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.
I would love to hear from other Suddenlink victims. In 2006 because they had a monopoly in the area I moved to, I was forced to get their service. It was a nightmare from the very start. You have to take at least 4 hours off work to be home during their time frame. In my case they never showed up. Next day after calling they did show up. I paid for the installation and monthly charge for service to the installer. Within a week I received a bill for over $200.00.
Long story short, I called and cancelled the service that month. Forward to 8/8/11. I once again found myself needing cable and again they owned the area. There was no other provider. I called and ordered BASIC CABLE & INTERNET. ON BOTH COUNTS THEY OVER SOLD ME. When I called this time the lady was very nice and said she would fix the problem.
Within a day I received another bill, this one for $160.00. It also indicated I was being charged for the 2006 acct for $40,00 with no explanation. Also they slid in another $20.00 indicating the installer had made 2 trips. I called again and again the problem was going away. Another bill for $103.00 came the next day. I really believe they use dice cups to figure out our bills. Roll the cup and add up the number, that's your bill.
They are extremely arrogant. If you cancel they come up with a number you owe and put it on file to hurt your credit unless you pay it. I am working with the BBB now trying to force them to provide the service I asked for at the price I was quoted. Don't hold out much hope of that happening though.
I think the only difference between their business model and AT&T's model is AT&T has has been sued more times. The reason, AT&T has been in business longer. The problem would be simple if we could just stay away from this type of company, but the cut out areas that they own and you are forced to deal with someone who you know is crooked. They have spent millions in court, instead of just being an honest service provider. Would love to hear of your Suddenlink experience.
MELISSA, TEXAS -- For the Melissa TX community. I left AT&T for Suddenlink thinking that I would have a faster connection to the net. Uh.. No! I purchased the 10mb package with HDTV service and have been monitoring the stream for quite sometime now. They have over sold the node they use here in Melissa along with many other county's and or restricting bandwidth for profit margins. I have called about this issue for quite sometime now with no resolve. They sent out a tech to look at the lines and even replaced one going to the house. This did nothing to fix the issue. The 10MB stream that I have purchased actually fluctuates from 2mbs to 5.51MB at best.
They are lying, stealing, and taking advantage of those who do not know how to check their speeds. My advice if you go with Suddenlink. 1st. If all you do is email and brows a page or two - Get the smallest package you can. Don't get suckered into something overpaying for what you don't need. Won't matter anyway, because you will pay for a stream that does not exist.
2nd. Gamers? Uh.. RUN!! Ha Ha! I'm a gamer myself. You will lag intermittently, stream will bog at rush hour when everyone gets home. Cut in and out of chat channels and most of all, there's a good chance you will not even be able to log into your Xbox / PS3 accounts. I know 10+ sounds great on paper, but trust me. That 6MB connection you might be on now is going to beat what they will REALLY give you. 3rd. Love Netflix? Yeah me too! Well get ready for a lot of stop action. With the fluctuation, your movie will degrade and upgrade quality while you are watching. Oh, it gets better! It will stop and or lockup!
This is not a worthy Internet company. Keep in mind that I say Internet. The TV portion was not to bad. Had not had any real issues with it. The menu sucks though. Well, There is my 5 cents. Take it or leave it. And if you leave it.. well I guess Suddenlink will get your 5 cents... X 10,000. I know we are limited to what we have out here in Melissa TX, but do yourself a favor. Stay with AT&T. It is not worth the headache.
ABILENE, TEXAS -- We are held hostage in Abilene, Tx by the one and only cable company. They demand exorbitant rates in order that we can receive television service. Satellite TV does not work here as the wind disrupts satellite TV signals. Thus anyone who knows about the wind in West Texas will tell you the wind does blow. For just internet and cable, I spend over $115.00 a month. I asked Suddenlink to fix the converter so no movies could be ordered. They told me they did so.
Then what do I see? Almost a year later they sent me a bill for a pay per view which I did not order, but apparently someone did as it appeared on my bill. I asked for an adjustment because my system was supposed to be changed when I complained a year ago so that no one could order a movie. The company representative "Katy" had to refer it to a supervisor, who was coincidentally not available at the time. Have not heard from the supervisor. The second issue is that the recording system did not work for three weeks.
When I called in to notify Suddenlink this summer, was told there was a glitch in their system, did not know how or when it would be fixed, but when I receive my bill that I could call in to receive an adjustment for the cable recording not working. When the bill came, I called and was put on hold forever. Katy finally made the adjustment, without apology for the disruption of service, but instead stated, "this is not something we normally do, but since you've been such a good customer we will do it this one time." Those type of statements do not promote good customer relations in what appears to be an overpriced commodity, that one can do without.
Hi - My name is Tina and I am with Suddenlink. Please accept my apologies for the issues you have been experiencing with your cable service. When guide update released this summer, there was an issue that affected some of the DVR's recording capabilities. We diligently worked to resolve the issue as quickly as possible. Your recording services should now be operating properly. In regards to the PPV movie you were charged for, did you receive credit for it as you stated you did not rent it? I would be happy to help any unresolved issues you may have. Please feel free to contact me at tina-AT-suddenlink-DOT-com.
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 an 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 than 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 an 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 it's 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. It's fraudulent practice to promise high speed, and then cripple the account when you use it.
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 nonetheless just to get rid of Suddenlink. Because I shop online, 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.
In today's horrific economy, the best thing that a company can do is inspire consumer loyalty. Our phone/cable service has been out for 6 days. Called Suddenlink 4 times today. Each time was told someone was on the way. After the 4th call this evening we were told that the first customer service representative lied and no one would be out to assist us until April.
In this age of easy access where it's easy to put out a bad company review, you'd think that this kind of dishonest customer service would not occur. I would not/will not ever recommend any one to this company. They've taken our money for years but obviously are unable to live up to their end of the agreement. Shame on this company.
WEST TEXAS, TEXAS -- I can assure you not every tech support rep you come across is not looking to ** 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. It's 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 couldn't care less why you are mad ‘cause your team lost, your husband/wife's 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 that's 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 it's not me, or the rep you're 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.
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.
LONOKE, ARKANSAS -- After 6 days and 2 calls to "tech support" my Suddenlink email still is not working. 1st "tech" made a couple of limp wrist attempts and ^then told me she was going to turn in a ticket. "A ticket^??? To whom?" I asked. She ^said their tech department! Turn in a ticket for repair to yourself!! After the "24 to 48" hours that she ^said it would take to solve the problem had come and gone I made my 2nd useless call to ^their so called tech support. The second "tech" did not even offer the courtesy of an attempt to solve my problem but he did ^say that it would take "5 to 7 business days, but since the 7th day was on a Friday it would be sometime the next week before it could be fixed"^!!!
I guess they take Fridays off to go to how to repair service seminars! I've noticed Suddenlink offers to contact them at ^their email address and they will help. MY EMAIL NOT WORKING IS THE PROBLEM! Unfortunately they are the only dance hall in town other ^than satellite service, and I was ^told many time to stay away from that, so I'm staying busy going to every complaint site I can to find to spread the word about this crappy company.