SuddenLink Customer Service Issues

Archive 9

The following are issues that customers reported to GetHuman about SuddenLink customer service, archive #9. It includes a selection of 20 issue(s) reported November 17, 2019 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
For over two weeks, my telecable and internet service has been unreliable. It works for half a day and then goes out for two days. I called Suddenlink after waiting nearly an hour on the phone to report the service issue. They acknowledged the problem and mentioned that my neighbors with Suddenlink are also experiencing service outages. Suddenlink promised a technician would come to fix it, but it would take at least a week. Despite waiting, they called me multiple times only to hang up when I answered. Finally, when I did speak to someone, they informed me that the tech visit was canceled as the issue was at the pole, not inside my home. They advised against calling Suddenlink for this matter again. Initially, I doubted if it was really Suddenlink due to their behavior, especially when they asked for my account number. After checking the number online, it was indeed affiliated with Suddenlink.
Reported by GetHuman-mbmelind on Sunday, November 17, 2019 10:42 PM
I am currently on hold with Suddenlink. On November 18th, I contacted Suddenlink to disconnect my services. The representative informed me that even if we deactivate the services now, I would need to pay for the whole month. Consequently, I decided to keep the services until December 17 to coincide with the end of my billing cycle. Today is November 25th, and my services have been severed. After spending close to 2 hours on the phone, mostly waiting on hold, I have been transferred to three different people. One representative mentioned that payments are made after services are provided, which contradicts the fact that payments are typically made before receiving services. Despite my bill being settled, my services remain disconnected, and I am still seeking clarification. I demand either the restoration of the services I paid for or a refund. The lack of information surrounding the disconnection of my services and the misleading payment statement are frustrating. I feel that Suddenlink may be attempting to dishonestly retain my money. Please assist in resolving this matter.
Reported by GetHuman3992658 on Monday, November 25, 2019 5:34 PM
The cable from Suddenlink has been down in the creek for weeks due to fallen trees. Despite multiple attempts to have the issue fixed, it remains unresolved. While repair technicians have made temporary repairs, the line is still in the creek and the service quality is poor. All other services in the area have been restored. Efforts to speak with a live representative were made weeks ago. Contact was also made with the governor's office to address this issue. Modem resets and service credits have been provided for the days without service. A call from a real person is requested instead of navigating automated options at [redacted]. Community members are hoping for proper restoration of service by the provider soon.
Reported by GetHuman-tommymrp on Thursday, November 28, 2019 3:55 AM
I recently lost my mother, and I encountered challenges with disconnecting her service without a death certificate, which took three weeks to obtain. Despite nobody using the services after her passing, I received a bill for almost $[redacted]. I am not familiar with Suddenlink's processes, and nobody informed me about returning any equipment. I am willing to return it now. Dealing with the loss of my mom has been tough, and this situation is adding unnecessary stress. Furthermore, the inability to speak to a live person for assistance is frustrating.
Reported by GetHuman-cobbkati on Monday, December 2, 2019 8:18 PM
I have noticed a $63.51 charge on my account for a missed service fee. Our entire street experienced a 4-day outage, and despite multiple attempts to contact Suddenlink, none of us could reach a live person for help. Even a neighbor who runs a home-based business over the internet waited on hold for 6 hours without success. After many failed attempts, Joe L. managed to speak with someone who eventually sent a technician. However, no Suddenlink employee was ever seen on my property during this time. Eventually, a technician from Suddenlink fixed the problem by replacing a fuse. I refuse to pay this charge as I always pay my bills in advance and have been a long-time customer. If the charge is not removed by Friday, Dec 13, I will file a complaint with the Attorney General and seek legal advice. None of my neighbors have reported a similar charge, and I am prepared to switch to DirecTV if necessary.
Reported by GetHuman-pianofan on Monday, December 2, 2019 8:21 PM
I terminated my internet/TV service in College Station on 7/3/19 over the phone. The representative assured me that canceling and returning the equipment was all I needed to do. Despite being disconnected in July, Suddenlink has been billing me for future service months. After contacting them again, another representative acknowledged the billing error and assured me I did not owe anything. However, I have started receiving letters from a debt collector regarding the $[redacted].33 bill. It has been challenging to reach a live person at Suddenlink for assistance.
Reported by GetHuman4028081 on Monday, December 2, 2019 8:24 PM
I encountered a $60 billing issue that persisted even after cancelling my services and switching to Direct TV and Frontier. Despite attempting to disconnect multiple times, I was enticed with more offers until my bill was eventually resolved. Although I couldn't terminate Direct TV, I was convinced to retain Internet and phone with the assurance of free reconnection. However, my latest bill amount is $[redacted], drastically higher than the $[redacted] I was previously informed of, which included Internet, Cable, and Phone services along with a bundle. Feeling frustrated by the fluctuating charges, I've contacted customer service several times today only to be shuffled around. I am greatly displeased and contemplating reaching out to Frontier again to reinstate all services as this situation is becoming unbearably vexing.
Reported by GetHuman-moonlitk on Monday, December 2, 2019 10:57 PM
We've had no TV service for two weeks, despite a promised visit today after 2 pm. This morning at 8:45 am, a technician stopped by and mentioned needing to replace the cable box. He said he would be back within an hour but had another appointment to attend. It's now 3:45 pm, and we haven't received any updates on the delay. Our home phone number on the account is [redacted]. We'd like to know when we can expect to have this problem fixed. Thank you.
Reported by GetHuman-rilamglo on Monday, December 2, 2019 11:44 PM
Our internet has been down for three days, and despite my attempts to get it fixed over the past two days, the WiFi calling couldn't connect to the network, resulting in dropped calls three times. None of the customer service representatives tried to call me back. I need help resolving this issue and would also like my billing adjusted or pro-rated as we couldn't use the internet, either hardwired or via WiFi, due to this problem. Thank you.
Reported by GetHuman4033491 on Tuesday, December 3, 2019 4:48 PM
In late September, I contacted Sudden Link to request a vacation hold for my TV service in Munds Park, Arizona, starting on October 1 as I was leaving at the end of September. I also reported an outage. While they resolved the outage, they did not initially place my service on vacation hold. Subsequently, I received a full bill of $[redacted].55 for October. Despite multiple calls and requests for reimbursement of the overcharged amount for the vacation hold period, Sudden Link initially declined to refund me. After struggling to reach a real person through numerous calls and hours on hold, all agents refused the reimbursement. They claimed that their charge was accurate. I insisted that I had requested the vacation hold in late September before my departure, but their records were inconsistent. Being a 90-year-old widow on a fixed income, every dollar matters to me. Dealing with Sudden Link has been frustrating due to the lengthy wait times, the repeated denials, and the lack of empathy towards my situation. I have been a loyal customer for 25 years, always requesting winter vacation holds without issues. The conflicting information on when to request the hold refund, along with the difficulties in reaching a resolution, have left me disheartened. I am contemplating canceling my service and involving the Better Business Bureau if this matter is not resolved promptly. I simply seek a refund of the difference between the full charge and the vacation hold amount for October without enduring further hours of fruitless phone calls. The customer service experience has been subpar, and I urge Sudden Link to improve their service by increasing staff availability. I sincerely hope for a swift resolution to this issue.
Reported by GetHuman3710765 on Tuesday, December 3, 2019 5:27 PM
I am closing the account for the property at [redacted] Crystal Lane, Meadow Vista, CA, [redacted], which is being used by my tenants. I do not have the account number. I did not request any repairs as we were away when a technician was scheduled to visit. I am frustrated with the automated phone calls. I may look into another service provider. I prefer to avoid traveling to Truckee. - J. Privara
Reported by GetHuman-joepriva on Tuesday, December 3, 2019 6:02 PM
Our TV has been out for over two weeks now. The technician came on Monday morning promising a replacement box but never returned. We've tried contacting Suddenlink through their website, waited for hours with no response, and then called them. The first call lasted 40 minutes before it was dropped. When we called again, we struggled to understand the person due to their English. This whole situation has left us frustrated and without a solution.
Reported by GetHuman-rilamglo on Tuesday, December 3, 2019 7:46 PM
I have been making international direct calls to South Korea for years, relying on Suddenlink's advertised rate of $0.12 per minute. However, in the past two months, I was shocked to see charges of $1.55 per minute, a significant increase. Despite my repeated attempts to address this with customer service, the issue remains unresolved. My October bill reflected a charge of $23.25 instead of the expected $1.68, and November's bill showed $[redacted].20 instead of approximately $9.96. Additionally, the federal universal service fees of $6.54 and $34.03 seem excessive. I am determined to resolve this discrepancy with Altice Suddenlink, the new service provider, as I value and require this international calling service. I am seeking clarification on why this sudden increase in charges occurred and am frustrated that after numerous calls, lasting over two hours each, no resolution has been reached.
Reported by GetHuman-dallas_a on Thursday, December 5, 2019 3:40 PM
I have been a loyal customer for over 10 years. However, I am facing an ongoing issue with Suddenlink. After my outdoor connection was accidentally cut while planting a tree, Suddenlink came to reconnect the service but left the exposed wire unburied. Despite multiple visits to the store and calls to customer service, the wire remains a safety hazard in my yard. I am concerned for the well-being of my family and visitors as someone could trip over it. I urgently request for the wire to be buried or rerouted as soon as possible, especially before the ground freezes in Greenville, NC. With Christmas approaching, this unresolved issue has left me very frustrated with the service provided.
Reported by GetHuman-mariawig on Friday, December 6, 2019 11:58 AM
Dear Suddenlink, I am reaching out to address an issue with my recent billing. Two days ago, I spoke with a representative regarding a double charge of $25.91 on my account this month. I had paid my overdue balance of $25.91, and intended to clear the current amount by the due date of 12-11-19 after my next paycheck. However, the double charge resulted in my account being overdrawn, incurring a $32.00 fee. My bank confirmed this as a company error and advised me to contact Suddenlink to address the fee. I kindly request a refund of the duplicate $25.91 charge and help with the $32.00 fee caused by this error. I have attached a copy of my bank statement showing the repetitive charges and the fee. I appreciate your prompt attention to rectify this issue. Thank you, Amanda S.
Reported by GetHuman4051747 on Friday, December 6, 2019 3:27 PM
I recently experienced internet speed problems. After visiting the cable office, the representative suggested I might need a new modem. I acquired and installed a new modem but still encountered slow speeds. Despite subscribing to a [redacted] Mbps plan, my actual speeds were consistently under 5 Mbps upon running multiple tests on both my cable and Wi-Fi connections. I am now requesting a technician's assistance to inspect my internet cable line for any potential issues.
Reported by GetHuman4057205 on Saturday, December 7, 2019 4:15 PM
I was surprised by the $60.00 charge for a technician's 15-minute visit to deliver a modem, especially since I wasn't informed I could have picked up the modem myself. When I tried to upgrade my service for unlimited internet, the agent neglected to mention there would be an additional $90.00 data cap fee. Despite attempting to switch back to unlimited internet online three times without success, I was still charged. After contacting them for help, I was promised a call back but haven't received one yet. Now, I'm facing $[redacted].00 in charges that could have been prevented with better communication from their end.
Reported by GetHuman-nychole on Sunday, December 8, 2019 11:41 AM
I have yet to receive my refund of around $[redacted]. I am actually owed more as I moved on August 13, [redacted]. I received an automated message stating that I owe $[redacted], but I no longer lived at the address. My son returned the equipment, and despite speaking with various customer service representatives, each gives me conflicting information about the refund for the autopay from September, October, and November [redacted], spanning 1-3 months.
Reported by GetHuman4064057 on Monday, December 9, 2019 5:29 AM
I have been experiencing some internet speed issues. After talking to a representative at my cable office, I purchased a new modem-router and connected it, but I am still facing speed problems. My expected download speed is one hundred mbps, but after running multiple speed tests on both my desktop and wifi, the results are consistently less than five mbps. The speed was normal initially, then suddenly dropped to less than five mbps, before returning to normal a few hours later. This fluctuation has been happening over the past few days. I believe I may need a technician to inspect my cable line.
Reported by GetHuman4065069 on Monday, December 9, 2019 12:15 PM
My Tivo box, with the serial number [redacted]E0146, is experiencing random pixelation on multiple channels. Interestingly, my other Tivo box does not have this issue on the same channels. Despite attempting reboots, the problem persists. After consulting with a tech support agent who advised another reboot, I am reaching out for further assistance. I suspect the problem lies within the Tivo box and would like to schedule a visit from a service technician. Thank you.
Reported by GetHuman4066355 on Monday, December 9, 2019 4:10 PM

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