Suddenlink Customer Service Complaints - page 2

I called in a service request for my internet service. My internet was randomly dropping out multiple times daily, gateway would restart daily, and I couldn't get WiFi in 2 bedrooms. I was told that a repair tech would be out the next day to fix the gateway issue and install an extender. The repair tech fixed the gateway, but had not received an extender order. I call back and was told, "no problem, I can ship one to you". She spent 15m putting me on/off hold and trying to up-sell additional service, then said she couldn't help me. I was transferred to the 2nd rep, and went through the same on/off hold and up-selling attempts for 17m. The 3rd rep kept me on the phone for another 15m and said he is shipping me an extender. He said I'd receive a confirmation email within 15m. It's been 2h and I haven't received the confirmation email. I dare to call back, already missed over an hours pay. I'm calling later to cancel my service. Ridiculous service! Never will I again use Suddenlink.

5 technicians have come to our house trying to fix a problem and nothing improves, no wifi, if it is on for a minute, we have poor connection. Cannot see all channels on TV that we are paying for. $200 per month for the last 9 months and nothing g fixed!!!!!

In the past two days I have had the absolute worse customer service from Suddenlink!!! 3/2/22 I spent two hours on the line trying to get my discounts added back to my account after they rolled off 6 months early. Was transferred from billing to retention back to billing and then once again back to retention to only be told that I can only add a cell phone to my account to lower my bill otherwise they had nothing else they could offer so I could go ahead and disconnect my account. I was told that a supervisor would reach back out to me the following day but no one did so I called back on 3/3/22 and reached a Fiona J6G that said she was going to reach out to her sup to see if he could assist me left me on mute for 15 minutes came back on the line and said he wasn't available and she would request a call back and then asked me again why I needed to speak with a supervisor and then placed me back on mute to speak with him but the mute failed and I could hear them speaking and him refusing to speak with me because his shift was about to end. She came back on the line and said that he was on another call and wouldn't be able to assist me. I asked to speak with someone else and she placed the call on hold and came back on the line stating she was transferring the call to a supervisor Tian VOH answered and said she was in a meeting and she would have to call me back I explained that I was informed that a supervisor would call me back already and no one ever did and that I needed to speak with the retention department so I can speak with the a supervisor to see if they are able to assist me since they couldn't she said she could not transfer the call and would have to call me back because she was in a meeting. I informed her that I would call the caproate office to make a complaint and she said go ahead. She said that the only way I could speak with someone else was to say that I wanted to disconnect my account. I informed her that the account was already set for disconnect and that that's why I needed to speak with the supervisor in that department. After 45 minutes the call was finally transferred and I reached Ezequiel THP he informed me he didn't have a supervisor and that he was the highest level of supervisor that was available i informed him that i needed to speak with escalations and he said oh yeah hold on. I reached April and she was helpful she reviewed my account and tried to find something that would get me back to where I was. She was able to assist but the system had an error and she had to reach out to the backend department to see if they could have the promotion applied to the account. I had a grandfather plan that had to be removed I have been a customer for 30+ years I was given the number to cooperate and was informed I could reach out to submit a complaint. I called on today 855-488-5480 reached Mariam HMP and was informed that my promotion was removed after the 12 months and demanded that I look at my 2/2021 bill yelled it actually. I requested to speak with her supervisor informed her that I don't mind waiting that I have time to hold and she states I have time today also so I guess you are going to hold with me for a long time today asked If I would like my account to be disconnected of course I said yes because this is not they way someone should be treated. After one hour and fifteen minutes of her holding me on the line refusing to let me speak with her supervisor or manager she finally offered to transfer the call to someone else. This has been the worst customer service I have ever experienced

I hate Suddenlink I had rather watch the grass in my front yard grow than to have to deal with these people for television.They are evil rude thieves that lie and take money. Please please do not use them as a provider mark my words if you do I can guarantee you will be miserable and broke.

The worst company I have dealt with for customer service and providing what you pay for. Two months ago they came out to connect my new house to internet and cable. The technician said that the cable under the road was damaged and needed replacing but he could connect the service and write up the request. The service was spotty but I have a child who does virtual school so needed something and Suddenlink is the only company in town. Ten service technicians later, 12 phone calls, and still issue not improved. The technicians have told us that the cable was split and provides service to my house and my neighbors. That the cable is damaged and needs replacing but no one can answer when this will happen, just a request has been placed. If as a citizen, I splint a cable, I would face legal charges but I guess it is legal for the Suddenlink to splint the cable and provide two paying customers with suboptimal service. I have requested several times to speak to a supervisor and told they will call back and it never happens. If you have a choice never choose Suddenlink.

I truly hate your company. The service is horrible. Your customer service is nothing but liars and your internet, phone and security services all suck. I hope at&t put you out of business. Suddenlink is a big pall of garbage

I called to have my service transferred to my new residence. The lady I spoke with guaranteed me the service would be moved just the way I already have the service. The next day I recieved an email stating service for part of my service would be moved and for a higher price. Don't lie to the customer saying everything would be the same,and you didn't move all of my services. Do not trust these people. The customer service is no good, and they don't care about you as a customer. This is the 2nd time I have had this problem with suddenlink.

There installer came and did his job then i asked him to take old boxes he said no that i had to take them to buckcannon 1hrand1/2 away this i did not understand when he works for them so i left them here and called them they said they would send boxes for me to mail them they never came then a month later they charged me for them over 300 dollars this company is no good i will switch to sadtilelight they are better

There are good internet providers, there are bad ones and then there's Suddenlink. They are truly in the league of their own.
We have moved to a new home October last year. It's a new construction and is out of the Suddenlink coverage. When I called them to disconnect the service at our old place, they asked if I wanted to transfer it to a new one. I agreed and submitted a request for cost-to-build (basically paying to get connected to a nearby Suddenlink fiber line that runs in neighboring community close to our home.
A couple of months passed. Every time I called, they would transfer to a different department, yet nobody seemed to know if or when I would have my estimate. I spoke with customer care, residential sales, engineering dept, etc. Nothing.
In February upon one of my follow-ups I was advised to try to run through business department. I have a home-based business, so I said sure, that's fine, I just want the service. A guy from business department (Stephen), called and spend thirty minutes telling me how great he was at his job and how many happy customers they had. He seemed unfazed when I repeatedly told him that I was out of coverage and needed my own line built in order to get connected. No worries, he said, we'll get the tech out asap and get you going.
A technician came out a few days later, looked around and said "You don't have the line, do you? Why would they send me here?"
The best part came a few weeks later. Still hoping to receive a follow-up/cost-to-build estimate, I got a piece of mail from Suddenlink. It contained a two-month bill for business internet service package. The service they couldn't provide in the first place.
It's now December 2021, and it's been over a year since I submitted my first request. They are still "working on it."
I understand that right now Suddenlink has pretty much a monopoly on high-speed internet in Tyler, Lindale and other parts of east TX. However, I hope the time will come when an actually decent company/ies will take over Suddenlink's market.
If you can help it at all-steer clear from Suddenlink. Period.

If I could leave zero stars I would. Never in my life have I had such a horrible provider for anything! Let me count the ways:

1. My internet went down so many times in 1 day I had to download an application to keep track of internet unavailability. Every day it was double digits, but when it hit 94 times in one day I had enough. I had to call every day and start with a new person because people said they were taking notes and they did not. Finally after two months of calling, my neighborhood had the underground cables replaced.
2. I believe there are no managers in customer service. Every. Single. Time when I would call, I had to start over with the same issue. THEN then say a manager will call....HA HA HA, the joke is on the customer, no manager EVER called.
3. No remorse for the days/weeks my TV would go out or I didn't have internet. They could care less. The customer means nothing.
4. No contract to sign telling you what their policies are. Imagine the day I finally could go to another provider and I cancelled the 1st part of the month. I was told the policy is you pay for the full month. I asked to please send me a document where I agreed to this....of course, you guessed it, I never received one. THEN, I disputed the amount with my bank in which SUDDENLINK AGREED WITH THE DISPUTE, then they turned around and re-billed me the next month. THEN, I called several times and even offered to pay for half of the bill and was told "that is not our policy". THEY TURNED IT OVER TO A COLLECTION AGENCY. At this time, you now know they will mess up your credit rating, that is their goal because they are never wrong.

But the best part, they play phone tag. When you try to find a corporate office to call and complain, you will get Suddenlink Customer Service. When you look up the Corporate Office in St. Louis, it says closed permanently, BUT there is a phone number and you call and you get OPTIMUM with the SAME Customer Service prompts its quite the vicious circle. What a great gig for a business plan...Don't let your customer talk to anyone knowledgeable, make them go through the lower level customer service personnel over and over and over and over. Welcome to Suddenlink Groundhog Day!!

Bottom line, if you are remotely even thinking about suddenlink....RUN in the opposite direction

Worst internet provider I came across. Since the first day I contacted Suddenlink to start the service I mentioned that I will use my own router and modem, when the technician came to connect the internet he didn't bring Suddenlink's equipment but installed mine as I told them but anyway Suddenlink keeps charging me every month the $10 fee for their equipment which I never saw. I have called several months and explained them this and asked for refund for the money I was charged and still nothing.So people be aware before using their services

Completely horrible. Internet goes in and out all day long. They say they fix it but it's been going in and out of service for 2 years.

Your service is uniformly horrible. There's no excuse. We've had on and off service for 12 days. We've had no service for the last 6 days. Horrendous!

Every time I turn on my tv the picture starts flipping. And I have been a customer for Suddenlink for years. And now I have a picture without sound. But I get sound with commercials. I wish they could get it fixed. It is very annoying.

5 calls..4 months of overcharges. Promises of call backs " after researching overpayment reasons. Took 175. For a 125 bill. Enough. I will contact BBB..lawyer if not resolved!

Every time I turn on my tv the picture starts flipping. I updated my system not too long ago. And it still flips. Can you help me out? I'm really getting tired of this. I can't even watch tv.

super bad customer service, never experience anything like this, worst ever, don't know why do they even exist.

In the Cabot Arkansas office, I waited over one an one half hour while the only rep that could sign up new customers waited on someone who wanted to watch each channel on a screen. All the while a line of customers had to wait. Why couldn't she tell the customer that was making so many people wait. Sir you have to make up your mind or come back because others are waiting. I left and will keep my Dish even though it is more expensive.

My complaints are too numerous to list here. I can not believe this disaster that calls itself Suddenlink is allowed to exist.

I was returning internet equipment for my ex husband as he was unable to with his schedule. I went to the Amarillo TX office on 45th. I spoke with Justin. He was fantastic. I explained I needed a receipt or something showing it was returned. Be explained that we have to return to the drop box outside but I could take a picture of the bar one ok the bottom and take a picture of it going into the drop box. I went outside and a lady was collecting the equipment from the box. I explained to her that Justin said I could take a picture if me returning it so I had proof and she rolled her eyes at me and sighed heavily. I told her she didn't need to be pissy about it that I had been charged when equipment was in fact turned in in the past and it was claimed I had not. She said seems to me your the pissy one and not me. Then she flipped me off. When I told the gentleman at the door, he said ok and as I was walking yo my car she started laughing at me.

Literally the worst. I can not stress enough how terrible Suddenlink is. You have to threaten to call the FCC to actually get anything done correctly, they have 0 customer service skills, their internet service is an absolute joke. If there were any other viable option I would take it in a heartbeat. Somebody please buy out this company and make it better. Or better yet, someone come bring some real competition.

We have had Suddenstink for 2 years and I have had issues with them since the beginning. Internet/wifi drop constantly. When repair techs do bother to show up, they don't fix anything!! Last night was REALLY BAD.wifii dropped again and I called.of course I got a tech from Pakistan or some other non English speaking place. Told him my problem and he had the NERVE TO SAY CALL SONY OR TOSHIBA because it was not Suddenstink. Then said IF it was we would have to buy new equipment. We would be responsible for the cost!!! Really????? Worse company ever.

Had tech come out to fix slow internet he did not fix told him I would have to call back to have them come back out he did not care when he left Had to reset router just to get working called back in to get them to come back out Rep was nice and apologized said he would put in a return request they never showed back up when I called back 2 days later I had to set another appointment due to they did not show so therefore I needed another appointment to get help really now I have to wait another couple of days for internet what sad is he new when he left and just did not care and they do not have a complaint line I know why lol

If there's any other company you can use, do it. Worst customer service experience when trying to close the account of my dead mother. Most insensitive, least helpful people on earth. Ignored all requests to submit a final bill to go to the probate attorney. Heartless and worthless.

I need to talk to some one in charge instead of a robot. I have tried since May, to get a hold of someone to come out and fix the RUTS that a Suddenlink truck made in our yard. I have been lied to 4 different times and frankly I am getting tired of the run around. Just because you are a big company you think you are above the law. It is not fair that you big corporations try and run over the little people, which by the way helps you to make money to stay in operation. Lets see who has the guts to call me to get this situation taken care of. Do you????? Send someone to the house and I will put them on my lawnmower and they will see where the RUTS are. you would think a multi million dollar company would want to send someone out here and make sure that the job gets done properly, but I guess Suddenlink is to scared to find out the truth. This has been going on since the end of May and I keep getting lied to and still can't talk to a manager or a supervisor. I am very frustrated at how SuddenLink is handling the situation. Is this good business to lie to your PAYING customers and just blow them off like they don't matter. Well I am not satisfied with this at all.