SuddenLink Customer Service Issues

Subject: Issue with Suddenlink Account Bill Dear Customer Service, I am writing to address an issue with my Suddenlink account. My name is John Lark, and my account number is 07[redacted]44-07. I reside at [redacted] Bayou Place in Washington, NC [redacted]. I have an internet-only service that typically costs $55.16 monthly. I previously requested a seasonal hold when I called over a month ago, ensuring my account was fully paid at that time. Recently, I received a bill for $72.83, which does not align with my usual charges. I tried to resolve this matter online and spoke with a representative named "Wilson." Unfortunately, I was informed that I needed to call an [redacted] number due to my account status. However, as I am currently abroad with limited phone access, reaching customer service has been challenging. I would appreciate your assistance in resolving this discrepancy. For communication purposes, I can be reached via email at [redacted] Thank you for your attention to this matter. Best regards, John

Ever since I joined your service, I've encountered issues and misinformation. Initially, I was promised new DVRs, but after waiting and not hearing back, I had to follow up. Another installer came on 12/23, and though I was told to wait for the service to activate, it never did. Due to the holidays and falling ill, I couldn't address it until 1/3. Reluctantly, I received and connected two DVRs. After explaining the situation to the office, I was promised a credit and advised not to worry about disconnection. However, to my surprise, my services were turned off last night. Despite warnings from others in the community, I opted for your service. Please rectify this situation immediately or disconnect my service so I can pursue alternatives elsewhere.

On December 30, [redacted], a truck damaged the fiber cable on our street, causing disruptions to our service over [redacted] feet away from our house. Despite four technician visits, the issue persists as the junction box on a slope needs specialized equipment for repair. A fifth appointment for today, January 9, [redacted], from 2-5 p.m. has been set, but there's uncertainty if a box lift vehicle has been arranged. Customer support was unable to confirm this, and contacting them now is challenging with only a chatbot available.

My account was canceled on November 26, [redacted] when my sister returned the cable box to the Leesville, LA office. We have been receiving bills for service since then, despite no one living in the house. When contacting Suddenlink, they confirmed the service was canceled. Today, January 9, [redacted], we received another bill for $51.05 for the billing period 12/01/19-01/31/20. The service was disconnected on 11/26/19. I have tried multiple numbers but can't reach a person. The automated system claims I have an outstanding balance. I refuse to pay this bill as Suddenlink acknowledged the service cancellation and equipment return on 11/26/19 at the Leesville, LA office.

Yesterday, a technician named Shawn Aliff visited my home to address ongoing issues with my internet connection. He was extremely helpful and transparent in answering my questions. This problem initially surfaced in July [redacted] when the service was installed. The technician used outdated wiring and installed unnecessary splicers, causing signal leakage in multiple areas. Despite paying for [redacted] mbps, I was only receiving around 52.2 mbps download speed and 11.6 mbps upload speed. I have been overpaying for inadequate service and would like a credit for this month's bill. This has been a recurring issue that was previously addressed in October [redacted] but resurfaced due to poor installation. I insist on prompt action to rectify the situation and receive proper compensation or cancellation of services. Shawn was exemplary in his service, but the initial installation was subpar and needs to be addressed. Your attention to this matter is crucial to maintaining our business relationship. Thank you for your cooperation in advance.

My name is Sandra May, and I recently paid my Suddenlink bill online. According to my bank statement, I made a payment of $[redacted].30 on 12/23/[redacted]. However, my latest bill dated 1/13/[redacted] shows this amount as past due. The bank confirmed the transfer on 12/24/[redacted] with wire transfer tracing number [redacted]. I have been trying to resolve this issue for over a month now. Unfortunately, the local customer service representatives in Amarillo are no longer available to assist with billing problems. I have made multiple unsuccessful calls to your customer service billing department. My local Amarillo National Bank representative tried to help me, but the issue remains unresolved. Before any service interruption or additional fees, I kindly request that someone contacts me. I am willing to provide my email, however, a phone call would be greatly appreciated for confirmation of the resolution. Just letting you know!

Regarding account number 07[redacted]21-13-3 under Ashley D., I am writing to address the issues we encountered with our Altice service. Initially, we faced problems in the master bedroom where the box was non-functional and technicians claimed it was a TV issue. Furthermore, the living room boxes had recording issues, and Ashley's room lacked channels and recording capabilities. Despite efforts to resolve these, switching to TiVo proved challenging. Several failed attempts were made to install TiVo by technicians, causing inconvenience. After multiple unsuccessful visits, we finally had a technician who completed the installation satisfactorily. Following this, we discussed a billing concern with a customer service representative who only offered a $[redacted] credit, promising a supervisor callback that never occurred. A subsequent call with another representative led to unsatisfactory service and refusal to escalate the matter. Subsequently, our service was disconnected due to alleged non-payment. We are withholding payment until this matter is fully addressed. It is requested that the month and a half of service disruption be credited to our account promptly. Dissatisfied with the resolution, we are considering switching providers and escalating our concerns to the media. Regards, Phillip G.

Account Number: *****-******-** Name: Ashley Davis Authorized User: Phillip Griggs (Dad) Our issues began when Ashley signed up for service with Altice. The master bedroom box did not work, despite two technicians saying it was our TV's fault. In the living room, the boxes wouldn't record, and Ashley's room box had channel and recording issues. After several failed attempts to fix it, we switched to TiVo. This transition was disastrous. Despite multiple technician visits, only after the sixth try, the installation was completed. However, the customer service for billing problems was lacking. Promised callbacks from supervisors never happened. When contacting them again, another representative was unhelpful and rude. We were only given a partial discount on the bill. As a result of unresolved issues, our service is now disconnected due to non-payment. We refuse to pay until this is rectified. We demand a credit for the month and a half of service issues. If no satisfactory solution is reached, we will switch providers. Phillip Griggs

Hello, I want to share my experience with the local Suddenlink service. We started our service on 09-27-19 with a monthly fee of $54.74, as advertised, with unlimited data. However, issues arose when we were charged an additional $10 on 12-19-19, which was not communicated in our previous bill. Despite paying the agreed $54.74, we later received messages claiming we owe over $[redacted], citing a billing date as early as 11-27, which was not on our 12-19-19 bill. Despite multiple attempts to communicate via email at [redacted], we faced one-sided communication as our responses bounced back. We have consistently paid the agreed amount each month but were recently informed of a mandatory $20 increase without any prior notice. Attempts to discuss these charges were met with unresponsive customer service and harassing phone calls. This lack of communication and professionalism seems to be common with Suddenlink in our area, where they are the sole ISP available. We are requesting clarity on the billing practices and to pay the agreed $54.74 per month for the service we signed up for. Improved two-way email communication would greatly help resolve these issues and enhance customer service. Thank you for addressing this ongoing problem.

I recently discovered that my SS# was used by someone to obtain cable from Suddenlink without my knowledge. Despite my efforts to rectify the situation and remove it from collections, I was surprised to be contacted by them again today. I attempted to contact Suddenlink multiple times, but their automated system did not recognize me, making it impossible to speak with a representative. This has caused me significant anxiety as I strive to maintain a good credit score. The account in question is in Branson, MO, a location far from where I reside in Paducah, KY. I did not live in Branson during the billing period and did not authorize the account. I am frustrated by the lack of communication with Suddenlink and hope to resolve this matter promptly. Thank you.

I recently discovered that an acquaintance used my Social Security Number to obtain cable services without my knowledge. This resulted in overdue bills and unreturned equipment, negatively impacting my credit score. Despite resolving the issue initially, it has resurfaced as of February 5, [redacted]. I have attempted to reach out to Suddenlink multiple times, but their automated system does not allow me to speak with a representative. This stressful situation has affected my anxiety levels, and I am struggling to resolve it since I do not live in Branson, MO, where the account is located. Sincerely, Martha Anastasiou

I recently discovered that an acquaintance used my SS# without my knowledge to set up a cable account with Suddenlink in Branson, MO. After being contacted by the credit bureau, I tried to resolve the issue with Suddenlink last August but faced difficulties. Today, I received another call from collections, reigniting this problem. Despite numerous attempts, I cannot reach a live person at Suddenlink due to their automated system. This situation has caused me significant anxiety, as I have diligently maintained my credit score. I reside in Paducah, KY and was not living in Branson when this account was opened. Suddenlink confirmed the account was established over the phone using my SS#, with equipment being picked up by an individual whose name did not match mine. I need assistance in resolving this matter promptly. Thank you, Martha Anastasiou.

I would like to speak with a live representative regarding an outstanding bill. I am interested in reducing the bill and exploring options to switch to another internet service provider due to the limitations of the current service I am using for my children. The service requires a $[redacted] deposit, operates on a data usage basis, and does not support online gaming as promised. My children prefer to settle the dues with your company to enjoy uninterrupted gaming experience.

My name is N. Polivoda and my account number is 07[redacted]70-05-4. I've had the phone, internet, and cable bundle for many years. Recently, my phone stopped working and the internet keeps cutting out. I've contacted customer support multiple times, but the issues persist. Despite being informed that they're working on it, the problems have lasted for four to six months. I find it unfair that new customers are charged significantly less for better service. I'm requesting a reduction in my bill due to the poor service quality, and I would appreciate an estimated timeline for when the service will be restored to normal.

I recently received my bill from Suddenlink and noticed an $86.00 charge for international calls to England. I have typically paid $.05 per minute for these calls. However, I checked their international rates webpage today and it still shows calls to the U.K. at $.05 per minute. When I viewed my itemized bill online, I observed that I am being charged $.43 per minute sometimes and still $.05 other times. I am confused by these discrepancies and unsure why the rates seem to vary. If there has been a change in the rates, I have not been informed. Can someone please clarify this for me? Thank you.

I recently started using your TV and internet services but did not receive any paperwork, don’t know my account number, channel lineup, or billing due date. The first technician was not very professional, and my carpet had just been cleaned when he showed up without shoe covers. He was late and seemed unprepared. I had to call customer service for updates. Additionally, I saw an ad for free installation after I already had the service installed, which would have been helpful due to my disability and limited income. Four days later, my TV service went out along with my neighbor's, causing inconvenience over the weekend. Please assist with these matters promptly. Thank you. - Cheryl P.

I contacted Suddenlink around 4:15 PM on 02/16/20 CST and after several attempts, I was able to speak to a representative. I requested to add Showtime to my account, and the lady assured me it would be ready in about 20 minutes. However, when I tried to access Showtime around 6:30 PM CST to record Homeland at 6:00 PM CST, it wasn't available. After multiple unsuccessful attempts to reach customer service at 6:49 PM CST, I gave up due to frustration. Additionally, I find it inconvenient that I have to enter my pin multiple times during a call, especially after finally connecting with a representative. This lack of seamless communication makes me question why I should consider getting wireless phone service from Suddenlink if I can't even reach support when needed. - S.M. San Angelo, TRX

I returned my equipment on January 30, [redacted], before moving, but on February 12, [redacted], I received an email saying my payment increased from $[redacted] to $[redacted].41. After calling Suddenlink, I learned just returning the equipment wasn't enough to disconnect my service. It took multiple phone calls, transfers between departments, and an unresolved issue with a supervisor promise. Despite a call on the 17th explaining my situation, no resolution was reached. They insisted I hadn't been disconnected, leaving me frustrated after a 30-minute hold. I offered to pay the original amount, but they refused. I would appreciate any assistance you can provide in resolving this matter. Thank you.

I have an ongoing service issue in Payson, AZ. We moved out on July 4, [redacted], surrendered all equipment, and closed the account using access code "[redacted]", with account number [redacted]08. Despite this, we keep getting notified of an outstanding balance of $[redacted] and some cents. We even dealt with a collection agency, but we believe this matter was settled. Employees named "Racquel" and "Mo" assured us our service was canceled with a $0 balance. We plan to return to Payson soon and wish to resume service. Preserving our credit report is essential. It seems to be a recurring issue with Suddenlink that needs addressing. We seek a prompt response to resolve this matter before our return. Our situation originated from returning equipment on the first day of a new billing cycle. Assistance in resolving this is greatly appreciated.

I recently spoke with an IT representative named Rana regarding my DHCP Lease Time settings. I requested for it to be set to 86,[redacted] seconds and was informed there would be a $10 charge. However, I was then told I needed to settle my bill before the change could be made, despite it not being due until the 17th. When I questioned this, I asked to speak to a supervisor, but was informed they were unavailable due to being busy. This isn't the first problem I've encountered with this company, as I was initially promised a consistent monthly bill of $[redacted].99. The fluctuating amounts on my bills have been frustrating. I am extremely dissatisfied with the service provided by Suddenlink and am considering reaching out to my local news team to address these customer service issues.