SuddenLink Customer Service Issues

I recently started using Suddenlink services on November 2nd. Despite reaching out to customer service multiple times, I have not found solutions to the issues I've encountered. During installation, the technicians rushed through and only showed me the basics, such as the power button. Initially, my main TV had power issues which were resolved the next day after contacting support. However, I still face problems with the picture display - it appears too tall, cutting off parts of the screen. I've tried to address this through calls but have been unsuccessful in resolving it. Additionally, I am looking to change my WiFi password, and I was informed that a box swap would be necessary, which I believe can be done differently. Lastly, the volume control on my remote has never worked. I am open to paying for a service technician to come and address all these issues. Any assistance would be appreciated.

In September, I added NFL Red Zone and FS1 to watch WVU football games. I agreed to the one-time $60 for Red Zone and $10/month for FS1. However, I'm disputing the pro-rated charges on my bill for Additional TV and internet services from 9/29-10/28. Despite speaking to a manager who mentioned it was related to adding Red Zone, these charges don't appear on my recent bill. I was promised a credit by a customer service agent named Maro on 11/5 but it hasn't reflected yet. When I called Suddenlink and inquired about the charges, I was advised to check last year's September bill, which I can't access online yet. Frustrated by the lack of clarity and promises not fulfilled, I am considering switching back to AT&T DirecTV, feeling let down by Suddenlink's customer service.

I recently received a letter from Suddenlink informing me about changes to my access code. When I called customer service, I had difficulty reaching a representative without my account details. Despite explaining the situation to the agent, they were unhelpful and refused to transfer me to a supervisor or provide any contact information for further assistance. Their lack of assistance and language barriers left me frustrated and unable to understand why these changes were made to my access code. I am still uncertain about the reasons behind the letter and feel dissatisfied with the service provided by Suddenlink.

Since March, we have been trying to get in touch with them. My husband experienced a brain bleed/stroke, and we also have a Type 1 diabetic in our household. Our phone service has been unreliable, going on and off. Around July/August, our TV channels started acting up, with no channels below 70, affecting our kids' ability to do homework. Despite having around 5 technicians visit, they all confirmed the issues with the equipment on the pole causing the signal problems. We keep getting assurances that it will be fixed, yet I continue to be charged $[redacted] monthly. The recent technician even admitted the situation is bad. After reaching a supervisor yesterday, who was unhelpful and refused to send assistance, I am now considering switching providers due to this frustrating ordeal. Others on the hill have encountered similar issues.

I'm experiencing issues with my TV on the MeTV 14 channel. Every time I attempt to watch, the channel continuously flips and freezes, disrupting the shows I enjoy. I find myself having to change the channel and return to it, but this solution is not always effective. I have reached out to multiple individuals via email regarding this matter, yet I have not received any replies. I believe the issue lies with the channel rather than my TV itself. I would greatly appreciate it if you could address and resolve this problem. You can contact me at [redacted]

I had to call County to fix my poor Wi-Fi and Internet service. He replaced the old router with a new one and connected the television successfully. However, I noticed an issue afterward with my D link wireless router as none of my wireless devices like Alexa, phone, iPad, and laptop were connecting. The mechanic plugged in an Ethernet wire to the D link router, causing it to lose its wireless connection. Despite my attempts to reach out, the promised follow-up visit between 2 and 5 PM yesterday didn't happen, leading me to cancel due to the late hour. Being elderly, my wife and I couldn't wait until 6:30 PM. I am disappointed with the quick fix that didn't work and the lack of follow-up. I hope to get this resolved soon.

This is a summary of a complaint I submitted to the Texas Attorney General's office. I contacted the business via telephone and experienced ongoing billing errors for five months. I recently received a bill charging me for three unwarranted service calls, leading me to cancel my service on October 22, [redacted]. Despite sending signed letters to the Jericho NY and Philadelphia PA offices, stating my intention to cancel, I faced resistance from the agent who pushed for a delay in cancellation until November 9. I insisted on immediate termination, which ended the call abruptly. The service calls in question were either unscheduled or involved fixing equipment provided by the company. Despite explaining these issues in detail over the phone and in writing, I received a bill on November 17 for $[redacted].99, far above the amount I calculated to owe. Following unsuccessful attempts to clarify the charges, I was left with a demanding message on my phone to pay over $[redacted] without further explanation, suggesting it might be related to the company's equipment in my possession.

I informed your sales representative and technician to withdraw the funds for the internet before October 18, but it wasn't done, causing insufficient funds. 1. No contact was made regarding the issue before the service was cut off, which is against the law. 2. I only used the service for 10 days, yet you are billing for the whole month, which is fraudulent. 3. A contract was never signed as I was told it wasn't necessary. 4. Being disabled, this lack of accommodation is unreasonable. 5. My cable was disconnected on Thanksgiving Day, although all residents pay for cable with their rent on the 1st of the month. 6. Punitive measures were taken over the internet issue, but cable service was affected, which is not permissible. I am prepared to involve federal agencies and the Attorney General if this matter isn't resolved. I acknowledge owing for the modem fee and 10 days of internet service. Contact me at [redacted] or [redacted]

We've been experiencing severe issues with our internet service ever since it was reconnected and we are seeking prompt compensation. Throughout October, our internet was down the entire month until the final day, despite three technician visits. In early November, we only had service for six days and it wasn't fully restored until the eighteenth. despite multiple contacts with your office, promises of manager callbacks within 24 hours went unfulfilled. The service has remained unstable since being reinstated, causing daily downtime. Moreover, between October and November, my bill saw significant changes, including fees for services I did not request. The HD Receiver cost doubled, Internet [redacted] was added without our consent, and the home phone price tripled, making us consider canceling that service if we were aware of the changes in advance. We are requesting credit for the entire month of October, except for one day, and a minimum of 12 days in November due to the ongoing connectivity issues.

I am experiencing issues with Suddenlink's pre-billing practice following the disruption of services due to Hurricanes Laura and Delta. Despite already prepaying $[redacted].22 for services that were not received, I have only been credited a total of $[redacted].25 on my recent bills. The latest bill indicates I owe $62.49, which doesn't align with the two months (Sep and Oct) I prepaid. I believe any upcoming bills should be adjusted to reflect the prolonged service outage. While deductions from my account are swift, I am frustrated by the lack of understanding from customer service representatives who stick to policy responses despite the discrepancy.

I recently relocated and contacted Suddenlink to terminate my service over a month ago. Initially, a representative assured me that the cancellation was processed, mentioning that I had settled all dues and didn't need to return the receiver. To my surprise, I received a bill dated 12/2/[redacted] totaling $[redacted].55 for "new charges" and an outstanding balance. Following a call to Suddenlink, another representative instructed me to pay the $[redacted].55 and return the equipment to an unspecified location. Feeling confused by these conflicting messages, I seek clarity to resolve this matter promptly. Appreciate your assistance, Mike.

Since the end of August [redacted], I've been attempting to return your equipment. It's been a challenge to speak with a live person, taking up to 2 hours each time, with no success in obtaining a mailing address to send the equipment back. As I now have access to a computer, please provide me with the address and shipping label necessary for the return. Additionally, I would like to ensure the equipment is no longer associated with my account.

My charges have increased by $20.56. My spouse, DeeAnn F., contacted customer service rep John on 12/01/20 to inquire about the billing change, seeking detailed information about the charges on our current statement. Despite their lengthy discussion, DeeAnn's questions were unresolved. Kindly review your records for clarification on the following: 1. Clarification on the difference between promotional credit and special discount as we did not have promotional credit previously. 2. We have two TiVo boxes (large and small) but unsure if we utilize the TiVo service. Are there other options available? 3. Explanation of the sports programming surcharge. 4. When discussing cost reduction, John mentioned that the billing could not be adjusted until our promotion expires. Seeking further assistance. Appreciate your help. Kurt & DeeAnn F. Email: kurtwf56[at]yahoo.com Phone: [redacted] Access Code: [redacted] Account: 07[redacted]95-02-2

I've been awaiting a Suddenlink supervisor to correct my account billing since last month. They were supposed to call me within 72 hours, but it's been over 3 weeks now. My account got suspended, and I need them to reconnect my internet service, as I work from home and am losing income. They also need to remove the phone service charges that haven't been working and eliminate the cable service from my bill. I've been struggling to get in touch with customer support for the past 5 hours through the automated system. It's urgent that Suddenlink fulfills their promises and resolves my account issues promptly.

I was in the middle of filling out essential medical documents online when my service was abruptly suspended. Not only was I losing income as I work from home, but I have been facing issues with Suddenlink for weeks now. They were supposed to correct my account billing and remove phone and cable services as discussed previously, yet nothing has been done. Despite assurances of a supervisor calling me within 72 hours, it has been over 3 weeks with no resolution. My internet service suspension has left me unable to work, and I am unable to reach a human for support after trying for the last 6 hours. I am eagerly awaiting a quick resolution to this matter and the immediate reconnection of my internet service, as promised by Suddenlink.

Dear Sudden Link, I have been attempting to reach out to you regarding an issue with equipment charges on a recent statement without any success. I reside in Star Valley, Arizona, near Payson, and due to the closure of your office in Payson, I am unable to return the equipment personally. I kindly request guidance on the necessary steps to return the equipment as I have not received any instructions thus far. As contacting a representative via phone seems to be unavailable, I am reaching out to you via email. I hope to hear from you soon; otherwise, I may need to escalate this matter to the AG office for further assistance. Sincerely,

Subject: Issue with Equipment Charges Dear Sudden Link, I am reaching out about an issue with a statement I received regarding equipment charges. Living near Payson in Star Valley, Arizona, I am unable to return the equipment following the closure of your office in Payson. I require guidance on how to proceed as no contact has been made regarding the return process. Despite my attempts to reach out by phone, I am using this email as a means of communication. Should I not receive a response, I will have to escalate the matter to the Attorney General's office. Sincerely, V. Sanchez

I paid for internet and TV services from Suddenlink on 10/16/[redacted]. Unfortunately, the service did not work, so I returned the equipment on 10/23/[redacted]. I requested a refund on 11/16/[redacted], and Suddenlink submitted a refund request on 11/23/[redacted] due to their 30-day money-back guarantee. The refund was sent to the processing company, North Lane. However, North Lane has no record of my information or the $[redacted].24 refund. Despite Suddenlink's assertions that they provided the necessary details, North Lane claims they did not. I have taken this up with the FCC and reached out to my attorney. I recently spoke with Ahmed Nabil (Badge number: C9G) from Suddenlink, who provided misleading information about my refund status. Chesney, the manager at North Lane (Badge number: [redacted]), affirmed that Suddenlink did not initiate a refund request. I am requesting an expedited refund to be sent to me immediately.

We have had a different ISP for about five years, and it's not very reliable. We decided to switch to Suddenlink, but encountered difficulties. We agreed to pay for a line installation, but the appointments were missed twice. Despite two instances of a technician arriving with equipment, the installation did not happen. After multiple reschedules and unmet promises, we are frustrated. We were even hung up on by customer service a few times. We want a reliable technician to come and install the equipment promptly. We prefer not to switch to another ISP and hope to resolve this issue soon.

I made two consecutive calls, but unfortunately, I had difficulty understanding the individuals who answered. Despite my request to speak with someone else or a manager, they both declined. I am trying to figure out why I am unable to set up wifi for a house my son will be looking after until the owners relocate from California to Arkansas. I find it extremely frustrating to communicate with individuals from different countries. It would be beneficial to employ individuals from our own country, fostering job opportunities and supporting our own workforce rather than outsourcing.