SuddenLink Customer Service Issues

To whom it may concern, I have been trying to resolve my billing issue regarding a $10 sports package I added in September. Despite numerous calls, chats, and visits to the local office, my bill remains incorrect due to a glitch in your new system. I have diligently documented all these interactions on my account. Each time, I am informed that the matter has been escalated to a manager who can address the credits, but they are never available. I am seeking credits for late fees and erroneous charges for new services on top of my existing ones. I am eager to settle my account, address outstanding fees, and proceed with canceling my service.

Over two months ago, I had internet service installed. However, the large orange cable line that was supposed to be buried weeks ago is still above ground. I am frustrated and disappointed by the delay in getting this resolved. My address is [redacted] Carlisle Court, St. Joseph, MO [redacted]. Access code [redacted]. I would appreciate any assistance in expediting the burying of this cable as promised during installation. The inconvenience of having to move it multiple times is becoming unbearable. I wish there was a way to speak with a live person to address this ongoing issue promptly.

I recently requested a vacation hold for my service in Munds Park, AZ, starting on October 1 but it was not processed correctly despite my call in mid-September. Instead of the expected charge of $18.05, I was billed the full amount of $[redacted].55 for October because of the oversight. Being on Auto-Pay, it was automatically deducted from my bank account. Despite numerous calls and long wait times on hold, I have been informed that the full charge is accurate, which has left me feeling frustrated. As a loyal customer for 25 years, I have never encountered this issue before, and I believe this situation could have been handled better. I am seeking assistance in resolving this matter promptly.

There is a Suddenlink cable running across my property and the street in front to my neighbors since May of this year. Kids play with it, and cars run over it, creating safety hazards. Service disruptions are common in the neighborhood, causing frustration. I have contacted customer service numerous times without resolution. The entire neighborhood is unhappy with the frequent internet and cable outages. It is essential to bury the cable to prevent further issues. Please address this concern promptly.

Three months ago, my account number was changed without my knowledge, leading to payment issues and service disconnection. Despite repeated calls to address the misapplied payments, it was discovered that I had been paying into the wrong account. I received a service number to resolve the issue but have not received the promised callback within 5 to 7 days. Currently, my cable and internet have been out for over seven days, and I am unable to reach a representative unless I make a payment of $[redacted].

I recently spoke to a representative who informed me that the price increase was non-negotiable. The representative expressed that they had no authority to adjust the billing, which left me feeling like I was talking to a machine. The rising costs of Suddenlink's services are becoming unaffordable, particularly for seniors on fixed incomes. It's becoming increasingly clear why there has been a surge in advertisements promoting devices that provide TV channels without the burden of subscription fees.

In late September, Suddenlink installed service at my new residence. The technician mentioned that another crew would arrive shortly to bury the cable connecting the pole to the house. Fast forward to mid-December, despite multiple calls and supposed service appointments (which mysteriously don't show up in the records), the cable remains unburied and a safety hazard. With a large family gathering planned for Christmas, including children, having the cable exposed poses a risk for accidents. It's crucial for the cable to be properly buried to prevent any potential harm or damage.

I recently received a letter from a collection agency claiming I owe $[redacted].97. My bank records show that I made a payment for this amount on 9/26/19 online. The transaction description reads as "AC-XEBRIDGE-ONNEC-ONLINE PMT." Additionally, I am being charged for two small boxes that I never possessed. My husband returned the large box when we terminated our services, and we have never had any small boxes while being customers of Sudden Link.

I'm questioning why I was charged for a service call to replace a substandard cable on my rented TiVo box that was installed by your service department. During the replacement, your service technician identified the old cable as substandard and pointed out the difference between the two cables. However, the issue of pixilation in my service remains unresolved. I am a long-time customer who expects better service. Best, ACC# 07[redacted]23-01-6

1. I'm having trouble connecting my Firestick to Suddenlink. 2. The Firestick connects without issues at work, so it seems to be a problem with Suddenlink. 3. I've tried troubleshooting on my own, including exchanging the Firestick. Since the device works in other locations and all other devices connect to my network, it seems the issue lies with Suddenlink. 4. When I reached out for support, I was offered tech support for $19.99, which is frustrating. I'm looking for assistance in figuring out why my device won't connect to Suddenlink when it works elsewhere. I need a solution beyond the usual troubleshooting steps.

I received two SIM cards to port two specific numbers. At the store, I bought two phones, one for my line and one for my husband's. We had a suitable phone for my son's line. Regrettably, the staff member used both SIM cards for the two phones, leaving me without one for my purchased device. Despite my efforts, I have been unable to find assistance. I simply require another SIM card. I made the purchases on the 9th, and was informed two days later about a new policy involving credit checks.

After canceling my service and returning all equipment, I settled my final bill in September. However, I'm now being billed an additional $50 for equipment I already returned. When I contacted Suddenlink, the representative named "Banna" was unhelpful, stating the issue was in collections with no resolution in sight. Despite requesting to escalate the matter to a supervisor, I was informed there was no supervisor available and was advised to wait 48 hours for a response. I made sure to return all equipment to my local store and meticulously verified each serial number with a Suddenlink employee. I'm baffled by their decision to issue a false bill and send me to collections after settling my account.

I am extremely frustrated with the service provided by your company. I have been dealing with issues for nearly a month now, and the lack of functional service is unacceptable. Despite disputing my bill due to the extended period of non-service, it feels like my concerns are not being addressed properly. Threatening to disconnect my service due to non-payment for a month when I haven't even had service seems unreasonable. I am no longer willing to make payments on a service that is not being delivered as promised. I am considering seeking legal assistance to address this matter. Your company's lack of follow-through on promises is disappointing.

I have been a Suddenlink customer for about 4 months but still do not have home phone service, yet I am being charged for it. The issue is I have been consistently billed $[redacted] a month, and if I don't pay, they threaten to disconnect my box and internet services. This is causing a significant financial strain on me as I am on a fixed monthly income. Despite making these large payments, Suddenlink continues to claim I owe them more money. This situation is frustrating, especially since I used to have satellite services which were not this problematic. I am considering contacting the Attorney General's office and the Better Business Bureau for assistance as I am fed up with this ongoing issue.

I am experiencing issues with our third-party Suddenlink service providers. They have been billing us for services we do not subscribe to, such as Showtime and on-demand content. Despite previous phone discussions where they promised to resolve the problem, it remains unresolved. The charges for these unrequested services total $40 per month, resulting in over $[redacted] over the past 8 months. A portion of our current bill is attributed to these unauthorized services. During a recent phone call, my spouse encountered unprofessional and aggressive behavior from their customer service representatives.

I signed up for automatic payments, but unfortunately, my service was shut off for the second time due to a system failure that caused the charge not to go through. There was no notification about the unpaid balance or the imminent service disconnection. I am shocked by this level of incompetence and I am seeking written assurance that the Altice family can effectively handle automatic payments. An apology and a guarantee that this issue will be resolved are also requested. Automatic payments should be a straightforward process, so I am eager to understand why this has been a recurring problem.

I would like to address an issue regarding my internet charges with Account # 07[redacted]07-04-5 and Access Code: [redacted]. Historically, my data use stayed below 250GB until a system upgrade in August caused unexpected overage fees. Despite numerous attempts to obtain clarification, the customer service representatives provided no insight into the data surge. Subsequent efforts, including consulting with an IT expert and adjusting my router settings, yielded no explanation for the sudden increase. I expressed my dissatisfaction in a letter and refrained from paying the $[redacted] overage charge until receiving further proof. Despite repeated attempts to engage with the company, the lack of meaningful response has escalated my frustration. A recent promotion offering increased speed and unlimited data further highlights the discrepancy between my actual usage and the charges incurred. Extensive calculations on my end reveal a stark discrepancy between the data reported and my activities. The prolonged power outages in California and personal circumstances further cast doubt on the validity of the charges. If this matter is not resolved promptly and satisfactorily, I intend to escalate it to the FCC and Better Business Bureau by mid-January. The recent decrease in data usage in December suggests a potential system correction; therefore, I urge for a resolution of this ongoing billing discrepancy. Sincerely, Mary G. Grass Valley, CA

Account number: 07[redacted]-06-4 Hello, I'm Larry. Our account is registered under Lorrie Wolverton. I would like to address and resolve the issues associated with this account. Kindly review all the notes on this account to understand the challenges we have faced. When I was deployed, significant time and effort were spent dealing with multiple issues related to our equipment (Modem). Upon my return to the US, I discovered that my family had been without service during my absence. It's crucial to clear the past due balance, complete the installation, and ensure that we have a functional service. If an agreement is not reached promptly, legal action may be pursued. We are eager to have a reliable service but will not accept billing for inadequate customer service. This installation process commenced during a service switch-over, and I request that a customer service manager capable of resolving these matters contact me directly.

I need assistance with an issue that doesn't fit in the box. My account number is [redacted]. Hello, I am Larry representing Lorrie Wolverton. I seek resolution for our account. Kindly review the detailed notes on our account to understand the ongoing issues. I have experienced more than 10 hours of time and frustration dealing with problems before my deployment. We possess the necessary equipment (modem) and expect all past due payments to be cleared. I request that the installation is completed promptly and that we receive a functional service. Upon my return to the US, I discovered my family was without service during my deployment. Legal action will be considered if a satisfactory resolution is not reached. We are eager for service but will not accept a bill for inadequate customer service. The installation process commenced during a switch over. Please arrange for a customer service manager empowered to resolve this matter to contact me.

Hello, this is Larry. Our account number is 07[redacted]-06-4, registered under Lorrie Wolverton. I'm reaching out to resolve the issues with our account. Please review all the notes related to this account to understand the problems we have faced. I experienced over 10 hours of time and frustration before being deployed outside the country. We already have the equipment (Modem) in place. I need the overdue balance addressed, and I want the installation to be completed promptly to ensure we have a working service. After returning to the US recently, I discovered that my family has been without service throughout my deployment. If we cannot reach an agreement promptly, legal action may be taken. We are eager to have the service restored, but we refuse to pay for inadequate customer service. The installation process started during a system switch, and I kindly request to speak with a Customer Service Manager with the authority to address our concerns.