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Poor Reliability and Speed
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

RIMROCK, ARIZONA -- Being new to my area, I had to run the gauntlet of what internet service was going to prove the best. Depends how far away hub stations are, length of cable, etc., etc. I decided on a DSL company but the signal was so weak it didn't stay above 1 Mbps so I switched to SuddenLink cable internet that was offering 15 Mbps for 35.00/mo. One speed for one rate; Just internet and no package deals (I don't watch TV anyway). The speeds varied wildly from over 15 Mbps to Server Not Found. Too many phone calls to SuddenLink to count.

Personally, for my area, if I was paying for 15 Mbps I expected around 10 Mbps but 6 to 8 would be OK for the price. The speeds seem to recover then crash. I simply got tired of it. Ironically, after all the periods of low speeds, I learned exactly how much I really needed. 2 Mbps was fine.

After a year, the SuddenLink special was over and then I was paying 45.00/mo. That's 540.00/year not counting taxes. For that I expect 10 Mbps or higher on a regular basis and that wasn't happening. I'd call, it would surge then slow again; a pattern I noticed after looking at the data. I got the feeling they oversold the space on the cable. Especially around November and December. Just guessing though. The data is at the end of this blog.

I went back to the first company (DSL) for a second try as there's only 2 viable providers. The repair guy put filters on all the phone lines, told me my C1000A modem had a filter in it, and fixed the used modem's incorrect password; Things that weren't done the first time around. The first DSL guy on the phone said I didn't need filters but if it got to that, I could go to Radio Shack. Shows there are problems in getting correct advice no matter what the company but the service guy put filters on all the lines including a special one for my wall phone. Not sure if that will show on my bill. He didn't mention anything. Time will tell. Bottom line, it works.

Now I'm paying 28.00 for 3 Mbps. I was receiving anywhere from 1.5 to 2.5 Mbps and YouTube has no buffering. I don't game or do movie downloads so that's fine and beats 45.00/mo instead of 28.00. Then when I went to cancel SuddenLink I got a guy that was a real smart aleck. I made it clear that I was leaving SuddenLink and had my reasons so let's get it done. Customer retention people try to manipulate callers to keep talking to find an angle to keep you.

I had had enough and asked that he simply cancel the service. He kept saying I wasn't letting him talk and I said what I need is for him not to talk, cancel the service, and tell me where to return the modem. He got snottier trying to ask questions not directly related to cancelling so I said he sounded like a Valley Girl that can't stay on topic and hung up. I called again and got someone that was more professional, explained the nature of the last phone call, and had my request filled.

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Double Payment
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

AMARILLO, TEXAS -- I made a payment on their automated system, attempted to use my credit card, the same as I always used. The system stated my card wasn't authorized, so it offered the option to pay by check, which I did, and it went through. A few days later, my bank called, stating my account was overdrawn. This shouldn't have been, so when I checked it, it showed Suddenlink withdrew a payment from both sources, incurring $136 in overdraft charges.

When I called Suddenlink, they agreed to refund the extra payment but said they weren't responsible for the NSF fees since I used the automated system and that was the customer's responsibility. The bank says that unless Suddenlink admits it's their error by writing a letter saying so, they won't remove the charges. So... when I told Suddenlink I was leaving after about 15 years they don't care. The alternatives are terrible as well.

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Price Gouging With a Snotty Attitude!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

GEORGETOWN, TEXAS -- I use Suddenlink for cable Internet. No TV, no phone. I have my own cable modem, so I don't cost them anything. Just a few pennies a month for a few electrons going back and forth. So when my bill went up 30%, with no change in service, I knew I was being gouged. I figured if I called, somebody there would try to keep me and my revenue stream.

But Cathy - in customer retention - had no interest in retaining me. She acted as if I was out of line for complaining about an unjustified 30% rate hike (I guess they think customers should say: "I get to pay 30% more while getting nothing in return? Yippee!!"). When I explained - calmly and politely - that if I left, I would never be back, SHE HUNG UP ON ME! Congratulations, Suddenlink! Not only are you losing a customer, you're gaining a lifelong enemy!

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Lies, Lies, and More Lies
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

BECKLEY, WEST VIRGINIA -- Suddenlink reps will tell you anything to keep you as a customer, which is nothing but lies. They published my non published number, lied about fixing previous reps mistakes on pricing. Their "free internet upgrade" is not free. You have to have different modem, $50. And our internet is worse than ever. Lost several channels in Viacom issue. I could go on looking "unfortunately into satellite, which being a former Dish employee, they are just as bad. But public needs to know. Demand and/or record conversation when speaking with Suddenlink, just as legal as them doing it as you are, as long as you advise you're doing so.

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Horrible Internet Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

ST. LOUIS, MISSOURI -- We have had Suddenlink as our internet provider for over 2 years now & we have had nothing but problems. Our internet service will go down even if there is a chance of rain & it always takes several days for them to restore service. It's ridiculous! I'm tired of paying $100.00+ every month & not receiving reliable service. After 2 years of complaints, you would think they would make their service better. After reading up on other complaints, I know it's not just me having this issue. It's time to find a more reliable internet provider. Enough is enough!

Company Response 11/16/2015:

Hi - My name's Kacie, and I'm with Suddenlink. We're sorry to hear that you've been experiencing issues with your Internet service. We'd be happy to investigate this for you. Please feel free to email us directly with your service address, and please reference your post made here. Our email address is socialsupport-AT-suddenlink-DOT-com. Thank you, -Kacie

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Piss Poor
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

BRYAN, TEXAS -- DO NOT USE THEIR INTERNET. My internet has been extremely spotty this year. It comes on and off at its choosing, which is pretty unfortunate as a college student who has to take online tests. (Yes it has screwed me twice, once in my house and another time at a coffee shop. When it wouldn't work at my house, you can run but can't hide from it). It has literally shut on and off 3 times while I have typed and tried to submit this review. This is by far the worst internet provider I have ever experienced and wouldn't use them if I had any other choice. Stay away if at all possible.

Company Response 10/23/2015:

Hi - My name is Kacie, and I'm with Suddenlink. We're really sorry to hear that you've been experiencing an issue with your Internet service. We'd be happy to help. Please feel free to email us directly with your service address, and please reference your post here. Our email address is socialsupport-AT-suddenlink-DOT-com. Thank you, -Kacie

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No Show for 4 Appointments
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

CHARLESTON, WEST VIRGINIA -- What I thought was a simple enough procedure turned into a typical should have been expected experience. I contacted Suddenlink and made arrangements for someone to wait at my home for their 5 hour window (8 am - 1 pm) and of course they didn't show or call. When I called back they informed me my appointment time had been moved. I asked how this was done without asking me, they informed me that they had called. LIE, they had been given my son's phone number who was at my office waiting on their call. Phone never rang.

Needless to say they didn't show for that appointment either and when I called to ask where the tech was I was told "Well, it is getting late and it's probably best if you reschedule. There is only about a 50/50 chance they would show now." So I set the appointment for the next day between 1 pm to 5 pm when I could be available as not to inconvenience anyone else to have to sit and wait. Again, no show. I called again and was told that they had called. LIE AGAIN.

I informed the "couldn't care less" customer service representative that I wanted to see his call log because no one at any time had called me. At this point I was told that the tech was running late and he would be there between 6:30 pm and 8 pm. I was livid at this point and kept asking the representative if he could GUARANTEE me that the tech was showing if I took time out of my evening to sit and wait AGAIN for the useless tech who has made no effort to show the other three times but again I waited.

So, at 8:02pm I again contacted Suddenlink and went through the whole story again and was met with the same "couldn't care less" attitude and finally was told "Well ma'am I'm not sure what you want me to do but I can cancel the appointment if you would like". HELL YES! "Cancel the appointment, I no longer want your service or nor do I have faith that the tech can show up, do the work or do it properly". I am so disgusted with Suddenlink and their lack of competence. Not ONE time did ANY of the customer service reps EVER say "I'm sorry for your inconvenience ma'am, we will fix this." No one cared about the lack of service all around.

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Horrible Service and Even Worse Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

KRUM, TEXAS -- I had internet service through Suddenlink and used DTV for TV. When I moved I cancelled DTV and bundled TV and Internet through Suddenlink it was a VERY bad decision. I have had nothing but issues and have been on the phone with Suddenlink for literally hours. The issues still remain and I keep getting the "Someone will contact you in a few days" response. No one ever contacts me. When I call back the issues are never resolved.

Billing - I get told I owe one amount then when I go to pay they say I owe much more. The say they are crediting my account and it never happens. They will NOT give me internet access to my account because they do not want me to see how they are charging extra for services I do not get. Cable - There is still a cable laying in my yard. The neighbors have complained and say they will call the HOA if I can't get it buried. The cable has been there for about a month and a half now. Calling Suddenlink does no good at all. Empty promises and "I'm sorry"s galore.

Internet service - I had 15 megs a second internet service with them. When I bundled TV and internet I "upgraded" to 30 megs/sec. I used to get 15 megs a second in download speed on all my devices. Now I get 14?!?! When I call they say on "their end" they show me getting 30m/sec. Customer service - When you call them you spend a very long time on hold and they will give you the run around until you have been on the phone for an hour hoping you will give up and just hang up which is what I have done sometimes.

Do yourself a favor and stay away from Suddenlink. They are NOT Cox or Time Warner or Brighthouse. It is a company that knows they are the only ones that can give you cable service. They have a monopoly and because they do they can get away with the very bare minimum in service they can get away with. They are by far the worse company I have ever dealt within my life. I wish there was an alternative but the only way to get cable internet is through them. If you do get decide to get Suddenlink service do yourself a favor and set hours aside each week to be on the phone with them.

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I Am So Tired Suddenlink Cheating Me Out Of My Money
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

WILLIAMSTON, NORTH CAROLINA -- I have internet with Suddenlink. Which internet suppose to be $50.00 a month. I order a security system last month. Last month supposed to be $25.00 a month. I paid 232.00 for installation and my internet bill. I received a bill this month for a 125.00 which suppose to be $75.00. I call them. They told me I have to pay 35 for 3 months for the installation fee. I told them I have already paid for that. They told me I paid for late fees for being a month behind. Well if I was a month behind my bill would have been 100.00 plus 20 late fee.

The only problem with that is I have been behind only 2 time in 2 years. That was last year. They did not correct my bill. They told me I still have to pay 35.00 for 3 more months. Every month they are stealing money from me. I am so tired of Suddenlink stealing from me.

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Breach Of Contract
By -

ABILENE, TEXAS -- I ordered Suddenlink's "Triple Play" that was advertised on the back of my local supermarket's purchase receipt. When, I called the 800+/- number on the receipt, I was able to set up service for cable/internet/phone as a "bundle." I was also given the chance to purchase the modem for $24.95, which I agreed to do. The verbal service agreement was set up by a rep for Suddenlink. Everything went smooth and I was pleased with the way the phone call to set up my service went, which was by speaker-phone so my fiance could help me setup the service.

The verbal agreement that was reached, with the help of my fiance since he handles all my business matters including bills, etc., was that I would purchase the modem for $24.95, as mentioned above, and the bundled service mentioned above. However, I was having trouble with my billing & service at the start. I had to call in and speak to a Suddenlink rep, who verified the verbal agreement that was originally setup.

The rep (all names are being concealed to protect my case) told me that since I was having so much trouble with the billing/service, that he was waiving the modem charge of $24.95 to makeup for the troubles I was having with Suddenlink. NOW, 1 1/2 years later, when I moved to an area that Suddenlink does not carry service, Suddenlink is demanding I return the modem that was exempted from charges. In other words, they want the modem back that I was originally going to purchase, but which had been waived from charges due to the problems I was having with my billing/service.

They are trying to get the modem back, but the modem is mine, due to the reasons stated above. My fiance is witness to this happening, and he has a power-of-attorney from me to take care of all my business matters, which also includes the ability to sue and recover damages. Suddenlink has been telling me that when I ran a telephone line into that modem, then it was not mine anymore. I say that is entirely opposite of the verbal agreement reached by telephone, because the modem became mine before the phone service was started. Plus, Suddenlink could not "turn-on" the phone for a couple weeks or so after the agreement by phone was reached.

I & my attorney-in-fact have tried numerous times to get this matter straightened out with Suddenlink, but they are adamant that the modem is theirs and they are now billing me $130+/- for the modem. However, I have receipts & paperwork showing that the rental modem (little silver modem) was picked up by the service technician when he turned on my phone a few weeks after I was told the modem that I was to purchase was mine (big black modem).

Also, the original work-order shows that the rental modem was picked up and the "purchased" modem was given to me when the technician came out to set up my telephone service, which is also the modem I was told was mine. When my attorney-in-fact (fiance) picked up the rental modem from the Abilene TX Suddenlink about a year and a half ago, the woman behind the counter told him that the modem that he was picking up (silver one) was just the rental modem, after he inquired if that was the modem that was being purchased {which was later exempted from me being charged due to the problems I was having with Suddenlink's billing/service).

She told him that the one that was originally to be purchased would be brought to my home when the technician came out to install my telephone service. So, when I call the Suddenlink West Region office, they assure me that the modem that I have now is mine, which is verifiable by the receipts and paperwork that I have in my possession.

However, when my attorney-in-fact went to turn in the DVR receiver when my service was cancelled by me because of my move to another town, the Abilene Tx Suddenlink is demanding that I return the modem that was to be purchased, but was waived of charges due to the problems that I was having with Suddenlink to begin with. So, the regional office is saying the modem is mine, and the local office is saying it is not. However, the regional office thinks I still have the little silver modem which was taken by the technician when he came out to turn on my telephone and gave me "MY" modem, the black telephony modem, as my paperwork/receipts show.

So, I am confused and would hate to have to go to court over a so-called $130 modem that is supposed to be mine. But, I will if that is what it takes!! Suddenlink is now in breach of the verbal agreement that was reached concerning the modem. The Abilene office says their records show no charges were ever charged for the modem, even when I try to tell them that the charge for the modem was waived due to the problems I was having when I first started service with Suddenlink!!

Today, my fiance/attorney-in-fact went to try to resolve the matter for the 4th time in a month or so, only to be told the same thing, that since there is no written agreement concerning the modem then I have to either return it or pay for it. However, my fiance told the guy at the counter that there was never a written contract to begin with concerning the verbal agreement/service since it was initiated by telephone, and that was verified by someone independent of the original sales rep. So, Suddenlink insists on getting "MY" modem back either by trying to charge me for it, or I just submit the modem to them.

I say that is a bunch of croc because the modem is mine and not theirs. If they want it back, then they will have to pay me half of what they are trying to charge me for "MY" modem = $65. Or I'll haul their butt into court and ask for a whole lot more than $65 for harassment, unwarranted stress and mental anguish they have put me through, plus the breach of the verbal agreement I and my fiance reached with Suddenlink!!

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Suddenlink Rating:
Star Empty star Empty star Empty star Empty star
1.2 out of 5, based on 17 ratings and
30 reviews & complaints.
Contact Information:
Suddenlink
520 Maryville Centre Drive
St. Louis, MO 63141
877-694-9474 (ph)
www.suddenlink.com
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