SuddenLink Customer Service Issues

I am Greg Goodfellow, the General Manager of ClassicWJEG.com. We offer a 24/7 lineup of diverse programming, including oldies on weekdays, bluegrass on Saturdays, and faith programming on Sundays. Each hour features a show host who educates about the music. I am interested in learning about the process that Suddenlink would follow to place ClassicWJEG.com on public-access-type channels across different systems. Please contact me at [redacted]. Thank you for your attention to our request. Best regards, Greg Goodfellow General Manager of ClassicWJEG.com

I have encountered an issue with Suddenlink charging me for phone, cable, and internet services despite my home being rendered unlivable by hurricanes Laura and Delta. As a caregiver for my mom and daughter, managing these charges is just one of my responsibilities. Even though there are no functioning devices at the property, I've been billed continuously since the storms hit. I first reached out to Suddenlink during my evacuation in September [redacted] and have followed up every 2-4 months since then. Despite my efforts, I have now been handed over to a collections agency. I do not reside in the damaged home and seek to have these erroneous charges cleared, as well as ensure my credit score remains unaffected by this situation that I have diligently attempted to address.

I am an authorized user on my mother's recently deceased Suddenlink account. After switching to AT&T, I attempted to port her landline number over but was informed of an outstanding bill in her name hindering the process. As a non-primary individual on the account, I find it unjust to be expected to settle charges for services that should have ended two months before her passing. The number, held for 60 years, is now inaccessible due to a $[redacted] bill for services continued posthumously. I am prepared to cover the September charges but no further, having previously submitted her death certificate in September before transitioning to AT&T in October. I intend to report this issue to the FCC since holding the number under these circumstances seems unlawful.

I have been experiencing ongoing issues with my internet modem for the past six months, causing frequent reboots that disrupt my internet and phone services. The problem was recently resolved two weeks ago after multiple attempts. The constant reboots made it impossible to make or receive phone calls, leading to significant issues, including a failed attempt to reach me during a family emergency. Despite numerous technician visits, the problem persisted, and I am disappointed that I have not received any compensation for the six months of poor service. I contacted customer service to inquire about a credit but was informed that adjustments are only made for outages exceeding 24 hours, which was not communicated to me previously. I am not seeking a full refund but believe some form of compensation is warranted for the inconvenience caused. Please clarify your policies regarding customer compensation for service disruptions. Thank you, Jeff B. [redacted] [redacted] Carey Road Kinston, NC [redacted] Phone: [redacted] Cell: [redacted]

Lately, we have been experiencing issues with our internet connection. During the day, it functions properly, but in the evenings while streaming TV, we face constant buffering. Yesterday, the internet completely went down. Even though our wifi router seemed to be working since devices could connect to it, we received a message indicating no internet signal. In an attempt to troubleshoot, I rebooted the wifi/router before contacting customer support. I was informed that there were no reported outages in our area, and after following the customer support person's instructions, the issue persisted. I was then advised to reach out to the router company, as the signal could not be sent to the router. Surprisingly, this morning the internet is back to functioning without any hitches, as it typically does. The inconsistency in performance, especially during evenings, is quite puzzling.

Hello, this is from Malcolm Oakes. Account Number: 07[redacted]54-02-4 Or you can reach me at [redacted] Dear Customer Service, I encountered a problem with my account when Suddenlink disconnected my internet service unfairly in my opinion. I use bill pay through USPS mail, which can be slow, leading to a late charge that I believe was unjust. When I tried to dispute this, my internet got disconnected for 3 weeks, as it seems they forgot about my case. I believe I should receive a credit for the time my service was disrupted. As of today, 12/7, my internet has only been reconnected for 2 days, and I'm unsure about the correct billing to bring my account up to date. For simplicity, please email me the current balance at [redacted] If I need to call, please provide a number with minimal wait time. To assist with the calculation, on 12/5, I was charged $[redacted].03 to restore my internet, but when I checked my bank, I saw that only $[redacted].03 was debited, contrary to what was mentioned during the call. I conduct my business both online and over the phone and have faced losses due to the inappropriate service cutoff and extended disconnection period by Suddenlink. I appreciate your help and can also be contacted at [redacted] or through text. A follow-up letter would also be appreciated at 4 Sanchez Cove, Hot Springs Village, AR [redacted]. Please advise if potential delays in my bill pay could lead to similar issues. Thank you.

Tonight, my new neighbor two doors west of me had their cable installed at [redacted] Monterey Street, St. Joseph, MO [redacted]. Our alley/easement begins on 35th Street between Monterey and Duncan. It is clearly marked as a dead end, and there is no outlet. However, the contractor from Cable Gain, after installing the cable, entered my property instead of backing out through the alley. This behavior is unacceptable, as he had no reason to be on my premises. As a former TCS Communications and Comcast supervisor, I understand easement rights, and his actions were inappropriate. Additionally, the technician's unprofessionalism was evident as he used profanity loudly, despite children living nearby. I have video evidence of the technician driving through my property and onto my driveway.

I've been a loyal customer of Suddenlink in Lubbock, TX, since they first arrived, but recently, I've been experiencing frustrating disruptions. Despite having new equipment just three days ago and paying full price for their services, my connection is consistently shut off around 9:30 PM CST and only reinstated by 11:00 AM the following day. I'm Elizabeth B., and my account is linked to the phone number [redacted]. I would appreciate any assistance with this matter.

Please refer to the original confirmation email from Suddenlink dated 21/11/[redacted] regarding your recent order for internet, cable, and phone services at [redacted] Foxchase in Heber Springs, AR [redacted]. Your plans were arranged according to the initial confirmation (# [redacted]) for internet installation on 12/23/[redacted]. However, a new email from Suddenlink today states that the installation is rescheduled to 12/27/[redacted]. Despite speaking with two Suddenlink representatives who couldn't locate Order Confirmation Number [redacted]2 in their system, we trust that Suddenlink will uphold their commitment to install the internet on the original date of 12/23/[redacted]. It is crucial for those coming from out of state to have the promised connection for remote work. Thank you.

For the past two months, I've been trying to resolve an issue with my Suddenlink bill. In November, I spoke with John for over an hour. His supervisor assured me the charges would be removed, and an investigation would be initiated to address potential line tapping. Following their advice, I paid the bill without the disputed charge. However, in December, the charge reappeared along with a late fee. Brian and Leonard promised to look into the matter, with a ticket control number [redacted] assigned. The process now involves retrieving the recording of my call with John, confirming the payment instruction, and eliminating the charge. Despite paying $70 beyond the required amount, my Internet service has been disconnected due to nonpayment. Contacting a live representative at Suddenlink seems impossible, leaving this issue unresolved. As an elderly and disabled individual, I depend on these services and need this matter resolved promptly.

Hello, my name is Paula. I have been trying to reach your Customer Service for help with putting my phone and internet on seasonal hold since November 1st. I have called five times and spent over three hours on the phone, but the issue still persists. Despite having paid for the November service, I am still receiving bills and believe I should have a credit. I would appreciate it if you could investigate and resolve this matter. I have also lodged a complaint with the FCC, but have not received any response from Suddenlink.

I have been striving to access federal aid to assist with my internet expenses. While waiting for approval for the EBB, I have fallen further behind on my bill. Today, I was finally notified that I have been approved by the USAC. However, a Suddenlink chat agent informed me that my federal EBB could not be accepted as my account has been deactivated, even though I paid $75 a couple of weeks ago. I am feeling overwhelmed and disheartened. Is there any way to resolve this issue? My classes resume on the 3rd, and I am a full-time online student.

Hello, I'm Randy White, and my account number is [redacted]. I reside at [redacted] Southfork Dr, Ozark, MO [redacted]. Since the installation of my current service on Apr 1, [redacted], I have consistently been billed $5.00 monthly for Showtime and The Movie Channel (channels [redacted] and [redacted]). Regrettably, I have never been able to access these channels as they were never activated. In addition to this issue, I am unable to access video on demand features or enjoy the free HBO weekend offer when it is available. Upon checking, the system indicates that I am not subscribed to these services and prompts me to contact my service provider. Despite reaching out to tech support on numerous occasions and following their instructions, the problems remain unresolved. Unfortunately, the technicians have been unable to activate the missing channels remotely or fix the ongoing issues. As per my service package, I should have access to SyFy ([redacted]) and Oxygen ([redacted]) channels, which do not appear available based on my statements. I am disappointed by the lack of efficient customer service and technical support from the company, especially considering the prolonged unresolved issues I have been experiencing. Sincerely, Randy White

I did not receive a bill in November and received a doubled bill in December. Contacted Suddenlink on 12/14, assured payment of $[redacted].62 was on the way to avoid service interruption on 12/17. Despite the assurance, service was cut. Visited a Suddenlink store on 12/21 for help, but received none. Requested an extension, but service was cut again on 12/28, outstanding payment not posted after 3 weeks. Received a January bill for $[redacted] despite no service since 12/28. Unable to reach anyone due to suspension directing to a payment module. My repeated attempts to resolve this billing issue caused by Suddenlink's mistake have been ignored. I will not pay until this is resolved. If not contacted by 1/7/22, I will return the equipment. Suddenlink's billing error has led to frustrating customer service and incorrect charges. Requesting prompt resolution and communication from billing.

Our internet continues to have unpredictable connectivity issues throughout the day. We have been loyal Suddenlink customers for years, utilizing their internet, tv, and home phone services. Despite paying $[redacted].21 monthly, the unreliable internet is prompting us to explore other providers. Despite purchasing new modems, the connectivity problems persist, affecting device usage like printing and causing disruptions to our tv services. Although our home phone is rarely used, we still rely on it. Past suggestions for new lines by a service technician were never implemented, similar to the experiences of our neighbors. The recent closure of the local Suddenlink office in Plainview has only exacerbated the situation, leaving us feeling increasingly frustrated. We are hopeful for a resolution to these ongoing issues. Thank you for any assistance you can provide. -John & Carolyn Ross

I received a new phone on 12/31/[redacted], but the original Apple box was unsealed. The company provided a FedEx label for the return. It has been acknowledged by several reps that the package was received on the same day. Despite this, after contacting reps through various channels, including phone, chat, and Facebook, I was informed that it would take a month for the return to be recognized in their system. As a result, I am unable to order a new phone until then. The company is treating this as a return due to a change of mind, when in fact, I wanted to exchange the unsealed phone for a new Apple iPhone 13 Pro Max in a sealed box as originally intended. I am being billed the monthly amount for the new phone despite the situation, and I feel I shouldn't be penalized for their error. I even offered to pay for a new phone upfront and then wait for a refund on the first phone, however, this option was not allowed.

I am disappointed that my appointment date has been rescheduled to 02-03-[redacted]. I originally scheduled an appointment for repair on 01-12-[redacted]. The crew was initially set to arrive on 01-28-[redacted], a delay of 16 days. When they didn't arrive, I was informed they were rescheduled for 01-29-[redacted], a delay of 17 days. After not showing up, I was informed of a new date: 02-03-[redacted] between 11 AM-2 PM, which makes it a 22-day delay from my original request. The crew will need a bucket truck, a 16 ft. extension ladder, and other tools for the repairs. I hope this appointment will be kept without further delays or issues.

Account Number: 07[redacted]00-01-0 Our internet service has not been working since before December 8th. Despite multiple technicians visiting, the issue persists. We have called numerous times about this ongoing problem, and we were credited $89 for the service disruption but still canceled due to the unresolved issue. It is unfair to be charged for a service we have not been able to use. Andrea from billing issued the credit, and her supervisor approved it. Elvis also confirmed the credit, yet we still see it marked as "past due" on our recent bill, leading to a threat of service cancellation. Please ensure the $89 credit is correctly applied permanently. I refuse to pay for an unavailable service and do not wish to continue following up on this matter. Regrettably, I am considering canceling our suddenlink service due to this unacceptable situation.

Subject: Urgent Issue with Internet, Phone, and TV Service I am reaching out on behalf of my 93-year-old mother, Kate B., who has been without internet, phone, and TV service since December 27, [redacted] due to a cable issue caused by a winter storm. Despite contacting Suddenlink customer service over 10 times, the problem persists. The cable from the house to the pole is still disconnected, and although a technician took pictures and scheduled repairs, nobody has shown up to fix it. My requests to speak with supervisors have gone unanswered, and the promised callbacks have not materialized. I am deeply concerned about the lack of service for over 50 days while my mother continues to be charged. Suddenlink, please address this urgent matter promptly. You can reach me at [redacted] to provide updates and resolve this issue. Thank you for your attention to this critical situation. - Katy B.

I had cable service for 12 years, but after the company encrypted the channels, they provided a box for my TV. However, I only received about 12 channels. Despite contacting them and having three technicians visit, I was unaware of the charges for the service visits. On the third visit, the technician mentioned I needed to pay an additional $5 to expand my cable service, which I agreed to. To my surprise, I received a bill for $[redacted].00, and when I tried to dispute the charges and speak with a supervisor, I was unable to do so. Frustrated, I chose not to pay, leading to disconnection. Now, over a month later, I received a bill for $[redacted].21 despite being disconnected. This situation is unfair, and I am considering taking legal action against them for overcharging me.