 3 years, far surpassing typical yearly increases for rent and utilities. Suddenlink's repeated 10% increases annually have not only breached our contract but have also led to substantial excess payments on my part. This continuous escalation without oversight or accountability is concerning. I am seeking a local account representative to establish a more transparent and fair service agreement to address these steep and unjustified rate hikes. Kindly review the breakdown of my escalating charges below.

A technician visited our home to set up our new internet service. He mentioned that the service would be ready within the hour, which was around 3:30 pm EST. However, it's currently 9:19 pm, and we are still unable to access the internet. I've been on hold for tech support since 4 pm with no luck in reaching anyone. This issue needs to be resolved by tomorrow, and I request that our billing cycle does not commence until the service is fully operational. When the technician left, the service was not working, and that is concerning. I'd appreciate a prompt response.

I had Suddenlink installed on September 17. I was informed over the phone and via email that the installation fee would be waived. However, I have noticed on my bill that the charge has not been removed. I have contacted customer service seven times in an attempt to resolve this issue. A supervisor was supposed to contact me a week ago but has not. Today is the payment due date, and I do not want my service to be disconnected due to this outstanding charge. Additionally, there is a $[redacted] Amazon gift card at stake because of the unresolved bill. I have paid what I was instructed to pay, and if this is not rectified today, I will escalate this matter to corporate.

I am frustrated that I keep getting hit with late fees even though my bill is set up for automatic payments. Dealing with your internet service has been problematic, especially since I rely on it for working from home. It's incredibly annoying not being able to reach a real person for assistance. I have been attempting to reach out to your company for over two weeks now regarding different problems, and now I see a late fee on my bill. I contacted Governor Abbott's office today in the hopes that they can help with this situation. Your company's monopoly won't last if these issues continue.

On Friday, September 27th, a technician visited our new address to set up our upgraded internet and cable TV. Unfortunately, they couldn't connect the boxes in our rooms despite spending two hours on the phone with tech support. The following day, we attempted to resolve the issue ourselves without success. Another technician came on Tuesday, October 1st, but was unable to fix the problem. Currently, we are communicating with a support agent who is advising that we need another technician to come in. The situation has been ongoing since we placed the order two weeks ago, and it needs to be resolved urgently.

As a current customer, I am disappointed to report that my service has not been functioning properly for nearly two months now. My bill amount of $[redacted] is significantly higher than expected, given the ongoing issues. Despite multiple attempts to address this through customer support, the problems persist as the resolution promised has not been delivered. For almost three weeks, I have been attempting to reach a live person for assistance with no success. The automated system only directs me to make a payment, leaving my various service-related concerns unresolved. I am seeking genuine customer service to address these issues promptly. Thank you.

I have been trying to contact customer service for weeks regarding my new cable, phone, and internet service. I agreed to pay $[redacted] per month, but my bill for the past two months totals $[redacted], which is unreasonable. I am being charged for services like TiVo and on-demand that haven't been working since installation. Despite promises of a fix within three days, the issues persist. My phone keeps losing connection falsely, my internet frequently drops, and my channels are inconsistent. I demand a fair credit for the nonfunctional services and a resolution to the technical problems. After waiting nearly two hours on hold with no assistance, this lack of customer service is unacceptable. If these issues are not resolved or if I don't receive a response within 24 hours, I will cancel my service. Please contact me at my home number [redacted].

I have been unsuccessful in getting my internet to work despite multiple phone calls. I was scheduled for a call back on 10-6-19 at 10 a.m. since the internet hasn't been functioning properly since 8-1-10. I also tried a new modem, but it did not solve the issue. As a result, my business has suffered financial losses. If this matter is not resolved within the next 24 hours, I will be forced to seek services from another provider.

I am currently enrolled in the direct pay system with Suddenlink. I typically do not review my monthly bills in detail; however, I recently noticed an increase in my internet charges that seem excessive. Additionally, I have been consistently charged $10.00 monthly for a Wi-Fi modem fee, despite returning the modem over five years ago and using a personally purchased, superior modem from Best Buy. Although this fee was removed from my bill a year ago, it has somehow reappeared. Firstly, I request the removal of this modem fee from my bill. Secondly, I am exploring options to reduce my overall bill as the recent $20.00 increase in my monthly internet charges seems excessive considering the speed of the service provided, especially since I am now retired.