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Very Poor Service and Support
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

PINEVILLE, LOUISIANA -- Called on July 18 2018. I am disabled and have an AT&T cell phone which needs a microcell to work 99% of the time. The microcell uses the Internet to assist in the calls. On the 18th TiVo was not working on remote TVs and phone line that is from Suddenlink was out. Called Suddenlink and was also told I also had a spike in power over my service. They could not get a service technician to my house before I left town but could get a line technician to check the pole to see why I got the power a spike. They said the scheduled appointment was on the 23-24 of July to check the pole.

While I was gone internet went out so I could not control my nest thermostat to cool my house down before I returned (The nest is a internet controlled thermostat so you can adjust it from your phone while at home or out of town. All you need is internet and my phone has great internet, Suddenlink not so).

Needless to say the house was 80 degrees when we got home in central Louisiana where the heat index is over 108 degrees daily in the summer. Called Suddenlink and they said they would have somebody come out on Sunday, time came and gone so I called about my appointment and they said they miss spoke and it would be Monday, but they would send someone to check the pole.

The order request to check the pole was 23-24 of July not the 30th. (WTF). I did complain the my modem was flashing more lights than a Christmas tree and they said it was over three years old and they had problems with them and it needed to be replaced. I asked why they had not scheduled for that to be done and they responded it was up to the customer to do that. Well l have problems with their service every couple of months and have to manually reset the modem and call them, but I guess I never asked to have my faulty modem replaced and I guess it's not up to them to tell them their job and insist on a new one. GREAT CUSTOMER SERVICE.

My first experience with them in this house was after my old house got flooded with about six feet of water and moved into this house that at the time we were flipping. Every toy my daughter had was soiled with waste water (oil, gas, insecticides, sewer water and so on, so everything was thrown out). We had our services transferred to our new house and it took ten days.

Two days after it the service was connected my daughter told me her TV went out. I went outside and they had sent a service man terminate our service. They sent him out with a paper list of houses that did not have service that was weeks old and he was going around disconnecting houses from the service poles, They evidently got their list prior to the ten days of me having my service change and paying an outrageous disconnect and reconnection fee and the new service turned on, they were using a very, very, very old list.

They disconnected my service and when I stopped and asked the service technician what he was doing and showed him the paperwork I received when I had the services moved, he wouldn't even call the office to verify what I was showing him was accurate.

This was Saturday and He told me to call the office Monday and they could straighten it out, that would have meant no phone, no internet and no TV until they could schedule some to fix their ** up. Too bad for him he pulled his truck was pulled a little too far down the driveway so I pulled my F250 right to his pumper and said when the TV comes on I'll move my truck and I turned around and went inside. He then called and had put the cable acrossed two poles to the main service to get it back to my house and working again.

So of course I moved my truck. I never got an apology or even a call and that was probably the best service I have had in ten years. When I did get them to add another line which they knew was going to have to be in the attic they came in the afternoon and said that they were not allowed to go in attics after 10:00 because of the heat and I would have to reschedule, so I volunteered to go in the attic and drill the hole to run the cable thru the attic and down the wall (I didn't even get a thank you).

He made the hole in the wall to run the cable out and it looked like he put his fist through it and used a little wall cover that didn't even cover the hole. After I complained they ordered and brought a doubled size wall outlet to fix it, it fell off the wall one week after that. I just wish it was not a monopoly on cable here because they would be out of business (it rains too much for DirecTV to be efficient).

I wish AT&T 2 wire would come to this area. The real SAD thing is I have been a customer For over 30 year and they treat you like **, whatever happened to customer loyalty!!! And to top it off so they would not have to trim a tree (their job) they looped my cable line down the main line then to the pole closer to my house, I guess it's some sort of new engineering.

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Poor Reliability and Speed
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

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.

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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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Bad Business Practices
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

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Horrible Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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!

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Horrible Customer Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

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

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.

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

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.

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Poor Video Quality
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

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Horrible Internet Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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!

Company Response 11/16/2015:

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

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Suddenlink Rating:
Star Empty star Empty star Empty star Empty star
1.1 out of 5, based on 28 ratings and
41 reviews & complaints.
Contact Information:
Suddenlink
520 Maryville Centre Drive
St. Louis, MO 63141
877-694-9474 (ph)
www.suddenlink.com
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