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Suddenlink

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21 Reviews & Complaints

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Usability Of Service
Posted by Marpetco on 03/03/2008
TRENTON, MISSOURI -- Would you subscribe to cable TV service if the cable company decreased the quality or number of channels available if you actually watched them??
then why would a ISP limit or decrease the speed at which their services are being provided? Suddenlink has deployed new equipment that automatically cripples a subscribers account if more then a few Mb of data is downloaded in x number of minutes. do they disclose this before they take your money? not if you don't read every faq on their site. is this a dishonest practice that management has devised to boost their money grubbing millions of dollars from defenseless consumers. I think that customers of Suddenlink should speak up and tell them enough is enough. we get charged higher rates then comparable service in other US regions and get less and less for our hard earned payments. nearly every contact with tech support includes a "sorry about the long wait, but we are short on help" even the "online chat" with support gets you a extended wait, only to get hung up upon for asking why their service isn't meeting promised rates.

I say this, for a company that wants to go out of business, they can just keep treating customers like they are doing. if they want to improve, then they seriously need to start putting customers first. if its a matter of paying more for usable service plans, then they should get busy and roll out a plan for power users, and stop crippling the net experience with unfair speed caps and blaming the equipment they installed. its fraudulent practice to promise high speed, and then cripple the account when you use it. of course they cover their A**** with a terms of use posting, so its nearly impossible get a judgement for their cheating ways. But Ill be passing the word to everyone I know to steer clear of their service.

not only has the speed of downloads been abhorrently slow, remaining connected requires a constant babysitter nearby to re-initialize the modem on the every half hour. I'm afraid the future of internet power users isn't with a local cable company, they clearly don't have customers expectations in mind during management meetings or during network planning. call me disgruntled but Suddenlinks are not making me impressed with their services
     
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The Worst Cable and Internet Service
Posted by Zlatajane on 01/09/2013
GREENVILLE, NORTH CAROLINA -- This company just needs to close and let a more honest company take over. They nickle and dime you to death on service and installation fees and the worst part of it is they do not tell you. They just put it on your bill and keep justifying it. I do not care how much you complain they do nothing about it. Poor cable and Internet service just keeps going out and breaking up. Stay away from this company and find a honest and reasonable company to get your service from.
     
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Posted by Old Timer on 2013-01-09:
I thought Comcast had the Worst Cable and Internet Service? Seems Comcast may have some competition for that title now.
Posted by Obsfucation on 2013-01-09:
I think Comcast has great services. I made the sad mistake of going to FIOS to save money, and believe me it wasn't worth it. On March 17 my two years are up, and I will be back on Comcast in a heartbeat.
Posted by SDLshannon on 2013-01-10:
Hi zlatajane- My name is Shannon and I am with Suddenlink. I am sorry to hear of your experience and that you are having trouble with your services. I would be more than happy to help resolve these issues for you. Please feel free to contact me directly at shannon-AT-suddenlink-DOT-com. Thank you.
Posted by Robert Deed on 2013-06-05:
There is nothing that can be done to fix Suddenlink, other then ripping out all their crappy lines and routers and using actual good functional equipment. Link quality is horrible, some times when I do a speed test and get nearly double what I pay for I think "well maybe it is getting better" then I try to watch hulu or netflix and the connection dies after 4 seconds. I'll be playing a game of wow and ping will go from 10 to over 1000. Your throttling is asinine and should not exist for what you are charging. I don't even mind so much that you cap monthly Bandwidth since the server hardly works often enough to ever hit the limits.

Posted by Ed Rountree on 2013-09-05:
Good to know I'm not the only one that knows the true Sudden Link
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POV from Tech Support
Posted by MrHollywoodHayes on 11/29/2007
WEST TEXAS, TEXAS -- I can assure you not every tech support rep you come across is not looking to f*** you over or blow you off. We are there as tech support and can make it the easiest 10 minutes of your day if you are willing to cooperate or it can be 10 minutes of hell if you want to be testy and filled with attitude. Its always up to the customer for the mood and the rep who handles the call. Yeah. Sometimes we come in with a chip on our shoulders due to life, family and other things and yeah, being a professional, it should be left at the door. Same applies to customers. We could care less why you are mad cause your team lost, your husband/wifes cheating, or if life just sucks in general. But what we do care about is what we are paid to care about. Your service. We are not paid to be buddies, but merely professional help and support when you need it. We can be nice and make short talk, but thats where it stays. Please remember that next time you call in and tear apart one of our reps just cause your day sucked.

Remember, we are all different people and its not me, or the rep your speaking to that is trying to mess up your marriage, life, car, kids, service, or anything related to you period. No one maliciously sits around and hits buttons and knocks out service squarely aimed at pissing you people off.

We are here as help and yes, we can help if we are allowed to by the customer. Take this into consideration and please understand, we are trying to help, not make you madder or more upset than you are.
     
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Posted by Anonymous on 2007-11-29:
You make some great points especially concerning the attitude of the caller. Taking out frustrations on the tech doesn't help. It's not their fault. Although I must add that I have spoken to a few support people who could not have cared less. It's a shame that first level support is reading from a script without any real knowledge of how to diagnose a problem.
Posted by Principissa on 2007-11-29:
Agree with passing. Calling someone over the phone for tech support is difficult as the tech is not there to see the problem, only what is explained to him over the phone.

But like heaven I have called up about an issue and felt like I was more of an annoyance than a customer with a problem.
Posted by dave54 on 2007-12-05:
it olny takes on bad tech haha dish installer to get you in a world of trouble. a few hours of training doesn't qualify a person to be a tech.Your article tells me nothing. read these reports about directv and the class action law suit filed by the Federaltrade Center. driectv is a nothing but a bunch of liars theifs and crooks you can't fix inproper dish installations over the phone.
Posted by Anonymous on 2007-12-05:
DirectTV outsources their dish installs to subcontractors.
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Deceived
Posted by Jim.jenkins7 on 03/13/2014
I just got Suddenlink 4 days ago and have already been lied to twice first time by the sales lady and second by a I am after just 4 days of being a customer I am thinking hard on going back to my other provider
     
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Posted by SuddenlinkAshley on 2014-03-14:
Hi Jim - My name is Ashley, and I'm with Suddenlink. I'm sorry to hear that your experience with us has been less than exceptional. If there's anything I can do to help, please feel free to contact me directly. Thank you.
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Poor Connectivity/service
Posted by Jhngardner367 on 01/26/2014
CABOT, ARKANSAS -- We have had Suddenlink Phone/cable/Internet service through Suddenlink in Lonoke, Arkansas, for less than a month.

Let"s just say, IT SUCKS!!! The wireless kicks in/out every 3.5 seconds, or less, and sometimes won't connect at all!I've lost documents/files I was downloading, and their claim of "13X speed, is a lie ! 7mbps, is NOT good!

I could NEVER, ever recommend this company to ANYONE !
     
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Posted by SuddenlinkAshley on 2014-01-31:
Hi - My name is Ashley, and I'm with Suddenlink. I'm sorry to hear that you've been experiencing issues with your internet service. I'd be happy to look into this for you. Please feel free to contact me directly at ashley-AT-suddenlink-DOT-com. Thank you.
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No Show for 4 appointments
Posted by Soccerjunkie38 on 07/30/2013
CHARLESTON, WEST VIRGINIA -- What I thought was a simple enough procedure turned into a typical should have been expected experience. I contacted Sudden link 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 8:02 pm I again contacted Sudden link 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 Sudden link 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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Posted by SDLconnie on 2013-07-31:
Hello soccerjunkie38- My name is Connie and I am with Suddenlink. I do apologize for the trouble that you are having and would like to look into this. Please contact me at connie-AT-suddenlink-DOT-com. Thank you.
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Horrible Service and Even Worse Customer Service
Posted by Katonix on 06/14/2013
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 doe sno 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 with in 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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Posted by SDLshannon on 2013-06-17:
Hi Katonix- My name is Shannon and I am with Suddenlink. I am very sorry to hear of the trouble you are having with your service and would appreciate the opportunity to resolve this for you. Please feel free to email me at shannon-AT-suddenlink-DOT-com. Thank you!
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They Don't Value Their Dedicated Customers
Posted by Mechellemays on 06/01/2013
Called to make arrangement to pay my bill a day late. They cut it off anyway. Been with company going on 10 yrs, changed jobs. Let them know what time I would be in. They didn't care and wanted reconnection fee another deposit and the payment will never go back to them! Sudden link do not value their customers.
     
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Posted by bcd on 2013-06-01:
No utility company will discontinue service for a one-day late payment unless the customer’s account is not current and that bill already includes at least one delinquent payment.
Posted by SDLshannon on 2013-06-05:
Hi- My name is Shannon and I am with Suddenlink. I am sorry to hear of your recent experience and would be happy to look further into this for you. Please email me at shannon-AT-suddenlink-DOT-com. Thank you!
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Bundle?
Posted by Marlow42 on 12/01/2012
AMARILLO, TEXAS -- I am in the same 'boat' as a lot of other people that are stuck as far as having a variety of internet/TV choices. I do not like satellite television but am going to purchase one of their packages nontheless just to get rid of suddenlink. Because I shop on line, I had countless receipts, ordering information, tracking information in my inbox.........GONE!!, and here it is X-mas where I have approx $1,700 worth of orders that I can no longer confirm or retrieve.

I lost my email service for at least 27 hours that I know of and when it was FIXED, I lost everything.....GONE. Of course this doesn't include the many many times that I lose my signal for an hour or two at a time several times a month. I WOULD NOT RECOMMEND THIS FLY BY NIGHT OUTFIT TO MY WORST ENEMY. BUNDLE THIS, SUDDENLINK.
     
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Posted by Suddenlink Help on 2012-12-03:
All customers should now have the ability to send and receive email through Suddenlink’s email service, and the vast majority should have full service, including access to all mail, folders, contacts, and settings. We will continue working until the remainder of customers have full email service restored. I'm very sorry for the inconvenience and thank you for your patience as we continue to work to restore full email service for all customers.
Posted by Suddenlink Help on 2012-12-05:
If you do not yet have access to archived email, folders and contacts, please see this update from our CEO: http://suddenlinkfyi.com/topics/a-message-from-the-ceo-about-suddenlink-email-service/
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Sick of Being Ripped Off!
Posted by Kklos on 05/05/2012
MOUNTAIN HOME, ARKANSAS -- We have SuddenLink cable only because they are the only cable choice here. Their rate has gone up EVERY year since they took over Cox Cable here. Our basic extended rate is now $71! We are on SS and that is our only income, as I am sure that a great majority of seniors who live here. I have thought of switching to satellite TV but there are NO local channels here except for 1, that is in Springfield, MO and not good at all for our local news and weather. We get lots of bad weather and depend on local channels, that we can't get on antenna, for warnings, etc. when the weather is bad.. I think this company is really a rip off and wish we could do something about this.
     
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Posted by Alain on 2012-05-07:
Some web site links that may help you: http://www.apscservices.info/complaint.asp http://www.ag.arkansas.gov/consumers.html http://www.fcc.gov/complaints http://www.ftc.gov/bcp/index.shtml
Posted by SuddenlinkAshley on 2012-05-07:
Hello - my name is Ashley, and I'm with Suddenlink. I would be happy to review your account and see if there are options available that would save money on your bill. Please feel free to contact me directly: ashley-AT-suddenlink-DOT-com. Thank you.
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