Customer Service Scoreboard
Their service personnel do not speak good English, so good common sense results are not possible. I've had a problem since April with them & could not get resolved. They don't have a network system, they tell you one thing one day & someone tells you something different the next. They have no desire to keep their customers. I will never do business with them again.
DROPPED the internet. It NEVER WORKED, Still have cable but since mid July 2021 we have had snow reception. I wish like hell this podunk community had a different cable company for us to use. They keep telling me we will come fix it. Been 6 weeks waiting. FYI others in the area have the same problem.
I have not had service since July 22,2021. I have a pacer box that will not receive a signal. There has been 24 calls between technical support and myself in the last 3 weeks. Seven appts made only 3 kept. Twice technician left with service still not working. I have had 30 hrs of reception in 3 weeks. My bill is $140 for basic cable. I'm disgusted with Suddenlink but angry at myself for tolerating such nonsense.
Altice is suppose to come Sept 8-10th to change out everything. Add internet, phone and cable for $60 monthly. How is that such when I pay double for cable only? I'm seriously thinking of finding some other provider that can fix this problem. Sick and tired of no service.
Don't ever try to use their "Vacation Plan". Since we are out of the country for a couple of months each year, we tried to save on our monthly bill since service wasn't being used. Fools that we are, we've tried it in 3 different years--always a problem. Either they disconnect service before the agreed date or they can't seem to get service restored when we return. Have to be on phone (rather on hold) with them for hours to try to resolve problems. No one seems to know what they're doing. With their monopoly in our area, we have no other options for a service provider.
Suddenlink is the worst absolute bussiness i have ever endured. I only chose them due to the promotion. Which was....3 months of service with no late fees and disconnect you will be eligible after 3 months for a 200.00 visa credit card. When it was time to pay up i have been giving nothing but a run around. Every other day since the second week in July when i became eligible for my card. I was told first the card would be mailed out in 7 bussiness days. After not receiving card I was then told that because i didnt sign up via online i wasnt eligible. This was an error made by customer service which they have agreed, but still told me that i wasnt eligible although it was no fault of my own.
I have been going back and forth with multiple people supervisors since July 7, we are now the first week in August and these people are still playing games.
I am trying to my damndest to get my 200.00 from them even if this mean i have to call first the BETTER BUSSINESS BUREAU and then take them to court. It will be well worth paying the court fees. Maybe these people will themselves together when folks start taking them to court every week. The owner who goes by the name Dexter Geoi is just as bad for allowing such service to go on while he sits back and get rich off of us.
Going to drop Suddenlink Internet asap. Our bill went from $180 a month (which is already high) to $330...WTF!! This was 2 months ago. At least 4 calls to customer service. Was told not to pay the bill until they did an investigation. Then someone would call with what they found. Needless to say nobody called. Now they charged a $10 late charge on top of the $330. This is nuts!! Who can afford this much per month for residential internet service? Since then they tacked on another month at $330. And are now saying wr owe them $670 for 2 months of internet. And it's not good service to start with!! A supervisor finally called and said "nobody should have told you not to pay your bill" Extremely bad customer service, very poor internet service. They have lost a customer for life. Not sure how the have any customers, the way they treated us.
Promise a half dozen specific things related to price and none were honored. Customer service line to dispute charges have no one to correct charges, but say they will and either promise to call you back or say they will correct, which is not done and you have to start over. It's almost comical how they respond to you.
I have talked with 3 different people with Suddenlink and cannot get any help. I turned in my tv boxes to the local Suddenlink on 4/12/2021 and talked to Suddenlink customer service who assured me everything was taken care of. I wanted to keep internet service and was told it would be $53.00 a month. I continue to be billed for TV service and cannot seem to get it cancelled. Even when I talked to a human, they can't get it corrected. I just want it to go away, I don't have your TV service, QUIT BILLING ME FOR IT!!!
I have had Suddenlink Internet for five months and it has been nothing but a headache. I've had to take time off of work I had to spend more money now they want to charge me seven dollars insurance I am still having trouble to this day now I have to take another day off of work to send a representative out again which cost me another $60 this is very terrible service
For the second time in the past6 monthsI have received a Suddenlink bill saying I hadn't paid a bill and now owed for two months. Each time I had mailed the full payment on the first . The first time was last fall. That time I immediately called "customer service" and was told that no payment had been received and I should check with my bank; which I did. Since it hadn't come thru, my bank suggested that I could pay by phone, and they would stop the check if it came thru. I did that, calling customer service to pay it by phone (still before the due date) and if the check finally showed up, to disregard it. I was told that appropriate notes had been entered and it wouldn't be a problem. It was! I was charged with a returned check on a bill already paid by phone! After having to again deal with so called customer service, I thought things were settled. Today I again received a bill with two payments plus a late fee due on a bill that was mailed out 27 days ago. According to "customer service" it wasn't posted until the day before I received the bill (26 days) ! Somehow it was my fault and I was expected to still pay a late fee! I asked to speak to a supervisor, was put on a long hold, before the same girl came back on the line to inform me that I had had returned check in the past six months, so they would do nothing! That was their previous screw-up! I pay my bills in full and on time. In other places I've lived I've hadCox or Comcast and never had this problem!! I am looking into other cable companies to try to get away from Suddenlink. Unfortunately in small towns the choices are limited and I may be stuck with them, for now. Your customer service sounds like a call center in another country with people who's stock answer is"I'm not authorized to fix this"! When our local office was open, I didn't have an issue with billing. The actual service is frequently interrupted and the sound quality on several channels is bad. So, not only do we get marginal service, we get little to no actual customer service!
I called customer service on September 23, 2020 because my services had been off?
I had gone to the local office but it had bee closed for months. Even though, suddenlink continues to tell us that it's open. There's equipment left at front door of office that has been delivered getting ruined??
I paid the month of August & September 2020 as I was informed by rep on the 23 of September, 2020.
I asked to have cable discontinued because it kept getting more and more expensive and I don't really watch tv, and I asked to keep my Internet only.
Next thing I know is that they disconnected all my services and where charging me for extra months and equipment.
I did drive to the closest office to me about 50 minutes drive. The lady at tha office wanted me to pay about $600 dollars? She claimed that she couldn't do anything for me except take my money, I wanted to get just the Internet for The $20/mo Special the had plus a $100 Visa card?? But she claimed she couldn't do that.
Therefore, I'm still without Internet.
I'm thinking about joining the group of many other customers that are filing a class act suit because they to have been victims of suddenlink abuses.
I would like to know how soon are you going to take to rectify these problems?
Please, let me know so I can decide what to do
I need a response ASAP please
Thank you,
Alba Rauschenbach
The Suddenlink internet and phone service in Tarboro and Rocky Mount North Carolina has been so bad that we fear for our 87 year old mother's safety. She lives there and is frequently without service. The towns in the area have complained and Suddenlink has not improved. Signals were out for 5 days after Christmas and today the phone and internet are out again. They are being paid their money but are not keeping up their side of the contract. This is dangerous,
Mini box Issues: ongoing issues for last 4 months but dealt with it by unplugging to reset at least twice a week
• When accessing recorded programs through DVR button - error message OBV-55
• When using Voice button, didn't respond - error message OBV-55
• WPS button keeps going out
• When first turning on TV and cable, no audio comes through; checked the audio through apps and audio works
• Have had to continuously unplug box for 5 minutes to reset box for above functions to work
Main box issues: issues started in December 2020
• When first turning on TV and cable, no audio comes through; checked the audio through apps and audio works
• When using Voice button, didn't respond - error message SCHR 102
12/21/20 called into SuddenLink - spoke with rep Pamela above issues and I requested new cable boxes. Pamela said I could swap out the boxes at one of their stores or have a tech come out but there would be a charge for the tech to come out. I advised that the closest store to me had closed and there were no others within my area and I insisted that would was not going to pay for a technician to come out because their boxes were not properly working and there's no stores for me to swap them out. Pamela insisted there would be a charge and she couldn't override it. I asked to speak with her supervisor and she said he would just tell me the same thing but I insisted to speak with her supervisor. I did speak with supervisor, John and explained the above situation again. John did say he was authorized to waive the charge for the technician to come out and scheduled me for Thursday 12/24/20 between 8am and 2pm.
12/23/20 - onsite technician, Spencer called to see if he could come earlier than scheduled. When Spencer arrived, he looked at my mini box and pushed the top 2 buttons to reset and then went to the main box. He said every time I have the issue above, this is what I would have to do and I replied I shouldn't have to do this every time I want to enjoy watching TV. He said he would check the fiber outside and offered me 2 HDMI cords (which I replaced) advising that this may help. Spencer also did something on the main box and as he was in the settings, I asked him about the 2 networks (2.4 and 5g) that was listed and he said I don't need both and asked if he could delete the 2.4g; I responded yes. After he left, I tried using one of my devices and discovered it was not on the network. Unfortunately, Spencer did not advise that it would impact some/all of my devices. I called him back on his mobile (972-482-1007) and told him my devices are no longer connected and asked how to get both my networks back. Spencer said there's no way for him to get it back and advised I contact SuddenLink's tech support. I then spent additional time on the phone with tech support and they restored both networks, but I had to reset 10+ devices back on the network including my security.
12/24/20 called SuddenLink - explained that my mini is having the same issues as initially reported and that the last visit from technician did no install new cable boxes as I previously requested. Another onsite technician visit was scheduled for 12/30/20. I was told that after everything is fixed, I could call back to get compensated for the days I had issues.
12/30/20 - onsite technician, Anthony came out and also reset the mini box and the main box; he indicated that when Suddenlink does their software updates on the main box, the connections on the mini drops and that's why the WPS keeps going out and the other functions stop working. He advised he could replace the main box but it may not fix the problem. I requested he go ahead and replace the box to exhaust all resources to resolve the issue. Anthony replaced the box but he did not advise that there's be a new network and password and before I could ask him to hold off, he was done. This again caused my devices to drop off the network but Anthony advised that I could call SuddenLink tech support and they could get all of my devices back on the new network without me having to connect them one-by-one.
After Anthony left I called SuddenLink tech support (Marwin) as Anthony advised but I was on the phone with them over an hour because they had trouble finding my internet and wasn't able to restore my devices. Marwin did walk me through the Settings to rename my network and password to my original network and password. Marwin said that he didn't think the onsite technician completed the setup on the main box so he scheduled another onsite technician for the next morning 12/31/20 to complete the setup.
12/31/20 - onsite technician, Joshua came out and was unsure the reason for his visit because he checked the network and it was working. I explained to him that tech support set up the visit because they couldn't find my internet to setup all my devices at once so I didn't have to set them up again one-by-one. However, Joshua advised that this was not possible...there is no way they could set up devices all at once; I would have to set up individually again which frustrated me again. Joshua did check the mini and main boxes and discovered that the last onsite technician did not complete the setup so he completed the setup. Joshua did confirm that when there's software updates, it drops the connection on the mini box.
1/4/21 (10:22am day hours) called into SuddenLink and waited on hold for 40 minutes to report the Voice on both mini and main boxes are still not working (SCH 102 and OBV 55 error messages) and retrieving recorded programs by DVR button, receive a OBV 55 error message. However, I never go through to report this error. The WPS light on the mini but is not lit on the main box. I've taken pictures of the error messages on the TV after 3 technicians have come out but the issues continue.
1/4/21 (9:22pm evening hours) - called into Suddenlink again to report above and how SuddenLink plan to compensate me from the days I reported these issues/interruptions and how they're going to discount my account. Rep, Hadir says she can schedule another tech to come out to fix the issue but I refused to have another tech come out after 3 different technicians and hours spent on the phone. Told her I want compensation and discount my account. Hadir says she reported this to the credit department and says I'll get a call back to me within 3 days by phone to tell me what my credit and discount is. She says she reported my complaints and issues to higher management team to tell them what's going on.
1/7/21: the picture on both TVs are freezing up and distorting sporadically.
1/10/21: As of today, I have not heard from the billing department. Wen online a clicked 'request a credit' and it showed 'Your credit request has been sent. We will review and apply credits per our policy.
1/10/21: Called Suddenlink today to report sporadic picture freezes and distortion. The tech, Yolan accessed my system (not sure what she did) and asked if the picture was fixed. I told her this happens sporadically but during the call it did not freeze or distort. She says if this happens again, just call back and have them review the notes from today and they'll know what to do.
Wow - just reviewed my bill and I'm paying over $40/month in taxes and fees ☹
Overseas customer service is horrible and frustrating!! I've had to call 40 times in the past two months and I'd hang up because they just kept saying the same thing and it wasn't fixing the issue! I've been hung up on because I asked to talk to a manager because the agent wasn't able to fix the problem. Most of the employees don't speak very good English so it's takes so long to get them to understand what you're trying to say. Asked to talk to a manager 10 times and every time was told they're in a meeting. So asked for a call back each time and it been over two months since my first request and still not a call. I live in a small Citigroup in the mountains and only centurylink and Suddenlink is here. Century links internet speeds are between 1-10 and I'd like to have at least 100 so I pretty much have to use Suddenlink otherwise I'd never ever use them. I'd pay more money for internet just so I wouldn't have to use them!!
My Internet has gone down every day for 10 days now at exactly 10AM and it is up and down to around noon and then the last 2 days it goes down again at 1PM and is up and down for a couple hours. I live in south Tyler. I have called, been to the office and called again and again and all they tell me is there is a problem in the area. I am working from home so this is most inconvenient when I am paying the price I am for service. Oh and at the same time, the phone number says it is not a working number.
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