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.
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!
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
My business has internet service with Suddenlink. We were given an IP address that was already being used by another business. We wrapped much of our network around this IP but had intermittent issues as would be expected. The tech that said to reach out if we had any issues, would not, and has not responded. My Rep has not responded. I can't go to the local office because they don't deal with businesses. I reached out to their corporate headquarters, and they passed it on to a business billing manager, but he won't return my several messages. The corporate executive service team won't help.
This has cost my business quite a bit of money in excess of $1500. Suddenlink seems to not have a care for their business customer on this. I have an IT company, and we deal with carriers all over the country. This is definitely the worst customer service I have dealt with.
ST. JOSEPH, MISSOURI -- Suddenlink bought out a regional company that we had done business with for 25 years. Our local company was great on all counts but Suddenlink has destroyed everything St. Joseph Cable Vision built. TV lags and skips as if it's buffering daily. They constantly move channels around. Internet goes down at least twice a week. Phone just quits sometimes, we don't realize it until our cells start ringing. Customer service is not polite, they act like they are doing me a favor restoring my service. I'm a paying customer!!!
I'm searching for an alternative now and will discontinue my "lack of service" as soon as I can. P.S. Suddenlink, don't dare reply to my message. The social media relations can't fix my service. You need a new business model, where customer service comes first.
GREENVILLE, MISSISSIPPI -- My daughter moved to Greenville 2 years ago and when we visit we are unable to watch television because the video feed to the apartment is so poor. She has called and called but there is no improvement. Telecommunications is what I do for a living and to see this type of video is really unacceptable. It has gotten so bad. I told her that for the money she is paying for cable is a waste.
I wonder how many people in that apartment complex is going through the same thing and Suddenlink Communications is sitting on their hands and taking the money. This company should be really embarrassed, but they are not. Picture freezing, audio skipping and that is the product they are putting out.
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.
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
NEW CANEY, TEXAS -- Suddenlink has a "new" policy that came out with a bill saying you agree if you pay the bill. If you don't pay the bill you no longer have services but when disconnecting their services they keep your money. They do not prorate and return the unused portion of your payment. They want their money upfront up. Don't/won't return the customer's money. RIPOFF, EXPENSIVE AND WORST INTERNET SERVICE I HAVE EVER HAD!!!
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.
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!
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.