SuddenLink Customer Service Issues

After canceling our service with SuddenLink, we promptly followed the return instructions provided for the equipment. We carefully packaged it and delivered it to our local Dollar General Store, where an employee scanned it. Despite our request for a receipt, we were told none was provided. Now, we have received a bill for $[redacted] claiming the equipment was not returned. We kindly request assistance in resolving this issue as we have already returned the equipment and should not be charged for its non-return. Thank you, Judi C.

I have been without internet for at least five days, with slow upload speed and difficulties reconnecting after resetting the modem. I pay for fast service and expect to receive what I am paying for. The ongoing issues in the area need to be addressed promptly. Additionally, I was wrongly charged for a service call due to a miscommunication about 5G service. I believe it is fair to either reduce the cost of my service or compensate me for the downtime I have experienced. I request a refund for one month of service to address these ongoing problems effectively.

I have an investment property in Willis, TX. For the convenience of potential buyers, I set up Suddenlink WIFI in November [redacted]. After selling the house, I called on 2/12/21 to cancel the service. The representative suggested transferring it to the new owner, but the buyer declined. When I called back on 2/22/21 to cancel, the supervisor stated my billing ended on 2/21/21 and refused a refund for the full month. I believe one day over should not require a full month's payment. The situation took place at [redacted] Carmel Dr., Willis, TX [redacted]. You can reach me at [redacted] or via email at [redacted] Thank you for your understanding.

Subject: Inquiry About Recent Monthly Charges Increase During Seasonal Hold Period I am seeking clarification regarding the sudden increase in monthly charges during the current Seasonal Hold period that commenced in October-November [redacted]. The current monthly charges for the Seasonal Hold amount to $45.35, a significant rise from the previous $35.79. This rise is apparently linked to an unexplained drop in the credit applied to the monthly TV service, reducing from $33.00 to $5.00. Despite my efforts, I could not locate any information regarding SuddenLink's Seasonal Hold policy on the website. Upon contacting customer service twice to understand the abrupt $28.00 decrease in the credit for TV services during this Seasonal Hold, representatives were unable to offer a satisfactory explanation. The initial representative speculated that a voucher or rebate may have expired, but I did not possess any such benefit. Noting this unprecedented increase, considering my long-term patronage of over a decade with SuddenLink, I am concerned and would appreciate a detailed review of the Seasonal Hold policy along with a transparent breakdown of charges and calculation methods. I aim to ensure the most economical monthly rates when SuddenLink services are inactive at our vacation residence. Warm regards, Eina D. Davis, CA

I have been experiencing ongoing issues with my SuddenLink internet connection for the past 2 to 3 months. The speed and connectivity have been progressively deteriorating, with the connection being more down than up. Despite being on the basic + [redacted] plan, which should provide [redacted] Mbps, I am now only receiving around [redacted]-[redacted] Mbps download and 30-40 Mbps upload speeds. I have tried reaching out to local support without success, and the [redacted] numbers have been unhelpful. I depend on the internet for my phone as I do not have land-line service. I have confirmed that my equipment is functioning correctly, as I have tested it with different devices. The issue seems to lie with SuddenLink (now Altice). I am at a loss for what steps to take next. Any advice would be greatly appreciated.

I dialed [redacted] to sign up for phone and internet services. When Patrick, the representative, answered, I expressed my interest in their services. However, he requested extensive personal details, including my credit card information and email address. He mentioned a monthly cost of $28.95 for prescription, despite my repeated requests for the intended services. The reference number provided was [redacted]48, but I later discovered it was for Medical Alert services, not what I desired. I urgently need all charges associated with this call canceled. After verifying the correct number, I contacted the company to restore our phone and internet services following an outage. Fortunately, they confirmed that everything is now functioning correctly. I must ensure that any details shared with the Medical Alert Department, such as credit card numbers and unwanted orders, are canceled promptly. Despite reiterating my need for phone and internet services, Patrick indicated they would email the discussed information, which is not what I requested. Name: Suzanna B. Email: [redacted] Your prompt attention is appreciated.

For the past two weeks, I've been attempting to access my Suddenlink Wi-Fi account online without success. Despite entering the correct username and password, the authentication process continually fails with a message prompting me to try again later. Access to my online account is crucial for viewing and managing my bills, adjusting settings, and tracking due dates. If this issue persists, I may consider discontinuing my service with Suddenlink.

Since 4:00 PM on Monday, 3/8/21, our landline, internet, and cable services have been out of order. Despite making four calls, I received varying explanations each time with promises of restoration by yesterday which did not happen. My work from home is in jeopardy, and being informed that the repair will only happen on Monday 3/15, a whole week later, is causing distress. This ongoing issue is unprecedented in my experience with any service provider. I urgently seek clarity on when this disruption will be resolved. Thank you, Louwanne T. [redacted]

I have been attempting to transfer my number [redacted] to CenturyLink. After the last conversation, where I was informed it was processing, I received an email from CenturyLink today regarding the issue. Here is the latest communication from them: "Hey Lisa, I have contacted the winback department regarding your number transfer. I am currently waiting for updates on when this process will be completed. I will reach out to you as soon as I receive a response from them. Thank you, -Karen" I am still facing the problem of the number being unusable for several months. Any assistance in resolving this matter would be greatly appreciated.

On March 9, [redacted], I had a service appointment with Suddenlink to relocate my WiFi from the den to the living room due to connection issues. The technician, Chris, replaced the outdated equipment and assured me that it would fix the problem. However, I recently received a bill with an unexpected rate increase. After contacting customer service and explaining my situation as a widow on a reduced income, they mentioned lowering the bill, but last month's bill remained high. Additionally, I was charged an $80 relocation fee for a service that was not actually relocated. Despite leaving messages for Chris to resolve the charge, my attempts were unsuccessful. Today, I visited the Suddenlink office in Branson, MO, to address the billing issue and the unhelpful customer service experiences. I expressed my frustration, especially with the lack of assistance in obtaining a discounted package or information about military and senior discounts. I am seeking assistance in resolving these billing discrepancies and accessing potential discounts.

I recently noticed a $7.99 on Demand charge on my bill for a wrestling pay per view that I did not order. Despite explaining this to multiple Suddenlink agents, they have been insisting that I must have placed the order as the charge came from my TV. As a 72-year-old who has had Suddenlink services for years and lives alone, I can assure you that I did not order this pay per view. I have encountered unhelpful agents who have accused me of lying and being forgetful. One representative even refused to take my payment without adding a $10 fee for assistance, despite not resolving my issue. My name is Sherry Sifford, and I can be reached at [redacted]. I am hoping for your assistance in resolving this matter promptly.

I submitted a request at the end of March to delete my deceased husband's email, ([redacted]). However, on April 1, [redacted], I found that both my email, ([redacted]), and my son's ([redacted]) had been deleted while Charles's remained. I called on April 2, [redacted], to have Charles's email removed and ours reinstated. Following this, I made subsequent calls on April 3, 4, and 5, as the issue persisted. Tracy suggested reaching out via live chat for a speedier resolution, noting that my other non-Suddenlink accounts are functioning correctly, as are my TV, VOIP phone, and wifi services. However, the email problem remains unresolved after five days. Regards, Lynn Lorenson

Hello Tina, I'm Danny Skinner, and I have a few questions that I hope you can assist me with. I've had some trouble getting answers from customer service, so I am reaching out here. Moving forward, please use my email [redacted] for communication. 1) Can you clarify why I have two internet charges under "Bundled Add'l Svcs & Equip" for $45 and $89 each? 2) What is the $5 "Internet Allowance" charge listed under Add'l Svcs & Equip? 3) I noticed a delay in a charge for an international phone call made in Feb 21 appearing on my bill from 4/12/21-05/11/21. Why the delay? 4) The charge for the international call seems high at $52.70 for [redacted].53 minutes, not aligning with the expected rate of $0.26 per minute for International Direct Dialed calls. Can you clarify this? 5) There is a figure of 0.31 under the RATE/TIME column in my online account details. Could you explain what this represents? 6) Lastly, I was informed that a $35 promotion expired in Mar 21 but would restart soon. Will I receive this credit again? Thank you for your help. Best regards, Danny

Two days ago, my account was upgraded by a SuddenLink technician who installed a new cable modem. Ever since the upgrade, I have been unable to access SuddenLink to activate my cable TV channels for live streaming on Roku. This feature was working fine before the upgrade. During the installation of the new modem, my old wireless router had the network address [redacted].[redacted].1.1, but it now seems to be 10.0.0.1. I am looking for an easy way to connect the upgraded modem to the existing network so I can watch the live streaming channels on Roku that I have already paid for through SuddenLink TV. I need online assistance as I am deaf and unable to use the phone for chat or texting. I believe with real-time written instructions, I can resolve this issue with the setup on my desktop. Just to reiterate, I cannot use the phone for communication.

I am writing on behalf of the Geauga County Engineers Office in Northeastern Ohio regarding an unauthorized communication line installation near Bell Rd. in Newbury, Ohio [redacted]. Any underground utilities in our right of way require approval through our office, and this installation was not approved. We were not contacted about this work, making it illegal and requiring attention. No new underground installations will be permitted in Geauga County until this matter is resolved.

A week ago, I received a box from Suddenlink containing an ARIES Model TM822G device for internet service that I did not request. When I called on May 12, [redacted], Mr. Davion informed me about additional charges that would be added to my bill if I were to keep the internet service. Despite the way it was advertised, it is not actually free. I also inquired about the steady increase in my bill and the lack of any promotional offers as promised. I am now seeking a return label to send back the device, with reassurances that there will be no cost to me as discussed. The device details are as follows: PIN: TM02DHD822, SN: G35BRE9o2o1492, CMAC: ACECBOEBBDCD, and MTAMAC: ACEC8OEBBCE.

I opened a new account in March and had a technician set up a new line at my house for internet, phone, and TV. However, he couldn't connect to my TV, leaving me without TV service and phone service. Despite having a new modem and no issues with equipment, my bill inaccurately includes charges for TV and phone. After speaking with two level 2 managers who initially agreed to adjust the bill, it still shows charges for all three services. The customer service experience has been frustrating, with long waits and complex automated menus. I've been promised resolution twice but have not seen any changes in my bill. I urgently need this matter rectified as my autopay continues to take funds.

After securing a plan for our new house, we waited weeks for the installation. Upon arrival, the technician mentioned the existing line wasn't up to code and couldn't be used, necessitating a quote for new lines. Subsequently, we waited longer than promised for the quote and were told it was valid for 90 days, yet our account was unexpectedly deleted after just 40 days without explanation. Despite requests for reinstatement and compensation for the inconvenience and stress endured, our account remains unresolved and we seek a resolution promptly.

I spoke with a representative from Suddenlink customer service who informed me that I need to pay $[redacted].14 for last month, the same amount for this month, and then $[redacted].00 for the following six months. Despite this agreement, my bill this month remains unchanged. On top of that, I've been experiencing poor internet service and my living room TV has been glitching for months, which is unacceptable. I believe I should only have to pay $[redacted].00 as agreed. After a 30-minute conversation with the representative, I am frustrated with this situation and feel that it needs to be rectified. I have been a loyal customer of Suddenlink for many years and expect better service.

Subject: Regarding Account number 07[redacted]75 02 5 To whom it may concern, My experience began on 10/16/20 when I inquired about my account balance. Ricardo informed me it was $25.36. Later, on 12/4/20, I contacted the virtual assistant, Miguel, to cancel my cable service, resulting in a $28.00 monthly bill. However, on 1/26/21, I was charged $29.57. After multiple calls, my 2/26/21 bill spiked to $[redacted].49, escalating to $[redacted].90 on 3/26/21, then to $[redacted].50 on 4/26/21. Despite assurances of corrections and refunds, my latest bill for 5/22/21 states a balance of $[redacted].79 due to overages. As a loyal customer of over 20 years, these recurring issues are disheartening. Unable to afford continual increases, I had to cancel my cable. This unforeseen amount is daunting and seems unjust. I fear this cycle of mounting bills will persist, adding late fees. Previously an advocate of your service, my trust has waned. Sincerely, LM