Suddenlink Customer Service

User Reviews, Ratings and Comments

Suddenlink customer service is ranked #177 out of the 1023 companies that have a CustomerServiceScoreboard.com rating with an overall score of 48.40 out of a possible 200 based upon 896 ratings. This score rates Suddenlink customer service and customer support as Disappointing.

NEGATIVE Comments

758 Negative Comments out of 896 Total Comments is 84.60%.

POSITIVE Comments

138 Positive Comments out of 896 Total Comments is 15.40%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating

  • Suddenlink

    Customer Service Scoreboard

    • 48.40 Overall Rating
      (out of 200 possible)
    • 758 negative comments (84.60%)
    • 138 positive comments (15.40%)
    • 3 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 2.6 Issue Resolution
    • 3.5 Reachability
    • 2.5 Cancellation
    • 4.5 Friendliness
    • 3.4 Product Knowledge

Add your review!

Posted by Shane


Terrible customer service. Second time we have lost service to our street. 2nd time I have tracked the problem down myself on day one. 2nd time they insist on telling me they don't have an outage in my neighborhood. 2nd time they send a regular service tech to my house instead of the bucket truck tech, when I told them on day one, it was a main line knocked loose. I just don't get it.

Posted by Tammy2


Suddenlink/Optimum have illegal billing practices. They overcharge you on your monthly bill. When you call them you get outsourced to another country. You are told you have to pay the incorrect bill or have your cable shut off for non payment. They tell you the next bill will be correct but you do not get back what they overcharge you. You do not have a credit on your next bill for the overcharge. THAT IS ILLEGAL BUT SUDDENLINK/OPTIMUM IS ALLOWED TO GET AWAY WITH IT. I have turned them in for fraud investigation

Posted by Anonymous


Have not had phone or internet service for 2 days now

Posted by MAD


We have been without internet for 22 days! I have called just about every other day and texted. Everybody that I talk to lies to me, because they are not doing a darn the thing about it. They lied about making an appointment. Then the other have been appointment canceled. The technician from Nacocgdoges Tx calls and cancel because he told me that they can do anything about it. The tech has canceled twice. The issue is with the main line. Sudden Link/Optimum are sorry! Well as of September 22, 2022 nobody knows a darn thing. The problem is not fixed because they are not doing a darn the thing about it. They have not even made the effort to fix it! Optimum people just don't care. They are not honest!

Posted by Anonymous


Absolute crap,terrible service. Dumb technicians, all Indian or foreign call center that you can't understand. they tell you you'll receive call backs to discuss account details or refunds for improper Billing but no one ever calls. Lie about promotions offers and prices! Worst company I have ever dealt with, if I had another option where I live I would pay any amount to be rid of them! Y'all suck Suddenlink.

Posted by Anonymous


Sudden Link is very annoying with their ads and a salesperson knocked on my door while I was trying to enjoy a quiet evening at home this is very annoying

Posted by Anonymous


What service and support!! Internet keeps going up , I paid 11 days ago, & they shut it off for nonpayment!! I'm so damn mad ! They never try to help you in any way!!! Sorriest costumer service I have ever dealt with!!!!

Posted by Frustrating


Extremely slow response time on both phone and chat lines. Phone personnel are friendly but not very helpful unless you are adding or upgrading your service. Though I have tried the chat line I have not yet been able to connect with a representative. Currently in the queue for a body for over 45 minutes. Ridiculous.

Posted by Allen Houston


Horrible service. They didn't even honer my free installation I received from email and the company has lied to me about the service

Posted by Harimothu


I don't know where to start. Suddenlink it just incompetent and their customer service is just absolutely useless. I had outage for days and they could not even tell me what is wrong. When I asked for resolution they said they will send technician 1 week later because everyone is busy. I was just shocked. I never had this kinda experience with any company so far. Please stay away from this internet service provider

Posted by Doug


Another day another horrible day of constant audio issues with this worthless cable company!
Very frustrating trying to watch Nascar race on USA. Audio cuts out constantly. I am sending this message to all the advertising companies as well.

Posted by Upset customer


I have been dealing with Suddenlink for about a month now about service issues and I am so frustrated with this company. I do not know if there new people are going to be better than they are or if they're just changing their name because Suddenlink is synonymous with poor service. But this is ridiculous to have to wait this long to get some issue fixed I have been a loyal customer I have never been late and this is just so infuriating to have to deal with such poor service

Posted by Intermittent internet connectivi


Daily having to reset my modem. Calls to the help desk only talks about resetting the modem. Had three appts over 6-9 months with techs. Either they add a splitter, replace and extern connector or tell me there's no need for a splitter. None of them has helped. My neighbor has the same problem and he rents the modem from Suddenlink. I have a Motorola MG7700, modem/router, don't believe it's my hardware. Can't get help from local tech support.

Posted by Suddenlink is Garbage


The worst service I have ever had and they have a monopoly in my region. I'm furious I have no other option except pile of garbage company.

Posted by Miguel


I'm really desapoiment with this crap service it's the worst service in the world
I'm gonna call my lawyer cause the very poor of their service don't deserve the price I'm paying for the service always internet service gone and back I'm tired of this situation.

Posted by Rich


I lost total trust in the customer service staff. Had a bill increase and called customer service to discuss. They promised three different times to reduce bill. It happened for a single month to the agreed upon amount and then the next month increased again. Continue to seek a different provider and will leave Suddenlink after 13 years.

Posted by Ron


Ron Terrible customer service. WiFi goes out you place phone call and no one answers.
They give you instructions that don't work and cannot get ahold of a live agent.
I pay 340.00 per month and cannot get help after doing business with these people for thirty years.
closed our local office and you don't know where you call is routed to and if they can speak English. If I can find another provider I will and Suddenlink can stick their equipment where the sun doesn't shine. If they want it back come get it.

Posted by Anonymous


I was scheduled for an appointment today from 8am to 11am. No one showed up or contacted me. I called and talked to a representative and was told I would get a call. No call. I called again at 2pm to see if the service person was still coming. No...I had not been notified

Posted by Anonymous


The absolute worst customer service I have ever seen! They lie, act dumb and then ask for feedback and ratings which I don't think ever get reviewed by management or changes would be made? Suddenlink only cares about making $$$ and not one bit about customer service! Never use the word hate but I truly HATE Suddenlink!!!

Posted by Anonymous


Suddenlink support is horrible! Chat is the worst can't type English little alone understand and answer questions? Call in 3 times over 2 wks to get a vacation service suspension in place, was told this was done only to check and find not done and still being billed and all agents playing dumb why??? Have had enough of their service!!!

Posted by Anyone


Terrible service. Left hand does not know what right is doing. Our cable TV reception was horrible and could only get a few channels to watch. Technician came out Saturday and checked signal Said we were a -5 where we should have been a +8. Said we needed a new cable the R11 cable. He turned work order for cable. Monday another technician comes out and goes up to our connection at the road and says its not the nodes and you need a new cable. He turns in work order. Wednesday a 3rd technician comes out does the same exact thing as first two and says we need a new cable. He does not have but says he will come out the next morning and put cable up. Well he comes lays cable on the ground and cuts off the one we had and connects one end to our line at the house but leaves cable on the ground by the road. Said someone would be out later in day to put up. No one came. I called customer. No one scheduled to come for anoth 5 days. Will wind up being basically 2 weeks without any service. Would never recommend them. But they are our only option. Terrible compant terrible service no one cares if you have an issue or not.

Posted by Anonymous


Suddenlink technical support was unable to restore my internet after 8 phone attempts, a technician sent to my home, a technician sent out to the pole and finally after taking time off work to have an "advanced technician" who did not show up (customer service said he went to a brown house with a red door which is not my house!and apparently incapable of calling either of the two phone numbers provided) I cancelled my service and returned the equipment. I requested a credit for the month without service but instead they sent me a bill with a $10 late fee, no credit or adjustment except they charged me $60 for a missed service call!!!!! Seriously!We took off work to have our service restored and the guy went to the wrong house and called 2 wrong phone numbers and ya think I'm going to pay for that! Not gonna happen! Words don't describe the horrific customer service!!

Posted by Anonymous


I moved out of New Bern NC and very nicely wrapped and shipped Via. Fed-Ex all my equipment to Greenville NC as directed by Sudden Link website directions.
I later get a bill saying I owe $690.00 for equipment.
Called and left the signed received Fed-Ex tracking number with a representative that would look into the situation.
Sent the bill back with Fed-Ex number saying I refuse to pay
Glad I Never will have dealings with this company ever again..after being a loyal customer for 24 years

Posted by rob_oberra


Diana sanchez 3691 state hwy 7 E center tx 75935, one year ago I was contacted by suddenlink for new service took days off of work 4 times to let them in my home one year later still no service they called me on March 29 we are ready to install service took off work again on April 4 2022 and April 13 2022 to be told after one year I can't have service in my area , I lost 800$ in taking days off for nothing , after a year of being lied to again and again said we are sending someone out to hook your service up one year later still no service , suddenlink has. Wasted my time my money all for nothing you call customer service and the schedule an appointment after you tell them no one will show up , and they say sir they will , today all they did was had me take the day off to call and tell me , I cat get service here at my home , after I was told the road crew was running a new line ,it will take 7 days all bullcrap now after the run around I gotta tell my kids again suddenlink lied to us for the 5th time , this company has lost all my respect , if I am asked about suddenlink what do you think will be said .

Posted by Andrews Texas


It is a sad state of affairs when Suddenlink's poor customer service is in the top 15%. Even worse when they upsale the announcement they are becoming Optinum. As if it's an improvement. The are in the lowest 15%. So my only question is do we get a 70% discount or another increase for worse.

Add your review!

Posted by Jimsterjam


I only be subsequently canceling my CATV service for a few days, at best!
Because I am moving would really be for no other reason...
The cable service on Long Island s usually very good too excellent!
With no adverse effects or problems'!
Thank you for a quilty of service I wish most public and utilities ran as goos and as semi smooth as My Catv service!
Cheers to entire staff & Happy New Years to u all...!

Posted by Medya


Hi
I had a problem and contacted the customer service. My problem with reconnecting was solved within minutes. Sullivan who helped me was professional and efficient. Thank you! I am a happy customer.

Posted by Anonymous


Doug in the Lake Charles,LA. Office and Alia on the phone(in Florida) were lncridibly great in helping us with our problem. They were the best and are why we are still with Suddenlink.

Posted by RMST


The Technician that came out to upgrade my moms cable was excellent. Matt Warden was very polite and took time out to show my 93 year old mother how to operate her remote. He also took the time to go to his truck and bring a channel TV Guide so that I could write down her favorite channels.

Posted by Lob


Suddenlink has always been quick to help me whenever I have an issue. I love having them as an isp.

Posted by Anonymous


Alecia, Tech ID 84642, was an AWESOME person to deal with today concerning our rate increase last month. We SO appreciate the customer service she gave us!!!

Posted by Anonymous


I would like to commend SBS Broadband Technician Tommy Anderson for his help beyond the call of duty. During a change in my channel line up a channel was moved to 197 and another put in its place. But the guide remained on the old number 121 while a new channel came on with no guide therefore messing up my ability to record on a new channel. Spoke to tech support several times for help, the first time I was hung up on, I called back 3 times before someone decided to send out a tech. When he came out he could see what I was talking about, contacted people and discovered that this was a community wide issue, he stated that it was a Tivo issue and they would have to correct it, it took about a week and now all is well. Tommy deserves a big AttaBoy for his efforts.

Posted by Anonymous


Kevin was very courteous and punctual. He really cared to make sure we had good service from him as well as from SUDDENLINK. He left me his card if there were anymore issues. He came out twice in 2 days and also troubleshot with me over the phone. This was a tough case! He didn't give up! He found the problem. One of our hotel guests mistakenly switched the cords that go from the box to the wall!

Posted by Shyj


John D. from Washington NC is a great employee and is very honest. I really appreciate is kindness even though it was raining. Thanks such a great employee.

Posted by Anonymous


Called Suddenlink with an internet problem. I was very satisfied with there ability to repair the problem. My tech Jed tech ID 25262 did an excellent job and was very friendly and knowledgeable. Thanks

Posted by N/A


I want to compliment your employee Adam Rodriguez for the outstanding correction of my TV audio and video problems. He arrived during the time window set by Suddenlink Tech. on 2 August, 2016. He checked all inside connections. Outside he correctly evaluated the problem at my house connection and the cable telephone pole connection. He replaced the cable line from the pole to my house and updated all other connections that were defective. He also determined a low signal problem in the Suddenlink cable line and set up an evaluation and correction for this problem. Suddenlink Amarillo Maintenance arrived within 20 minutes and Mr. Rodriguez also returned to provide them with the low signal information. The problem was corrected and my reception is great. Professional and courteous employees like Mr. Rodriguez are a great asset to Suddenlink and to customers like me who appreciate outstanding TV and internet reception and service. Sincerely, Charles A. Grandmaison, Jr.

Posted by Suddenlink


was so pleased with the suddenlink service i received yesterday.The man that called me (Scott) went out of his way to get my Internet hooked up.

He was headed to a meeting, yet took the time to answer all my questions. The gentlemen that came to my home ( I dont remember this name) was quick and got here in a timely matter.

I would like to tell them both thanks,and i stayed up half the night watching movies!!!Thanks again Scott, they need more people like you and the service man that came!!!!

Posted by Anonymous


Our signal was lost. After spending an hour with Tech support our local suddenlink tech was contacted and set up appt. for next morning. T.J. came early next morning, was very friendly, professional, and had our problem diagnosed and fixed withing 5 minutes. We are very happy with results.

Posted by Anonymous


Recently, I had a problem with reception on my television. I called in for assistance and a serviceman arrived in a short time. His name is Jed and his Employee # is 25262. I was highly impressed with his work and turned out to be a real problem to get things working. Jed stayed on the job and even though he had other calls to make and it was getting towards time to go home he stayed until all was repaired and operating correctly. You have a very good employee in this gentleman. I recommend some type of award for him.

Posted by osharilee


Kudos to Kevin with Suddenlink Tyler/Lindale, TX. When I returned home this evening I had no phone service or internet. Not sure why as both were working when I left this a.m. The internet is extremely important to me and when it is down it is an absolute disaster for me.
When I called to see if it could be fixed asap, I was told that the earliest that it could be fixed would be Saturday afternoon. Unfortunately, my schedule saw me in the Dallas area Saturday afternoon and therefore it would be Monday a.m. before they could get to me.
I called Kevin as he had just been here on a special request as my new remotes were not working and he promptly told me he would be on his way to help me out.
He was wonderful and got me up and running quickly.
Because of his commitment to his customers, I am now able to pay my Suddenlink bill and other bills tonite and get them paid on time.
Ratings below are in reference to Kevin.

Posted by Anonymous


New Suddenlink customer - the tech who came out last week frankly didn't know what he was doing. My husband went to your Broadway office Monday - talked to Marianna (very good) and she got two new techs out to our house that afternoon. Marcus Hayley and Shane Tidwell were great! They got everything working correctly and stayed to make sure it was OK. They also made sure my Medical Alert system was connected correctly to the phone system. Those two deserve a big thank you.

Posted by Richard Lips


The service technician was excellent and very knowledgeable about the job that he performed. he has my highest approval.

Posted by Bentley's Mom


I have to say Suddenlink's customer service and many of the technicians leave a lot to be desired. However, after numerous complaints about a recurring problem they finally sent a technician that is worth his wait in gold!!! If you are experiencing ANY technical issues and have to have someone come out for repairs, ask for Jonny Roach. He was amazing! This young man was polite, efficient, thorough, knowledgeable, professional and LISTENED to my explanations of the internet issues I was having. The previous technician checked the line and confirmed that I was receiving a signal and refused to check anything further. Jonny, after carefully listening to my concerns, checked EVERYTHING and wound up replacing the splitter and modem, both of which were bad! If I ever have another problem, I am not wasting any more valuable time. I am simply asking for them to send Mr. Roach and I know it will be fixed!!

Posted by Susieq63


I am very pleased with Suddenlink service. Your representative Tyrone Sanders came out quickly on an emergency basis. He was friendly, effecient & courteous. He had our problem fixed within a very short time of arrival.

Posted by Anonymous


Regarding Shane Tidwell--- was called in to help with installing package, young man arrived, found out what was needed and went to work. kept us informed on what and why he was doing things. great personality. made the whole experience a fun and happy one. he's a keeper.. if you need a tech--- call Shane

Posted by Anonymous


Ron Davis installed out suddenlink system... arrived on time, but had been given wrong info from office, he quickly got them on the phone and got the right info, had to call 2 additions reps in to help as it was a much bigger project that the original order had shown. he did not hesitate, was professional, very efficient. if we ask, he explained it in simple terms for us, just a true professional and valuable asset to suddenlink

Posted by Ronald Mirabella


Hi : Dustin Snyder just left our home for a service call -- he is fantastic !! Always prompt, polite and VERY helpful ! He got us up and up to speed on all accounts.
I hope we don't need to call for service again - BUT if we do -- please send Dustin Snyder -- thanks

Posted by Ramon Martinez


One of your employees, Ramon Martinez, (10247) came to our home on a service call. He was an excellent employee and installed our high definition boxes in a very professional manner. He was very polite and helpful.

Posted by Anonymous


I would like to give my thanks to 3 young men who worked hard to fix the cobbled up cables that were there due to upgrades Suddenlink has done over the years. We would like to thank Broadband Technician III Ryan Tackett, SBS Broadband Technician Leon Adams and Broadband Technician III James Orr for all the time they put in at our house trying to fix our problems with our Tivo equipment. Ryan Tackett came back the next evening and put in new equipment and all is working fine now. Just really wanted to recognize these 3 men for their good work.

Posted by Anonymous


Michael, tech ID was just here. He was here before I got back, but patiently waited 10 minutes until I got home. He came in, listened to what my concerns were, and promptly took care of the matters. He also completely and politely explained what he was doing and if there would be a charge as well as what the result of the work would be. I am extremely pleased with his work and with Suddenlink in general!

Submit your comment

Posted by db1983db


I work as a contractor for suddenlink and as for the the services I beloved that the services are the best. Super fast internet speeds, low cost for unlimited phone, always adding more channel's, and home security. But....... I think that business should start with the corporate office and rules and guidelines to be tightened. I work in the west Texas region. I am a male with some African-American in my blood however I look white. One of the owners of the contracting company's is always using the n word. I bit my tongue because I don't want to lose my job and feel there is no one to talk to. A family member wants to open up a Facebook page anti suddenlink but I have asked them not to because i really like my job. Also I have seen a whole contracting company b pushed out of a market because a new supervisor was best friends with another contracting company. So a group of 20 installers that were really some of the best I've seen were out of work. Then I see another contracting company that are the only one in a big town have guys work for them that work 6 days a week and have to drive hours away just to spend one day with there families. I think that the corporate office should look into this because in the end happier employees is better for business contractor or not. Strict racism rules. And maybe there should b two contracting company's pre market unless there are only one contracted employee. By doing so I think it keeps both companies competitive with one another and keeps installers from jumping from one contracting company to another as well as possibly making a better chance for some to be able to spend more time at home.

Posted by suberj


Poor James Blakeley has had a long day. He is still here at 6 with four more calls to go. This was suppose to be easy. We had another tech that couldn't help us but James was not about to leave before he found the problem. I should offer him dinner. This is a determined, polite and knowlegable tech. I will ask for him in the future. Give the guy a pat on the back or what ever you do for an outstanding empolyee.

Official company reply

Hi, Shannon from Suddenlink here. Thank you for the kind words and taking the time to post. I will be sure to pass along the kudos! If you are ever in need any assistance please don’t hesitate to contact me. My email is shannon-AT-suddenlink-DOT-com. Thanks!

Suddenlink Help 10/19/12 7:36AM

Posted by Suddenlink Help


Hi - My name is Tina and I am with Suddenlink. I would be happy to help with any issues you may be experiencing with your service. Please feel free to contact me directly at tina-AT-suddenlink-DOT-com. Thank you!

Awards

We are proud to recognize the companies providing the best customer service each year within their industry.

Company Replies

Authorized representatives of Suddenlink can sign up to reply to any of the comments found on this page.

Sign Up | Sign In

Contact Information
Customer Service
877-694-9474

Suddenlink customer service phone number including steps to reach representatives, hours of operation, customer support links and more from ContactHelp.com.
Corporate Office

Locate the Suddenlink corporate office headquarters phone number, address and more at CorporateOfficeOwl.com.

Hours of Operation

Find Suddenlink hours of operation for locations near you!. You can also find Suddenlink location phone numbers, driving directions and maps.

Get Help Online

Get immediate support for your Suddenlink questions from HelpOwl.com.

Reviews & Ratings

View thousands of Suddenlink user reviews and customer ratings available at ReviewOwl.com.

Company News
Altice USA Announces Final Results of Transactions to Combine Its Suddenlink and Optimum Businesses Under a ...
NEW YORK--(BUSINESS WIRE)--Oct 31, 2018--In relation to Altice USA, Inc.'s (“ Altice USA ”, NYSE: ATUS) intention to further simplify its structure and operations by combining (the “ Combination ”) the Suddenlink (Cequel) and Optimum (Cablevision) ...
Suddenlink customers line up for cable boxes
Suddenlink recently completed an upgrade of Abilene's television lineup to all-digital technology, said Janet Meahan, spokeswoman for Suddenlnk's parent company, Altice USA. "As part of this all-digital network investment initiative, the company has ...
Viacom Channels Return to Suddenlink
In May, Altice USA reached a comprehensive carriage renewal agreement with Viacom that returned the channels to Suddenlink. In July, CEO Dexter Goei said 16 Viacom channels would return to Suddenlink systems beginning in August, with the rollout ...