SuddenLink Customer Service Issues

On November 23, [redacted], Suddenlink deactivated our cable, internet, and home phone services by mistake. After several calls and a visit to the local office, our cable and internet were restored. We were assured our phone would be reconnected within 24-48 hours with the same number, but instead, we received a different one. Despite being told our old number wouldn't be given away for 30 days, it seems Suddenlink did give it away. While the phone now works, dialing the old number only results in endless ringing with no connection to our house. Despite numerous calls, the issue remains unresolved as of December 11, [redacted]. We've been loyal Suddenlink customers for years and are frustrated by the lack of a clear solution. We hope for a prompt resolution to this matter. Mrs. M. Montgomery, Account# [redacted].

I recently switched from receiving paper billing statements to electronic ones. However, since the switch, I have been unable to view my monthly statements online. When I attempt to access the PDFs through my account, all I encounter is a disorganized display of random characters. Despite contacting customer service regarding this issue, no resolution has been provided. I believe that it is a reasonable expectation for the company to ensure that customers are able to access their monthly bills accurately, detailing plan specifics and usage charges.

I made a payment for internet installation on 11/18/20. It's been nearly a month, and no installation has taken place. I have had over 4 appointments missed, promises of callbacks broken, and even experienced a disrespectful customer service interaction. I am requesting that a technician installs my internet by the end of this week. A local competitor has offered installation in 3 business days. If my issue is not resolved promptly, I may have to cancel my service and switch to the competitor.

Our landline phone number [redacted] was unexpectedly disconnected on Thursday, December 10th. Despite our efforts and speaking with various representatives who assured us they were working on it, we have been unable to restore the service. A technician came out on Saturday, December 12th and generated a ticket with the number DSTX[redacted]6 to reconnect our phone, but as of today, no progress has been made. We are frustrated by the lack of resolution in this matter. Thank you, Bonnie and Michael Stanley, [redacted] Bear Creek Lane, Georgetown, Texas [redacted]. The affected landline number is [redacted].

Two channels, AMC on channel 74, Bravo on 76, and E! on 77, are experiencing severe pixelation. Despite two technicians inspecting the lines and confirming they are functioning correctly, the issue persists. They were unable to test the TiVo box, prompting speculation whether the problem lies with the channels or the TiVo equipment. Many others have reported similar problems. Compensation seems warranted for this disappointing service. Communication with customer service has been challenging due to unclear phone support. With the service fees, improved assistance is expected. Anxious for your prompt resolution. Thank you. - D. Hornbeck

On October 9, [redacted], I explained to Kay'Ann my struggle with the bill increases. She promised to inquire about available promotions and said someone would follow up. After not receiving a callback, I reached out on October 29. Adam confirmed I qualified for a permanent promo but needed to clear a $[redacted].40 balance first. Despite explaining my fixed income as a 72-year-old relying solely on my s.s., he assured me of a $69.11 monthly bill "FOREVER" post-payment. I paid $[redacted].72 as quoted over the phone. However, my November bill showed $75.89 plus a $10 late fee. Speaking to Melody on November 17, she acknowledged the error, promised a $10 credit, and assured a fixed bill of $65.89 going forward. I made the payment. Come December 14, Kobe claims I owe $[redacted].50, yet no call from a supervisor as promised. The situation is frustrating, and I may have to explore other services if this isn't resolved promptly.

I am currently dealing with an ongoing issue with Suddenlink regarding the closure of my account, number #07[redacted]18-02, due to an alleged lack of payment. I am looking to resolve this matter before pursuing further actions such as filing complaints with the Better Business Bureau, the FCC, and the Attorney General of Texas, and initiating arbitration procedures. Despite my efforts to contact Suddenlink, I have only received automated messages demanding a payment of $[redacted].28, which I believe I do not owe. I had TV, phone, and internet services with Suddenlink for approximately 3 to 4 years until I experienced problems with TV service around June [redacted]. Despite seeking help from service technicians in Plainview, TX, and eventually cancelling all services in September [redacted], I continue to receive bills for the disputed amount. I am requesting a corporate representative from Suddenlink to reach out to me to address and resolve this issue promptly before escalations are taken. You can contact me at [redacted].

I would like to request the removal of the past due amount charged to my account ending in 02, which amounts to $[redacted].28. This charge is inaccurate as I have always paid Suddenlink on time through bank drafts without any delays. Please reach out to Sunrise Credit Service with the ticket number for resolution. I have faced numerous challenges in terms of service interruptions and changes during the transition from Suddenlink to Altice 1, and I hope this matter can be resolved promptly.

I am writing regarding the account closure of my late father, Walter Ketter, Jr., who passed away on Sept. 9, [redacted]. His account number is 07[redacted]33-01, and the equipment has been returned. I recently received a debit card in the mail with $51 on it, and I contacted wirecard to request a replacement with a paper check. However, my attempts to reach them via phone and their website have been unsuccessful. I am requesting a check for the $51 amount and the cancellation of the debit card. My name is Terrie R. Stickler, his daughter, residing at 51 Vent Frk., Clendenin, WV [redacted]. Any assistance with this matter would be greatly appreciated. Please get in touch with me at the email address provided. Thank you.

I am encountering significant difficulty and delays in obtaining the Internet [redacted] bundle with Core TV, unlimited data, for $70. Initially, I ordered a smaller package, but upon inquiring about the installation status, I was persuaded to upgrade to the [redacted] package by a customer service representative. However, post-installation, I discovered that the package did not include many TV channels. It appears that I was mistakenly given a package with only Basic TV, which was not a visible option when I reviewed the bundles. I was expecting the Internet [redacted] bundle with over [redacted] channels that was displayed online. Despite numerous calls and chat sessions, I have not received a resolution. My calls were disconnected multiple times during lengthy discussions. Initially, representatives insisted I had the correct package, leading to unnecessary service technician visits. It has become apparent that the package I received does not include the additional channels I desired. I have been advised that only the 'Excavation Dept' can assist me in rectifying this. I kindly request a prompt resolution to ensure I receive the Internet [redacted] Bundle with Core TV, unlimited data, as advertised for $70 plus applicable taxes and fees. Your prompt attention to this matter is greatly appreciated. Sincerely, Ed W.

I believe I am paying too much for my internet at $[redacted] for 400Mbps. I contacted customer service seeking assistance in aligning my plan with current pricing and speed offerings. During my first call, which lasted about 35 minutes, I spoke with billing and then sales. I was informed that no promotions were available but was then presented with a 1 Gig plan for $50/month. Seeking clarification, I was transferred to another representative but the details did not match, and eventually, the call was disconnected. My second call, lasting around 25 minutes, led me to "Mike, Michael Jackson." Despite explaining my situation, I was offered to be placed on a promotional waiting list. Requesting to speak with a Supervisor for resolution, I was informed that none were available. Even the Supervisor's Manager was unknown. After persisting, I was disconnected while waiting. I recognize the focus on attracting new customers, but it seems existing customers are overlooked. My aim is to pay a reasonable price for suitable internet service. As of now, it appears I am overpaying, and the customer care experience seems to evade addressing my concerns. I hope the company can assist in resolving this matter and provide fair service to its existing customers.

Hello, I have been trying to speak with someone for ten minutes! My concern is that when I moved over two years ago, I had cable in four rooms - three bedrooms and my living room. It is very unacceptable! One bedroom already has the equipment, but when I turn the TV on, it says "no signal" and the light on the equipment doesn't turn on. I hope this issue can be resolved from your end. And please, do not let a repeat of what happened before occur. Last time they tried to fix one problem, but ended up messing up the other TVs.

I have a Suddenlink cable box near my property by the sidewalk on Cynthia Ct. The green box has fallen over and remains open due to a tree root. This poses a danger, especially with children in the area. Despite contacting Suddenlink five times, no one has come out to address the issue. I have a collapsed pipe that needs fixing but cannot be repaired until the box is secured. This requires immediate attention. I am located at [redacted] Cynthia Ct., Leander, TX [redacted]. Please reach out to me promptly on [redacted] as this situation is urgent.

I am reviewing my bill for this month, and I noticed there are charges of $5.00 each for restoring service on my phone and internet. I would like these charges removed. The issue arose because my credit card, designated for automatic monthly payment, was not charged as it should have been. I did not receive any notification of the payment failure or an e-bill. When I called to address this, you waived the late fee but did not mention the reconnection charges due to the service interruption caused by the payment oversight. It was only revealed to me last month when my internet service was cut off unexpectedly. Upon inquiry, I was informed it was a system issue. Given that I paid the outstanding amount promptly upon learning about the problem, I request the removal of the reconnect fees, as this was the result of your error.

I've experienced high internet bills during the pandemic, particularly due to virtual learning. Initially, my bill was soaring to over $[redacted] each month. With my son needing it for school, I had to keep up. Eventually, unable to sustain the cost, I contacted support for a solution. They proposed an unlimited plan for $[redacted] monthly, which I accepted after paying a bill over $[redacted]. Suddenly, I received two bills totaling over $[redacted], leading to a disconnection. Amidst my efforts to address this, I tested positive for COVID and am still in recovery. It's distressing as I feel misled, and now, my child's education is being impacted.

I am still missing channels and having issues with Suddenlink since last Friday. I am not receiving my Hallmark channels and Lifetime Movie Network channel [redacted]. Recently, my bank account was compromised, leading to a $[redacted] loss, and I am currently awaiting a 10-day dispute process. Due to testing positive for Covid-19, I am unable to work and am in quarantine with my family. I am requesting Suddenlink to restore my channels, provide credit for the time without service, and consider delaying my bill payment due to my current situation. If Suddenlink does not assist with resolving these matters, I will pursue legal action. I expect Suddenlink to address these issues promptly.

Hello, I am currently a long-term customer with a bundled package of Internet, home phone, and cable. I have been notified that some promotional credits will expire soon, causing my bill to increase from $[redacted] per month. To ensure I have the best bundle to fit my budget, I plan to downgrade my TV service from Premier to Select. I understand this change may reflect on my next bill once the promotion expires. I kindly request assistance in exploring any available deals or savings and adjusting my TV service to Suddenlink Select TV. Thank you and Happy New Year. Best regards, Peter A. Access Code:[redacted] Account # [redacted]

Cable query: The main TV in my living room, connected to an older box, displays a correct picture format and sharp image. However, the two bedroom TVs, linked to newer boxes, lack proper picture formatting and have poor picture quality. I previously visited the local Suddenlink office for assistance and was informed about a possible additional fee of $11 per month to address this issue. Could someone provide more details on this and offer guidance on how to improve the bedroom TV quality to match the simplicity and quality of the living room TV? Appreciate any help.

I received my bill today indicating that my payment from last month was not received. I posted the check on December 14, [redacted], ahead of the December 21 due date. Previously, a similar incident led to a $35 stop payment fee. The service charges are already high without these additional issues. The check number was [redacted]. Please address this matter promptly. Thank you.

I have been trying to get in touch with someone regarding my account and canceling the service. I have made 6 calls today and spent 2 hours trying to resolve this issue. I have been overcharged, and additional charges keep appearing. I need assistance urgently. I do not have the account number or code with me. The account is linked to phone number [redacted] and located at [redacted] Texas Ave #11, Woodward, OK [redacted]. My name is Joy.