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.
MINDEN, LOUISIANA -- We have very limited choices for internet service in our area, unfortunately. We signed up with Suddenlink and have been basically satisfied with the service once they finally got it going (after several tries). The thing that is bad is that never once did they mention that when we were signing up we were receiving a discounted rate for a limited period of time. This month we received a 15% increase in our bill, which I find totally unacceptable. That is the very thing they criticize their competition for! I find this a very dishonest business practice therefore I will be looking elsewhere for service.
WEST VIRGINIA -- I do not even know where to begin! My husband and I have had issues in the last two years. I used to use them and had no problem a few years ago, but in the last two years, it has been horrible. Issues with the connection, and we pay for 100 megs and we have never gotten that speed and at times it will go down to 2 or 3 megs. This is unacceptable. The tech has been here countless times and replaced router, new wiring was done in the beginning from my father. My husband is a tech himself and has even worked for Dish and Apple, he is not stupid. We have tried telling them that the issue is on their end and happens when the weather is bad or has been raining.
Their automated phone service is even worse and after already making a payment at the local office, we are paying the check fee for them taking out an unauthorized payment. We have yet to receive credit or even an apology on their end. After being a VIP for over two years you would think you would be treated as such. Sadly this is the only service available here. So frustrated and tired of the 10 hrs a week it seems calls with CSR. We both work from home too, so fast speed consistently is a must!
ATHENS, TEXAS -- My 86 year old grandmother has been a customer for many years. Recently, they changed the box to which controlled her services. Now her phone service is very spotty. In and out. 80% of the time if I call it just gives the busy signal. And during many of her outgoing calls, it cuts in and out of service. Techs have come out a few times but they refuse to take any responsibility for anything. They said it is electrical, even though she bought and replaced old surge protectors with new ones.
Now they say that she needs to have an electrician come out just to say that her house is clean, so that it will put the accountability back onto Suddenlink. And if they have to come back before this happens, they are going to charge her for the techs to come out to fix a problem that we never had until they changed their equipment. They are taking advantage of elderly people. This is the worst customer service ever!
And when I called to talk to them, the guy was snippy and treated me like I am stupid and I asked to be transferred to his supervisor, only to be told that a ticket would have to be put in and would be 24-48 hours before someone would return my call. UNBELIEVABLE!!! I cannot believe that my grandmother is going through this and even more that they do not care about her as a customer.
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.
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
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!