SuddenLink Customer Service Issues

My internet service was disconnected due to a missed payment. I tried to extend the payment deadline as I am eligible for a one-time extension, but encountered a technical issue when attempting to confirm the extension over the phone. I require immediate restoration of my internet service. Please address and resolve the technical issue promptly. My contact number is [redacted], and I can be reached at [redacted] Gila Street, Clovis, NM, [redacted]. Thank you.

I am extremely frustrated with the landline phone issues I've been experiencing. After switching my services to Suddenlink for a phone and internet bundle recommended by a friend, I have not had a working landline since December 10, [redacted]. Despite contacting Suddenlink multiple times and speaking with several representatives, the problem persists, leaving me without a dial tone and callers receiving a busy signal. This is particularly concerning as I need to be reachable due to my husband's upcoming surgery. I have reached out to Suddenlink on various dates without any resolution. I was assured that the issue would be resolved by today, December 29th, but have yet to receive a callback as promised. It is frustrating to miss important calls from family, doctors, and others. After learning that Suddenlink failed to contact AT&T to complete the switch as promised, my dissatisfaction has only grown. If the matter is not resolved promptly, I will consider retaining AT&T for my phone service. My attempts to contact Suddenlink's Director, Marian O'Hagan, have been unsuccessful. I will persist in seeking clarity on the delay in the transfer process.

I have noticed that my bill increases every couple of months without any explanation. I am reaching out to the Better Business Bureau due to Suddenlink's questionable business practices. I am aware of many others who face the same issue. It is unfair to continuously raise cable bills when we originally agreed to a set monthly charge. My bill has increased by $60 more than the agreed upon amount. I am currently working on gathering signatures for a petition in the Beckley, WV area with the goal of reaching [redacted] signatures. My intention is to pursue a class action lawsuit against Suddenlink.

My UEI Delta universal remote control, intended to work with the Digital Transport Adapter from my Cable Provider, has stopped functioning. This remote should control all the Digital Adapter functions and the TV, but none of the buttons respond when pressed. Please send me a replacement remote that matches the description. Thank you! Roger H. Smith [redacted] S. 3rd Ave. Paden City, WV [redacted] [redacted]

I contacted to cancel the cable due to poor signal quality in my area. Despite being offered to upgrade my internet speed to [redacted] for $10, it hasn't improved. When I tried to revert back to [redacted], I was informed it would incur a new bundle at $89, which I was not informed about. I only have internet service, not a bundle. I should be able to change back to [redacted] within the 7-day window. With Tachus coming to our neighborhood in January, I know many are switching providers, not just based on cost but customer service too. Thank you, Sincerely, P.G. at [redacted] Sheridan Heights Lane, Porter, TX [redacted] [Customer [redacted]]

Since December [redacted], my home phone has been out of service without my knowledge. I've experienced connectivity issues and TV pixelation in wet weather due to exposed lines. Despite reporting these problems multiple times and missed appointments, a technician recently fixed the phone. However, the bedroom TV issue persists, and promises to bury the lines have not been fulfilled. My long-standing service with recurring problems, coupled with a high bill of over $[redacted], prompts me to consider AT&T's offer of $[redacted]/month and $[redacted] Visa rewards if I switch. I request reimbursement for the phone service issues over the past 12 months, consistent internet and cable services, and a discussion on a new rate with improved internet speed. Please address these concerns promptly. Thank you. Contact me at [redacted] (home) or [redacted] (cell). - Toni Krepps

I would like to request to have my balance zeroed out for the payment due and to have my internet service fixed. For the past month, the internet service to my home has been extremely poor. The customer service I have received from your company has been subpar. Despite reporting the issue over a month ago and being informed of an outage in my area, I never received any notification when the service was back up. Even though my neighbors have working internet, the message about an outage in my area continues. After being told I would have to pay for a service call, I scheduled one which was ultimately canceled once the service started working. However, the issue resurfaced later. Several attempts to resolve it with different service technicians and promises of escalation have been unsuccessful. Despite multiple promises of resolution, the problem persists, and even an emergency dispatch did not result in a fix. I am frustrated with the lack of action and the continued poor service. I am requesting that my balance be cleared as I should not have to pay for a service that is not functioning correctly. I also urge for a proper resolution to the internet issues I have been facing. Thank you, Jaime Salinas [redacted] Perch Street Baytown, TX [redacted] [redacted]

I have been a loyal Suddenlink customer for over 15 years, using their phone, cable, internet, and cellular services. Despite ongoing poor service, I have been patient. However, due to unresolved issues with porting my phone number from OOMA to Suddenlink since March [redacted], I now consider switching providers. I have requested this transfer multiple times without success. I have been paying OOMA for nearly a year to keep my number, in addition to Suddenlink's charges for phone service that I can't use. I seek reimbursement for both. The number to be ported is [redacted], which I had with Suddenlink before. Suddenlink assigned me [redacted], but my phone has no dial tone. I urge for the porting of [redacted]. My Suddenlink account is 07[redacted]53-01-0, with access code [redacted]. My address is [redacted] Commons Vista Drive, Huffman, TX [redacted]. For contact, use my cell: [redacted]. I hope for a prompt resolution. Thank you for your assistance. Regards, Tim C. Baker

I have been a loyal Suddenlink customer for 15 years, paying on time for phone, cable, internet, and cellular service. Despite persistently poor service, I remained patient. Recently, the situation has become untenable, and I am considering switching providers. The issue started when I added phone service last March ([redacted]) and requested to port my number from OOMA. After numerous calls to Suddenlink, the number transfer still hasn't happened. Consequently, I've been paying OOMA to retain my number while Suddenlink bills me for a service I don't have. The number I want to port over is [redacted], which I previously had with Suddenlink. They assigned me a new number, [redacted], but my phone has no dial tone. I've consistently asked for the correct number to be transferred: [redacted]. My Suddenlink account number is 07[redacted]53-01-0, with access code [redacted]. My address is [redacted] Commons Vista Drive, Huffman, TX [redacted], and you can reach me on my Altice Mobile at [redacted].

I cancelled my service on November 5, [redacted]. Equipment was picked up by Engel Mayos on November 15. Despite no service due to hurricanes, I received another bill in December. After multiple calls and a visit to the store, the issue persists. Dava escalated my complaint on 12/8/[redacted] (ref# [redacted]2) with no resolution. Many calls led to promises but no action. I've spent over 48 hours trying to resolve this. From August to November, we lacked cable and internet. I disputed October charges and paid $[redacted]. No services were restored. Customer service has been unhelpful. After 16 years, no effort was made to retain me. Due to the lack of internet and phone service, I couldn't request refunds online. I feel unseen and disrespected. I question the outstanding payment, considering the returned equipment and lack of service. I seek answers and resolution promptly.

I am Joe K., a Suddenlink customer, with the account number 07[redacted]67-03-0. In mid-November, I faced consistent slow internet speeds. After contacting technical support on Saturday, November 14, due to being unable to run a speed test, the technician determined that I was not connected to the 5G network. Following the technician's visit, I was surprised to find a $60 service call charge on my bill, which I disputed over the phone. Despite my explanations, the representative insisted on the charge without offering a satisfactory resolution. Frustrated with the lack of assistance, I expressed my intention to cancel the service if the issue persisted, eventually requesting transfer to the cancellations department. However, after being placed on hold for an extended period, I decided to end the call.

Hello, I previously used Suddenlink about four or five years ago. I'm currently trying to resubscribe with them but facing issues. They claim I never returned the equipment from my previous subscription, which I am certain I did. The items were shipped using UPS with tracking, but now, years later, I no longer have any of that documentation. They insist I owe a balance due to the unreturned equipment.

Dear Suddenlink, we subscribe to your Internet, Cable, and Phone services. Our concern lies primarily with Internet and Phone connectivity, with occasional Cable interruptions. During the past two winters, our Internet and Phone service consistently disconnects when the temperature drops below 42 degrees. Despite a Technician's visit on 12-2-[redacted], who identified issues at our pole, no resolution was reached as the supervisor declined a bucket truck for pole-related concerns. Another Technician visit on 12-16-20 led to minor corrections in our attic and at the box, but the issue persists. We meticulously logged service interruptions from 11-30-20 to 1-5-21, totaling [redacted] hours with [redacted] hours of downtime, equating to 19.67%. Our neighbor across the street, also a Suddenlink customer, doesn't face similar problems. We urge Suddenlink to investigate the pole connection, potentially shortening the cable distance to prevent signal loss during winter temperatures. Thank you.

Subject: Customer Service and Billing Issue - Account # [redacted] To whom it may concern, I had Suddenlink services installed in my home in early December [redacted]. While the TV and wifi were initially satisfactory, I encountered multiple fixable problems that required contacting customer service. Unfortunately, despite numerous attempts via phone and chat, I was unable to reach a live representative, sometimes waiting up to two hours. After four days of unsuccessful attempts, I decided to cancel my service on December 14. Upon speaking with a supervisor, it was agreed that the service would be canceled without charge, given I was within the grace period. I promptly returned all equipment to the Georgetown TX location on December 18. To my surprise, I received a bill for $[redacted].98 in January, accompanied by a late notice. When I contacted a representative named Tevin or Kevin, he claimed the disconnect hadn't occurred until January 8, making me liable for payments until then. I am adamant that I should not be responsible for this charge as the service was canceled in December. I am extremely dissatisfied with the poor customer service and handling of this matter. I am requesting a prompt written response confirming the closure of this issue. Sincerely, Michael Wilson

I returned the modem with CMAC 14CFEZ1A2BC7 to the Tyler, TX store on October 28, [redacted], and have been charged $10 monthly since then, totaling $[redacted]. Despite multiple calls starting from June [redacted], it took until 1/4/21 to make progress. Initially, a billing questions number on the website turned out to be for Altice only. Ultimately, after speaking to Rouse at [redacted], the modem was removed from my account and a claim for the $[redacted] refund was initiated. After waiting 96 hours without a response, David mentioned it may take 5-7 business days. When requesting to speak to his supervisor, David stated the supervisor was unavailable. Speaking to Rafat at [redacted], he indicated that the issue was escalated to the credit department and I need to wait for the next billing cycle to confirm the validity of the claim.

Dear Customer Service, Please take note that upon closing our account in November, I was informed by a supervisor that we did not have any equipment to return, hence no charges except for the $[redacted].19 balance were owed. This amount was promptly settled. However, we were unexpectedly billed $[redacted].74 the following month for data cap overage and a further $[redacted] for equipment the subsequent month. Presently, we are being informed of a $[redacted].06 outstanding balance on an account closed for two months. Customer service indicates a zero balance on their end, however, our online account reflects otherwise. Kindly rectify this discrepancy to reflect a zero balance accurately for Account No. 07[redacted]46-04-3. Thank you. Sincerely, Dan & Pam Buchly

About a week ago, I had a conversation with a representative regarding my bill when my service was suspended for non-payment. This person was very helpful and provided me with useful information. However, my recent experience was less satisfactory as I struggled to receive the necessary details. Despite encountering website issues, I phoned in to settle my bill. The automated system indicated a higher amount due compared to what I actually owed and what I had been advised earlier. After speaking with a representative who mentioned the website would be functional, I patiently waited and eventually paid the correct amount online to reconnect my services. Nevertheless, my services remain disconnected as they claim I owe an additional amount not reflected in my bill or the previous conversation. I urgently need my services reinstated and require assistance from someone knowledgeable who can address my concerns promptly, as the previous response time was excessive.

To Whom It May Concern, I am requesting to cancel my service and not be held responsible for any outstanding bills. I have spent hours attempting to communicate via phone, chat, and being on hold with no progress. Despite our efforts to collaborate, the service promised during sign-up was not delivered satisfactorily. Recently, we waited all day for a service technician, who eventually called an hour later than agreed upon on a Friday night. The unprofessional conduct and discourteous attitude displayed during the call prompted us to terminate our service request. Subsequent attempts to contact customer support have been futile, with one instance leading to an unforeseen transfer to a Spanish-speaking department after a prolonged automated session and live chat experience. This has been exasperating given the months of subpar internet service or lack thereof, particularly with my husband receiving warnings for excessive data use on company devices. The final straw was disconnecting the equipment and waiting three weeks for assistance, only to have the technician fail to show up for the retrieval. The obstructive nature of your customer service channels, seemingly designed to deter direct human interaction, is a disappointing practice. I urge you to reconsider your protocols and prioritize customer support accessibility. Sincerely, A Disheartened Consumer

I previously had complimentary internet and cable service at Oak Ridge Apartments, [redacted] South Loop [redacted], Lubbock, Texas [redacted], under your company. My contact number is [redacted]. I recently moved to Heritage Apartments, [redacted] 4th Street, Apartment C185, where I have my own modem and router for internet. Upon returning the cable equipment from my previous location, my internet stopped working as the modem was deactivated. Despite spending over three hours on the phone, I was unable to resolve the issue by speaking with both the apartment management and your customer service. I simply need to use my personally owned modem at my new address, as one of your representatives suggested I visit a Suddenlink office to exchange modems, not understanding that I own mine. The modem MAC ID is OCEAC927c6e6. My name is Larry Kenneth Kendrick.

I have been trying to contact Suddenlink regarding the cable line to my house hanging low from the wire at the pole since Friday evening. It appears that a high truck or something caused it to tear down or move. Fortunately, we managed to pull it up and tape it to my other outside electrical and telephone equipment at the house entrance. Though my service was not interrupted, the low-hanging cable poses a risk being just a few feet over the yard. The line may have been installed too low to begin with. Strong winds in the area, especially since the tornado, only worsen the situation. I kindly request that you address this issue promptly for both safety and service reliability.