SuddenLink Customer Service Issues

We relocated from North Carolina to Baton Rouge on July 17th. I had scheduled the disconnect for mid-July, but Suddenlink cut it off in the middle of June, causing an issue as my husband works from home. I was required to prepay for July to reconnect immediately. I made payments of $[redacted].48 on June 15th and again on July 1st, as requested. Despite being told my account was settled, I am still receiving emails claiming I owe $[redacted].52. Frustrated, I have contacted Suddenlink multiple times with no resolution. Supervisors have failed to return my calls. Although my account was closed on August 2nd, this experience with their customer service has been extremely disappointing.

I recently replaced my cable box and connected it to my TV successfully. However, after losing service and trying various troubleshooting steps, I am still unable to get all the channels I am subscribed to through the cable box. When connecting the cable directly to the TV, I can access the channels but face issues when reconnecting it to the cable box. I encountered difficulties with receiving a text code for verification as my landline does not support texts. I'm reaching out for assistance after being directed to seek help online due to busy phone lines at [redacted]. Thank you.

I recently contacted to adjust my services with the company. I requested to cancel my TV service while keeping my internet. Initially, I was quoted around $60.00 to $70.00 per month for the internet alone compared to my previous bill of $[redacted].00 for both services. However, a representative informed me today that it would actually cost $[redacted].00 just for internet, which I feel is unreasonably high. Although the representative offered a $10.00 discount, I expressed my dissatisfaction as my neighbors pay $60.00 to $70.00 for [redacted] mbps while I receive 80 mbps for more money. I requested to speak with a supervisor but was told no one was available. I ultimately informed the representative that I would escalate the issue to the news media and the Attorney General to bring attention to Suddenlink's practices.

I have been charged a $65 service fee for account 07[redacted]27-05-6, our lake house. I have paid the rest of the bill each month except for the $65 and have received late fees of $10 each month, totaling about $95. The customer service experience was extremely poor, as we were left waiting all day for a technician who never showed up. The discounted rate for the first year did not transfer to our new house, resulting in us paying the full $99 for Internet [redacted] monthly. We faced issues when transitioning to the new house, with our old service being cancelled two days early. Despite being a long-time loyal customer, I have not been provided any compensation for these inconveniences. I have spoken to customer service and a supervisor, but they have stated that they cannot adjust the fees. I am requesting a credit of $65 plus late charges on the service fee due to the poor service received. I hope to resolve this matter before considering switching services to another company. Thank you.

Account # [redacted][redacted] I contacted billing before Hurricane Laura hit our city to request removing the DVR box rental fee since I own the box. The automated service now reflects a $0 balance, but my online account still shows the rental fee. I kindly request to have it removed to show no fees owed. Another issue is that our main power grid was destroyed in the hurricane, leaving us without power for 2 weeks with no restoration date. I can't locate a way in my account to request a credit for the hurricane-affected period. Customer service mentioned they couldn't process this credit request.

I have had issues with home security for the last 24-36 months. Despite calling multiple times, they promise to fix the problem but rarely show up or resolve the issue. I have been paying monthly for a service I am not receiving. I have requested to cancel but have been denied. I am very disappointed with the lack of service. Looking for a response within 48 hours. - Loreida F. H. [redacted] WestEndReda@[redacted].

I am still waiting for the new cable boxes and remotes I was promised after a contractor incorrectly stated I would receive used equipment. My husband spoke to someone higher up in the company who confirmed this was untrue and assured us new equipment would be sent. Despite being told the items would arrive on Sunday, no one showed up. Subsequent promises for Tuesday and then Friday were also not fulfilled. If the driver claimed we were not home on Sunday, the equipment should still be in their possession and could be delivered today. I am frustrated with the repeated misinformation and delays.

I had a service appointment scheduled today (9/10/[redacted]) between 11:00 a.m. and 2:00 p.m. The technician arrived at 12:30 p.m. but couldn't resolve the issue and mentioned he would submit a maintenance request. Later at about 4:30 p.m. today, I received a call notifying me of another appointment between 11:00 a.m. and 2:00 p.m. "tomorrow," which I presume refers to the current day. I mistakenly confirmed the appointment during the call even though I believe it's a system error. I don't understand why a second technician is scheduled after the first visit. I want to avoid being charged for a missed appointment as I didn't request another service visit. As of 9/10/[redacted], 4:46 p.m., I am currently on hold trying to reach someone at SuddenLink to address this billing concern before any charges are applied.

I am Dennis Anderson, and my service number is #[redacted]2. On 8/14, my phone service started, but it was not working. The technician arrived on 8/21 at 9 am instead of the scheduled 11 am. When he came into the house, I explained the issue with the phone. However, he only looked around the living room, did not touch the phone or cable box, and made a call in a language I didn't understand. He mentioned that the problem was with the provider, and it would be fixed within 2 hours, which didn't happen. The technician left after 15 minutes, giving me a work order I didn't sign, with initials that were not mine, and I wasn't informed about the $60 charge. When I contacted billing, they were unhelpful, only saying there was nothing they could do. I requested to speak with a supervisor, but haven't received a call back within 24 hours yet. I also mentioned paying $59 for installation, which was supposed to be free according to the internet, but the store denied that. Since my phone was not working upon installation, I believe the service fee should be waived.

Electrical power has been restored in Sulphur, LA, and the town is nearly fully operational. Despite this, there have been no Suddenlink trucks in sight working to bring back our services. Most telephone poles have been repaired or replaced, suggesting crews may be in the process of installing lines to restore service. I paid a late fee for September [redacted] when we had no service and no way to pay our bill. Now I've heard we need to request a credit, and Suddenlink may still charge us for services we can't receive because our neighborhood lacks the necessary lines. It's important to note that we endured the destructive Hurricane Laura on August 27, [redacted]. If I face any additional charges after settling my last bill, I'll escalate my concerns to my Senators, Representatives, the LA State Attorney General, and seek legal advice. I expect a credit for September [redacted] considering the circumstances. Looking forward to a prompt resolution. - J.R., Sulphur, LA [redacted]

As a VIP customer residing at [redacted] Bayou Rapides Road, Alexandria, LA, my name is Aaron B. I contacted your customer service the day before Hurricane Laura to report my phone, internet, and cable outage. Despite my neighbors having their services restored after the storm, I am still without them. Last Sunday, a supervisor assured me that everything would be back on within three days, but it has not happened. Despite numerous calls and informing cable trucks working nearby, no action has been taken. I have been a loyal customer for over 20 years and have always paid on time. Comparing this to my experience with DirecTV, where issues are promptly addressed, I am now uncertain about continuing with your services. I request an update on the situation and an explanation as to why I should remain a bundled customer without essential services. Aaron B.

For a few months, I had no phone service despite two technicians visiting my address at [redacted] Mountaineer Avenue, Midway, WV [redacted]. Even after their visits, my phone was still not working, and this issue persisted for about 4 to 6 months. The first technician attempted to reconnect the service, and the second assured me it would work, but it never did. I am seeking a refund for the months without phone service until a recent visit that fixed the issue. Additionally, I require a technician to come and install a 3rd cable line as previously discussed. I'm also interested in knowing the cost of expanding my basic cable service. Contacting Suddenlink has been challenging, and I would appreciate your prompt attention to these matters. Thank you.

Hello, my name is Tim Gard. I am reaching out regarding a billing issue with my account number [redacted]. I canceled my cable and internet services on 7/15/[redacted], and I have not had access to them since 7/10/[redacted] due to various problems. The company informed me that I would need to pay for internet service for the entire month after cancellation, which I disagree with. I am not willing to pay for a service I did not receive. I have been attempting to speak with a supervisor without success. Any assistance in resolving this matter would be greatly appreciated. I have been a loyal customer for over 15 years and may consider returning if this issue is handled fairly. My current bill stands at $[redacted].26 for services that were not rendered. Thank you.

I recently cancelled a tech visit with Suddenlink on 8-17-[redacted] for which they are charging me $60. However, on the same day, Suddenlink called me to confirm the cancellation. Despite this, the company claims there is no record of my cancellation. Unfortunately, the cancellation process is automated, and I have no proof of my call or the confirmation call I received. The billing department insists on verification for any adjustments to be made to my bill. My account number is #07[redacted]57-07-6 with an access code of [redacted].

To whom it may concern, I have been experiencing frequent internet slowdowns with Suddenlink for the past two months, particularly during the evening hours. This has severely impacted my ability to use the service effectively. Despite being unaware of any restrictions on my internet usage hours, I have noticed a pattern of throttling that renders my connection virtually unusable at crucial times. Given the current economic challenges, I rely on online platforms like eBay to supplement my income. Unfortunately, the recent throttling caused me to lose out on three critical bids, resulting in a significant financial loss. After researching the issue, I have come to understand that such practices may not only be unethical but possibly illegal as well. Before taking further action by filing a complaint with the FCC, I would appreciate an explanation as to why I am paying for full-time internet service but only receiving part-time functionality. Sincerely, Robert G. Schultejann

I ordered and paid for services with a scheduled installation between 5:00-6:00pm yesterday, but no technicians arrived. Despite assurances of a 30-minute heads-up call, no one showed up, and customer service is unreachable. If I don't hear back today, I want a full refund and to cancel all services immediately. The lack of support is unacceptable, especially when the sales rep claimed no free installation was available, which was contradicted on the website promising free installation for new customers in my area.

Dear Sir/Madam, I paid my bill this morning, but I am very displeased with the service I've received. Going 29 days without internet, telephone, and television is unacceptable. I am considering switching to another company if this issue persists. I do not believe I should be charged for the upcoming payment due to the lack of service. Charging me for making a payment on a borrowed phone was unfair as well. It is wrong to expect payment for services that were not provided. I typically use the internet to pay my bill, so this situation has been frustrating. I recently filed for credit on this account, and I hope that will be taken into consideration. Suddenlink needs to improve their repair response time and should not charge customers for periods without service. Better communication with customers regarding these situations is essential. Sincerely, [Initials]

I need assistance with burying my cable. After my cable was damaged, I scheduled an appointment for Sunday, but they were a no-show. When I called for help, the representative was unhelpful. Despite several calls throughout the day, I was only told to wait. On Monday, a technician came and temporarily fixed the cable, promising to schedule a bury team. However, when I called to confirm the appointment, it had not been arranged. After multiple frustrating interactions with supervisors, no clear resolution was presented, causing me undue stress and health issues. I have further upcoming appointments with uncertainty about their purpose, feeling disrespected, ignored, and mistreated throughout this process. I am seeking a prompt and satisfactory resolution to this matter.

I have been a Suddenlink cable and internet customer for around 2 1/2 years. Despite initially paying online, I faced issues accessing my account when I moved apartments. Subsequently, I switched to receiving paper bills for a $1 monthly fee. I transitioned to paying by check from June, which was successful for June and July. However, after mailing my August payment of $[redacted].72 on August 4, [redacted], my September bill displayed a $[redacted].72 past due amount. Although my bank confirmed the check cleared on September 12, Suddenlink claimed they never received it. Despite contacting Suddenlink multiple times and providing evidence of the cleared check, they have not resolved the issue. I refuse to repay the $[redacted].72. I am frustrated by Suddenlink's lack of cooperation and need assistance in resolving this matter. Thank you.

I am experiencing difficulty with a customer service/account matter with Suddenlink. I have had a personal account for over 20 years and recently transferred my Suddenlink email to my parents' account as I moved in to care for them. Unfortunately, both of my parents have passed away, and I need to transfer the account into my name. I have been instructed to provide death certificates at a local store, but I do not have one nearby. I am looking to close this account, retain my original email address, and open a new account in my name. I have had no success in resolving this complex situation. The nearest store is located in Abilene, Texas, but I am unable to contact them as no local phone number is available. I need assistance in ensuring that my issue can be addressed if I make the 3-hour trip to that store.