SuddenLink Customer Service Issues

I was charged $[redacted] for a service call on my July bill. I just wanted to report that the cable fell off the pole it's been on for over 20 years. Despite multiple system reboots over the phone, I was directed to exchange the box at a service center that wasn't open in our area. After waiting for a technician, I was without TV for days. When he arrived, he simply pressed a button on the remote, fixing the issue. I then informed him about the fallen cable, which he repaired, but I was still charged $[redacted] for the service call. Despite my efforts, including contacting the billing number for assistance and a promised call back from a supervisor that never happened, I now face late fees for a bill I believe I paid on time last month. As a long-time customer, I am disappointed with the way this situation was handled.

I am still experiencing phone interference problems even after a technician visited my home last Monday. I am wondering if it is possible to receive a different phone box as a replacement for the one I have been using for over five years. I even bought another phone system costing $[redacted] to rule out any issues with my current setup, but the problem persists. Our local office closed in March, so I have no local options to address this matter.

Dear "Tina", I experienced a loss of TV service last Thursday due to a thunderstorm/windstorm. Although the service returned, I noticed some significant issues with the channels. Specifically, there is no sound on Channel 3, 13, 26, and 34. Additionally, the sound is too low on Channel 36 and 42 even when turned up to the maximum volume. I also cannot access any channel on 46, and I am unsure if there should be one, but I believe there was one on 50 like NBC Sports. I appreciate your prompt assistance in resolving these issues. Sincerely, James

I have returned the equipment to the local office after canceling my service due to issues. Despite returning it and having witnesses, I am still being charged. The office advised me to use the drop box even though the equipment was not labeled with my name as they match it with the serial number. I need help with account number 0[redacted]35-03-5 and access code [redacted]. Thank you for your assistance. Russ M. [redacted] Kade Daniel LN Iowa, LA [redacted] [redacted]

I already reported this in a chat about an hour ago. I just received another call for the 10th time since noon today. Here's the report I shared: I have received 9 calls today from what I believe is a phone scammer on my home phone. The recorded message claims to be from a national bank offering money for my bank account, asking to call a number to receive the funds. I suspect they will ask for my account number if I call back, which originates from 1-[redacted] in San Diego, California. My Suddenlink account number is 07[redacted]50-01-5 in Parkersburg, West Virginia. They called again, this time claiming I received a $5,[redacted] loan needing to be deposited today. Upon mentioning reporting them to the West Virginia State Office of the Attorney General's Office of Consumer Protection, the caller promptly ended the call.

About 18 months ago, I had to contact Altice HQ to resolve a billing issue related to the cancellation of my TV service and switch to internet only. After struggling with the local office and "Customer Service," Nick Brown from Altice Public Relations HQ helped resolve the matter, stabilizing my monthly bill at $72.64. Recently, I noticed an unexplained increase to $89.24 in April [redacted]. Following a call with Jose ID# [redacted] in July, who claimed the issue would be fixed, my bill this month reflects no correction or acknowledgment of our conversation. Attempts to reach customer service have been unsuccessful, leading to frustration. I kindly request a call or email to address this ongoing issue, correct the billing, and improve customer service.

I recently received my bill and noticed that the billing amount is $15.00 more than usual. Despite my numerous attempts at calling the [redacted] number, I am consistently routed to prompts in Spanish, making it impossible to address my concerns about the billing. Even after selecting "1" for English, I keep ending up in the Spanish menu. The wait times are excessively long, and the phone system frequently disconnects after being on hold for extended periods. Today alone, I have made five calls, the last one resulting in a 46-minute wait with a Spanish-speaking technician. While she tried to assist me, she mentioned that all systems are currently down. This frustrating experience has made it impossible for me to get answers regarding my bill, make a payment over the phone, or seek technical support. The language barrier and technical issues with the phone system make it challenging to resolve any concerns. I urge the company to address the problems with the phone system promptly and share information on the billing increase and payment options.

I have been trying to contact customer support through various channels but have been unsuccessful. The phone system only offers options in Spanish, and even after a long wait, the representative I spoke with also primarily communicated in Spanish. There have been issues with the systems being down, resulting in increased wait times. My bill has increased without an explanation, and despite multiple attempts, I have not been able to get a response regarding my questions, billing, or payment. This has led to frustration as the phone system is unreliable, and contacting customer service has not been fruitful. I request a callback at [redacted]. Thank you.

I contacted Suddenlink a few weeks ago to transfer my internet service from [redacted] to [redacted] on August 7th for my upcoming move. Unfortunately, the transfer did not occur, and I was not given a reason for the delay. After speaking with a representative, an appointment was scheduled for August 10th for installation. However, the installer informed me that Suddenlink did not service the area. I placed another order for service, only to be told conflicting information by the representative. A new appointment was set for August 13th, but I faced difficulties in getting updates on the installer's arrival. When finally discussing the matter with a rep, I was informed that the installer had been to my house and approved the connection, which was not true. The installation is now rescheduled for August 25th, causing frustration as the initial transfer was supposed to happen on August 7th. I am disappointed with the service provided and the delays in getting my internet connected promptly. Thank you for listening. Thank you. P. Faircloth

I canceled my internet service a month ago, and I was supposed to return my equipment by tomorrow, the 16th. Due to COVID-19 closures, I couldn't return it in person or find the return label online. I don't want to be charged $70 for returning it late since I haven't used it at all. Can someone assist me in obtaining the return label, clarify if I can drop it off at a UPS store, and if there are any associated costs? Also, could the return date be extended by a week or waive any late fees due to my inability to return it on time?

We experienced difficulties with our TV channels after a reboot was attempted by customer service. This resulted in our main TV showing a blank screen. Despite multiple reboots and requesting a technician visit, none were available. We decided to switch to a different service provider. Two months later, we were billed for a service we never actually received. We attempted to return the equipment as instructed, only to find the store closed. After contacting customer service again, we were directed to an online return site but struggled to locate the shipping label. Dealing with Sudden Link has been frustrating as we have been passed around between representatives, many of whom have language barriers. As seniors with limited mobility, we are still trying to find a way to return their equipment.

My son and his college roommates shared the sudden link internet bill, with his name on the account. After moving out in May [redacted], a roommate needed the service briefly. Despite returning the equipment, sudden link billed my son for June, July, and August. We visited the office in Stillwater, only to be redirected to call customer service. After a long call, they promised to backdate the bill to June 15 and disconnect the service. On August 19th, the bill is still $[redacted], and customer service was unhelpful, even hanging up on us. We seek a resolution as promised, considering the challenges of the pandemic and the time, effort, and stress it has caused to deal with this issue.

I am extremely disappointed in your company and customer service department. When the technician arrived at my house, he mistakenly believed it was for new service, despite my being a loyal customer for 2 years. As the customer service manager of a multi-million-dollar company, I am shocked at the mismanagement in your customer service department. My needs were not heard due to loud background noise and a language barrier. Working from home, a reliable internet connection is crucial for me. Having to reboot my system at least 5 times a day is unacceptable. I hope someone can address this frustrating situation promptly. Regards, L. Terherst

I experienced a service outage from July 16th to August 11th, which affected my internet, wi-fi, and phone service. I was instructed not to make a payment until a correct credit was applied. According to FCC regulations, a pro-rata credit should be calculated for the downtime. I spoke with "Aya" who offered a credit of $1 per day, but I declined until the correct amount was confirmed by a supervisor. However, I have not received a follow-up call. I attempted to contact customer service through the website "suddenlink.netmyaccount" listed on my bill, but it appears to be non-functional. My account number is 07[redacted]61-01-8 and my access code is [redacted]. I request clarification on the credit amount and the outstanding payment to resolve this matter promptly. Thank you for your assistance. - Larry H.

I returned all equipment except for one mini box, the modem, and the router for internet service. I am currently unable to locate the other mini box due to ongoing home renovations. I will return it as soon as I find it or pay for the missing equipment. My bank account was charged $[redacted].00 after the last return, which I completed at Walgreens and then the equipment was sent to Leesville Cable office. I only want the internet [redacted] package, not cable, so I am confused why I am being charged the same amount with all the equipment turned in. I returned the DVR many months ago and am still being charged for it. I strictly want internet service only. If this issue is not resolved, I will have to consider switching internet providers. Thank you.

On June 5, [redacted], I received an email from SuddenLink informing me that I exceeded my data limit. I clicked on the "Upgrade" button in the email to switch to Internet [redacted] with free unlimited data. The upgraded plan was supposed to be $20 more than my current one, but when I received my bill, I was charged $30 more and an additional $5 for unlimited data. They also reduced a discount on my plan by $10, resulting in a total increase of $25 per month. Despite contacting SuddenLink multiple times since July 23 with reference number [redacted] given by customer service, no resolution has been provided. I want them to honor the promised upgrade of Internet [redacted] with Unlimited Data for $48.49, credit me for the overcharges on previous bills, and adjust future bills accordingly.

I require a return label to send back the equipment. I have been unsuccessful in reaching anyone by phone for assistance, and I couldn't locate the label online either. I terminated my service after three weeks due to equipment malfunctions and was unable to resolve the issue over the phone due to long wait times related to Covid. When I informed a representative of my wish to cancel, I was promptly connected to a live agent. Suddenlink, your customer service needs improvement if you wish to retain customers! The representative mentioned that a technician would retrieve the equipment to ease my troubles, but this has not occurred. I have been charged $[redacted] for the equipment and now I am struggling to find out how to return it.

I have been trying to resolve a persistent issue for months. Every time I try to reach out, I either get disconnected or do not receive the promised call back. My account number is 07[redacted]8 1-0 3-2 with access code [redacted]. You can reach me at [redacted], and my account number is [redacted]. We were told we would receive a $25 monthly reduction due to decreased services and dissatisfaction, but no one from retention contacted us, and our bill actually increased. I've deducted $75 from the last bill to account for the last 3 months without a promised reduction. Despite my notes on check stubs, no one has reached out. While I want to keep using your services, I need assistance. Other providers are an option. Please call me at [redacted] with answers ASAP. Review my previous messages before calling, as I am often seeing patients. Thank you for your prompt attention. Dr. A. C. Polk, Jr.

In March, we contacted to switch our service to internet & cable for $89 for life. A tech was supposed to install fiber optics, but the appointment was canceled due to the pandemic. Despite numerous attempts to reschedule, we have been unable to do so. We continue to pay for a phone line we no longer have, with no price adjustment. Our current bill is higher than in March. I would appreciate a call to discuss either canceling our service or arranging a new installation appointment, as well as a credit for the services we have not received since March.

We pay Suddenlink/Altice around $[redacted].00 per month for cable TV, internet, and telephone landline service. Following recent technician visits to fix loose and exposed connections, our phone lines are now not working. I suspect the cable reconnections from the TAP to the ground box are causing the issue. Adam and Guilliermo handled burying and connecting the cable, but now we need our phone service restored urgently. Another issue was the slow internet speed causing Netflix movies to buffer frequently. Despite paying for [redacted] Mbps, we only received 49 Mbps. Technicians adjusted the levels to improve this, but the problem persists, including TV interruptions. I believe the reference number associated with this is [redacted]-25. I require immediate restoration of the telephone service and consistent, uninterrupted TV service as I'm paying for.