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
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!
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
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.
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.
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.