SuddenLink Customer Service Issues

I recently set up a new Internet modem, the NetGear CM500V. The internet part was provisioned successfully by your support team, but they couldn't get the phone to work. This issue also occurred a month ago with a different modem. NetGear confirmed the new modem is fine. Today, I discovered the voice has a separate MAC address called MTA MAC. Tech support couldn't assist with this. The CM MAC address is cc40d0242d28 and the MTA MAC is cc40d0242d29. My name is Bob C., and you can reach me at [redacted]. I live at [redacted] Pine Cove Rd, New Bern, NC [redacted]. I hope you can fix my phone connection. Thanks. I was informed by tech support that my case has been escalated to a higher level, and I should have my phone working in two business days (expected by 2/21).

I recently signed up for the ACP (Accessible Connectivity Program) and completed all the steps smoothly until the final stage. I was instructed to call another number, but after being on hold for hours, I was only able to speak briefly before getting a busy signal. This delayed important calls, causing frustration. Attempts to contact Suddenlink through chat and emails failed. Finally reaching an operator by phone, I was informed the process was complete pending confirmation. Despite receiving a code online, I felt unsure due to lack of email confirmation and vague communication from the operator. This experience has been troubling, and I am uncertain about the status of my application. I will seek further clarification from my nurse. Any guidance or insights on what to expect would be greatly appreciated. Thank you, Brad

I recently signed up for the ACP (Accessible Connectivity Program) and completed all the steps successfully until the final stage. However, during the process, I encountered some challenges. Despite waiting on hold for hours after being given a new number to call, I only received a brief response followed by a busy signal. I attempted to reach Suddenlink through their disabled chat and two unsuccessful customer service emails. After finally speaking with a phone operator, there was uncertainty regarding the completion of my application, which left me feeling uneasy. The lack of clarity in communication has caused me frustration and confusion. I plan to seek further advice and clarification from my nurse as I navigate this situation filled with uncertainties. I am hoping for a clear confirmation from Suddenlink regarding the status of my application and what steps, if any, still need to be taken in order to resolve this matter effectively. Clarity and improved communication on their part would greatly help in addressing these concerns promptly. Thank you, Brad

Subject: Considering Switching TV Services Hello, We are B and J from Orofino, ID, and we are contemplating a switch in our TV service due to ongoing issues with our current provider for the past 3 years, especially since November [redacted]. We want to ensure a straightforward transition with no hidden terms or surprises. Could you provide information on installation timelines, equipment setup explanation, and confirm if you offer senior or retired military discounts? We prefer manual payments and paperless billing. Also, we maintain detailed documentation of our interactions for clarity. Please clarify payment methods, channel/package customization, and the ability to modify services. Thank you, K and M Jackson Selected Plan: Monthly Charges: $[redacted].98 - Internet 15 and Select TV: $[redacted].99 - Modem: $10.00 - Auto Pay and Paperless Billing Discount: $5.00 - High Definition DVR: $0.00 - Family Package: $0.00 - Movie Package: $0.00 - Starz and Starz Encore: $9.99 One-Time Charges: $0.00 Free TV Installation: $0.00 Total Monthly Charges: $[redacted].98

My TV service has been down since last Sunday evening. A technician came on Thursday and Friday to work on it, installing a new DVR that did not connect to my TVs. It was suggested to reset remotely, but no one showed up after promising a Saturday appointment. I was then told the next available slot was on Tuesday, which I found unacceptable. After insisting, a visit was arranged for today. However, the appointment on the system was still marked for Tuesday. I demanded the job be completed by Monday at the latest. I am eager for a call back from a local representative promptly.

Dear Sir or Madam, I have been attempting to resolve a billing issue for a few months now. Each time I speak with a call representative, we get disconnected, and I never receive a callback. The problem stems from the fact that when I started my service in May or June of [redacted], I signed up for 1-gig internet. I discovered in December of [redacted] from a Suddenlink technician that I had the incorrect modem/router, which only supported up to [redacted] megabits. After receiving the correct equipment in January or February of [redacted], I contacted the call center and spoke with Mrs. Niesha (Employee ID: [redacted]). Mrs. Niesha mentioned she couldn't track back that far to verify when I upgraded to 1-gig service. I suspect I have been paying for 1-gig without receiving the correct speed for over a year and a half. Mrs. Niesha disputed this, stating: 1. The company wouldn't provide the wrong equipment. 2. The equipment I have, the cable box/Altice One box, is not compatible with 1-gig service. I am determined to uncover the truth regarding this matter. I am seeking clarification on whether I am entitled to a refund or if the originally installed equipment was appropriate. Respectfully, Travis T.

I recently received an email notifying me of my Suddenlink bill for account number *****_****37-02 totaling $86.58. However, I do not have any record of this account and my services are all billed under a bulk master account to Manor Park with reference number #07[redacted]76-01 where I currently reside. Unfortunately, I am unable to access the statement as I do not have a username or password. I am confused about the origin of this bill as the only bill I pay is for my Optimum mobile service, which is charged to my credit card. Upon checking with the Suddenlink automated service, it confirmed that I have a zero balance. I need assistance resolving this matter as I am certain that I do not owe anything to Suddenlink. Thank you.

I subscribed to the special offer for $36 for 1 gig Internet at the end of December [redacted] for my new address at [redacted] Sagewood Court, Winterville, NC [redacted]. My bill included basic cable, a streaming box, and a $[redacted] gift certificate that isn't working. Recently, I noticed an increase in my bill without any prior notification. I have faced continuous issues with Suddenlink, including frequent internet disconnections leading to the necessity of modem reboots. I intended to enhance my TV services, but now I have doubts about their reliability. Unfortunately, I'm unable to log into my account as it keeps showing my previous address and my late husband's name. I've dedicated considerable time contacting Suddenlink for support without a satisfactory resolution. I urgently need assistance to rectify these issues before I temporarily relocate while waiting for Metronet to become available in my area. Your prompt attention to resolving these matters affecting my TV and internet services would be greatly appreciated. Thank you.

I am facing an issue with my account regarding payments made for May [redacted]. On May 2nd, I paid $55.40, and on May 13th, I paid $57.00. My bank has confirmed these payments to Suddenlink. However, despite these payments, my account is scheduled for disconnection tomorrow, June 16th. I believe I should not have to pay an additional $55.70 as I am not past due. I have been unable to reach a customer service representative as all the numbers I have tried do not connect me to an agent. I suspect this is due to them thinking I am past due on my payments. I am left with no options and am seeking assistance. I would like to be treated better and escalate this matter to a supervisor. I have a new phone number, which is [redacted], as my previous one has changed. I have proof of payment from my bank and am willing to provide it if necessary. I do not want to make another payment under these circumstances, as the amount should be credited back to me by Suddenlink.

I have been trying to get the cable from the power pole to my house fixed since January. Initially, Suddenlink offered to upgrade my internet from dial-up to broadband for free due to the issue, but the cable is still hanging without being connected. Despite multiple technician appointments every few weeks, the problem persists. Each time a technician comes, they reassure me everything is fine, but nothing changes. I even resorted to temporarily connecting my modem to the power pole with an ethernet cable, until a tornado damaged the pole. I have been without proper internet service as Suddenlink has not completed the connection to my house, leaving me frustrated after months of trying to resolve this issue. The constant appointments and lack of service have led me to stop paying my bill, as I feel I deserve compensation for essentially performing the tasks their technicians have failed to do.

Since my new installation last Wednesday, I’ve encountered issues with my router connecting to the Altice extender beyond 10 feet. Additionally, I have been unable to access the router’s admin page to make necessary changes. Despite following various troubleshooting steps and spending two hours with a tech on chat, none of the suggested solutions have worked. Even after attempting procedures provided by Suddenlink, none of them resolved the issue. I have tried other apps that claim to access the router’s admin page, but none have been successful. My request is for a new router as the current one is not meeting my needs.

I am following up once more regarding my service fees. I canceled my television service in January [redacted]. It is now June [redacted], and I am still being billed for television service that I no longer use. I am very frustrated and demand a complete refund for all these erroneous charges. If you cannot rectify this matter, I request the contact information for corporate. I am prepared to seek legal assistance to resolve this issue.

I contacted the Kingman Az office to schedule an installation, but encountered issues with the tech who came out. They mistakenly input the wrong number for my modem, preventing me from getting connected. After requesting another technician, it was discovered that the modem number in Sudden Link's system was incorrect and that my modem was not compatible. I opted to rent a Sudden Link modem, which was installed, but I still faced connection problems. Despite returning the modem on Wednesday, June 15, [redacted], Sudden Link is billing me for a month's service that I did not use. They have also terminated my service, which I do not mind as I will not be using Sudden Link in the future. I have been dealing with this cancellation and billing issue for a month now, but each time I reach out, I feel as though I am being disregarded by their staff. I am willing to pay for any labor fees incurred during this process but refuse to pay for a service I did not receive. Thank you, Gerald M.

I have already paid my current bill in full and have requested to disconnect my Suddenlink services. Despite being offered a better deal by another company, due to infrastructure issues at my location, the switch fell through. I tried to contact Suddenlink's "customer loyalty" number, but it did not work properly. I am requesting to only reconnect the same internet service I had before my requested disconnect date of July 5th, [redacted], not the Optimum service. I am not willing to pay any additional fees or charges that Suddenlink claims I owe. I am only interested in having my internet service reinstated. Thank you for your attention.

I was charged for account number 07[redacted]71-03-7 after only having the account for 12 hours. I returned all the equipment due to a poorly done installation where the line in my kitchen was not active for a phone, and there were lines running across my front room floor. Additionally, the install in the bedroom was messy. I returned everything the next day and was initially told nothing was due. However, two months later, I received another bill for $[redacted].46. After speaking with a supervisor who said she removed the charge, I thought the issue was resolved. But now, three months later, I received a collection notice from an agency in Texas threatening my credit report. I need this issue resolved immediately, or I will have to seek legal advice.

As a new customer, I have scheduled two tech appointments for service initiation and equipment setup. Unfortunately, I haven't received any information about these appointments. Despite having an active account, I can't access it because I never received a PIN. I'm now on my third appointment but cannot log in to check the details. This experience is frustrating, and considering switching to just using smart TVs with Netflix and Hulu. Despite verifying my identity, service address, and other details, I'm unable to obtain a PIN from customer service reps. It's frustrating and confusing.

I was charged a $10.00 late fee on my June bill even though I paid by check a day early on the 16th of June. This payment was dropped off at the Suddenlink office in Conroe, TX. Normally, I pay by check on the 17th of every month using the drop box and have never been charged a late fee before. Despite emailing Suddenlink about this issue two days ago, I have not received a response. Could you assist me in getting a credit on my bill for this error?

I recently noticed an unexpected overage charge on my bill, amounting to over six hundred dollars. This is the first time this has occurred despite our long-standing relationship with the company. During a discussion with your representative, Andrea, on July 4th, [redacted], she suggested an upgrade and provided a credit of $[redacted].00, resulting in a remaining balance of $[redacted]:44. However, my latest bill shows a total of $[redacted]:38, which seems inaccurate. Considering my previous balance of $[redacted]:44 and additional charges of $90:92 for July, the total should be $[redacted]:36. After making a payment of $[redacted]:87 on July 25, the balance should be $[redacted]:49. The significant increase in the bill for internet services is perplexing. As loyal customers for nearly two decades, we appreciate your assistance in resolving this matter promptly.

I have called multiple times and spoken with representatives who have rectified the issue by clearing my bill. Despite being charged excessively for internet and accessories I didn't have, they provided me with complimentary internet and HBO Max until next month. They assured me the bill would then be reduced to $40 per month, incorporating HBO Max. However, the problem persists as I still owe the outstanding amount. The resolution they claimed to have implemented has not been effective, and I am frustrated with the situation.

I have called multiple times and spoken to several representatives who assured me that the billing issue was resolved. They acknowledged the overcharge and cleared the bill as I did not owe it due to incorrect charges. They offered free internet and HBO Max, with a reduced monthly fee of $40 starting in January. I provided my card for automatic payments. Despite these assurances, the problem persists, and my cable was disconnected again. If this matter is not rectified, I will need to switch providers. I want the bill cleared as promised, no charges until January, and consistent internet service. I urge you to resolve this ongoing issue promptly without disruptions to my service due to your billing errors.