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Suddenlink Consumer Reviews - Page 3

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Breach Of Contract
By -

ABILENE, TEXAS -- I ordered Suddenlink's "Triple Play" that was advertised on the back of my local supermarket's purchase receipt. When, I called the 800+/- number on the receipt, I was able to set up service for cable/internet/phone as a "bundle." I was also given the chance to purchase the modem for $24.95, which I agreed to do. The verbal service agreement was set up by a rep for Suddenlink. Everything went smooth and I was pleased with the way the phone call to set up my service went, which was by speaker-phone so my fiance could help me setup the service.

The verbal agreement that was reached, with the help of my fiance since he handles all my business matters including bills, etc., was that I would purchase the modem for $24.95, as mentioned above, and the bundled service mentioned above. However, I was having trouble with my billing & service at the start. I had to call in and speak to a Suddenlink rep, who verified the verbal agreement that was originally setup.

The rep (all names are being concealed to protect my case) told me that since I was having so much trouble with the billing/service, that he was waiving the modem charge of $24.95 to makeup for the troubles I was having with Suddenlink. NOW, 1 1/2 years later, when I moved to an area that Suddenlink does not carry service, Suddenlink is demanding I return the modem that was exempted from charges. In other words, they want the modem back that I was originally going to purchase, but which had been waived from charges due to the problems I was having with my billing/service.

They are trying to get the modem back, but the modem is mine, due to the reasons stated above. My fiance is witness to this happening, and he has a power-of-attorney from me to take care of all my business matters, which also includes the ability to sue and recover damages. Suddenlink has been telling me that when I ran a telephone line into that modem, then it was not mine anymore. I say that is entirely opposite of the verbal agreement reached by telephone, because the modem became mine before the phone service was started. Plus, Suddenlink could not "turn-on" the phone for a couple weeks or so after the agreement by phone was reached.

I & my attorney-in-fact have tried numerous times to get this matter straightened out with Suddenlink, but they are adamant that the modem is theirs and they are now billing me $130+/- for the modem. However, I have receipts & paperwork showing that the rental modem (little silver modem) was picked up by the service technician when he turned on my phone a few weeks after I was told the modem that I was to purchase was mine (big black modem).

Also, the original work-order shows that the rental modem was picked up and the "purchased" modem was given to me when the technician came out to set up my telephone service, which is also the modem I was told was mine. When my attorney-in-fact (fiance) picked up the rental modem from the Abilene TX Suddenlink about a year and a half ago, the woman behind the counter told him that the modem that he was picking up (silver one) was just the rental modem, after he inquired if that was the modem that was being purchased {which was later exempted from me being charged due to the problems I was having with Suddenlink's billing/service).

She told him that the one that was originally to be purchased would be brought to my home when the technician came out to install my telephone service. So, when I call the Suddenlink West Region office, they assure me that the modem that I have now is mine, which is verifiable by the receipts and paperwork that I have in my possession.

However, when my attorney-in-fact went to turn in the DVR receiver when my service was cancelled by me because of my move to another town, the Abilene Tx Suddenlink is demanding that I return the modem that was to be purchased, but was waived of charges due to the problems that I was having with Suddenlink to begin with. So, the regional office is saying the modem is mine, and the local office is saying it is not. However, the regional office thinks I still have the little silver modem which was taken by the technician when he came out to turn on my telephone and gave me "MY" modem, the black telephony modem, as my paperwork/receipts show.

So, I am confused and would hate to have to go to court over a so-called $130 modem that is supposed to be mine. But, I will if that is what it takes!! Suddenlink is now in breach of the verbal agreement that was reached concerning the modem. The Abilene office says their records show no charges were ever charged for the modem, even when I try to tell them that the charge for the modem was waived due to the problems I was having when I first started service with Suddenlink!!

Today, my fiance/attorney-in-fact went to try to resolve the matter for the 4th time in a month or so, only to be told the same thing, that since there is no written agreement concerning the modem then I have to either return it or pay for it. However, my fiance told the guy at the counter that there was never a written contract to begin with concerning the verbal agreement/service since it was initiated by telephone, and that was verified by someone independent of the original sales rep. So, Suddenlink insists on getting "MY" modem back either by trying to charge me for it, or I just submit the modem to them.

I say that is a bunch of croc because the modem is mine and not theirs. If they want it back, then they will have to pay me half of what they are trying to charge me for "MY" modem = $65. Or I'll haul their butt into court and ask for a whole lot more than $65 for harassment, unwarranted stress and mental anguish they have put me through, plus the breach of the verbal agreement I and my fiance reached with Suddenlink!!

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Ripoff
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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!!!

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Suddenlink Emailed Flyer Saying I Could Upgrade My Internet Service.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

UALR, ARKANSAS -- I received an email flier saying I had exceeded my data plan with Suddenlink but I could upgrade to unlimited for an additional $20/mo. However, when I called they said the flier was a mistake and it would cost me an additional $40 to upgrade.

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Poor Service and Quality All Around
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

KINGMAN, ARIZONA -- Worst "service" Ever. If I could give a negative rating I would. Don't do business with Suddenlink, they will only lie to you, add random charges to your bill, overdraft your account and you'll never see a dime back. Not to mention you won't even have the service you paid for! No one cares, I've talked to managers and the corporate office, all I can do is warn you not to fall for this TERRIBLE business. I can't wait until their customers see their scams and flee to better HONEST providers.

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Unreliable. Often goes down
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

WEATHERFORD, OKLAHOMA -- My internet speed has been extremely slow for over a month. I have tested and replaced all of my equipment. When I call Suddenlink to open a trouble ticket I'm told it will be over a week before anyone can come out to look at the problem. Then they cancel the ticket and no one ever comes out or calls. Every week I have to call to complain about their unreliable and unstable service. I still have useless internet and no resolution in sight. I don't even know when or if Suddenlink is going to address the problem.

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Poor service and prices going up like nuts!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

TRUCKEE, CALIFORNIA -- Poor service in Truckee area. When it is holiday time, their bandwidth is lame and there are constant interruption of service. Then they raise their price over 15% in less than 1 year (March 2015-March 2016). Then guess what here comes 2017: 7.5% [ricing raise!!! (Hmmm what's the inflation rate? ~1.5%...) I don't see any service improvement (actually I can;t even login to my webcam anymore)
Fraud company!

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Dishonest Business Practice
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

So my bill went up and I decided to investigate. I found out that my price was introductory even though I wasn't informed about this when I got the price, nor was I notified of the rate raise. Oh and for anyone else reading this they charge for paper billing which is probably becoming more common but is just another adder. Anyway, I could go on. Andrea was helpful, she just works for a crappy company.

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No Show for 4 Appointments
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

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Horrible Service and Even Worse Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

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Fuzzy Math
By -

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.

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Suddenlink Rating:
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1.1 out of 5, based on 36 ratings and
49 reviews & complaints.
Contact Information:
Suddenlink
520 Maryville Centre Drive
St. Louis, MO 63141
877-694-9474 (ph)
www.suddenlink.com
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