Anonymous

Complaint

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Got hung up on twice after asking for a manager due to raise in rates and both employees would give me there names. Even asked if I could talk to any other person just said NO! Called back a third time just got a Sorry and a false story of what happed! but never got to talk to manager or fix problem!
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Loss:
$90
Cons:
  • All

Preferred solution: Price reduction

User's recommendation: Don't get

Rodney M Sgo
map-marker Lake Charles, Louisiana

Issues with my bill

I suspended my service on 9/08/2020 I was told that my suspension was unlimited. But I was never told I had to pay on my bill while I was displace every time I received a bill from suddenlink I called and expressed that my account was suspended with a unlimited time to it. I'm not in my home as of now but my suddenlink bill keep increasing every month. I've tried to get my bill reduced so I can get my internet service back on where I am liven now. This is over my capability to pay I'm on social security the bill is as of 7/15/2021 $807.93. I was charge for new charges for July $134.04 and a
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Preferred solution: Price reduction

Anonymous
map-marker Georgetown, Texas

Complaint

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Rate were raised ask to speak to manager and was hung up on twice they would not give me their names who was taking the calls. Just said no and hung up! Can't use any other provider they have us locked in with only provider Georgetown, Jarrell Tx!
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User's recommendation: don't use them

Karolyn G

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Verified Reviewer

I HAVE HAD ENOUGH OF SUDDENLINK!!!!!!!!!!

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Updated by user Feb 14, 2021

After sending emails to the corporate top executives I was handed off to another customer service person. Then when I couldn’t get through to her, I was given to a rude gentleman who without reviewing my account told me to just pay my bill. I requested a supervisor and...

Original review Jan 15, 2021
I have been associated with Suddenlink since September 7 to which that was a horrible experience I did not think could get worse.
The technician came to install my services (TV, Internet and Phone) and did not install the phone. I had internet for 3 days and then my services were disconnected for "nonpayment".

It took me till October 27 to get the account to a point that someone would help. I paid what they asked after over 50 calls to Suddenlink. Finally, a sweet older woman that was a supervisor took over and straightened out the account. 3 days later they came and REINSTALLED my services.

This occurred on October 27. I then enjoyed service till Jan 4 when my services were disconnected again for "NONPAYMENT" yet I had been calling daily to get my account balance so that I could pay the $163.73 that was supposed to be my bill. To my surprise my bill was $711.24. I almost fainted.

They were charging me for a charge on my bank account that they were not authorized to charge till the 28th of the month. I am a 20-year veteran teacher and get paid monthly. When they came to install the services the 2nd time, they said that I had a returned bank draft that I had to pay from the original charges. The supervisor said that I did not have to pay it since it was not authorized, and it was removed from the account, but someone put it back when the services were reinstalled.

Then they added charges for the technician coming 5 different times to install the phone. 2 times I was told by the technician that the phone install was not on my account. The other 3 technicians never showed up, and I am being charged for "customer was not home". One visit the representative told me it was due to inclement weather on a day that was 82 and sunny.

The other two stated I was not home, yet I got a substitute teacher and took the day off (my leave costs me 325.74 per day for a total of $651.48 in lost wages) while I sat on my front porch or in my garage with the garage door open waiting for the technician to arrive. One of the days was for a Sunday and the representative said that the technician wanted his day off, so they would reschedule me for a later day (8 days later). In the meantime during all this my son cannot attend school due to health-related issues and a risk to Covid-19. As the situations gets worse, I have requested 18 different times for a supervisor to return my call and to date I have still not gotten this taken care of and my services are now being disconnected.

Suddenlink or AT &;;;;;;;;;;;;;;;;;;;;;;; T are the only providers I choose,andd I refuse to use the other provider. I have returned the old equipment to the storeaspromisedd, and it took 3 months to get that credited to my account.
Once again, I have no service and my bill is now $901.54 and I have only had service with Suddenlink/Altice since October 27, 2020. I am begging to be heard by someone and treated like a decent human being. I have been threatened by your representatives, told I was worthless and that I was a deadbeat and to just pay my bill.

When I went to return the equipment 9 others customers came in with bill complaints and were told that billing does not do their jobs and to call the retention department and gave us all a number and sent us on our way. Again, treated like we have the plague and were all deadbeats. Several of those customers were elderly and it was horrible how they were treated. I am 56 and wasn't treated any better.
If I do not have service, I cannot do my job if my district forces us all to go remote due to the rise in Covid cases.

My son is not getting an education due to the services I am willing to pay for (regular monthly bill) but am getting charged an outrageous amount. I humbly beg you to help me with this situation. I am only one of many that are being treated and robbed of money for charges that do not make sense or are lies.
Just like you, I need the internet and other services to do my job and enjoy my life. Suddenlink has caused me to have health issues now that I am on blood pressure and medicine for an ulcer.

I am not sleeping since I am worried about my son's education. While I realize I probably will never hear from any of you I wanted to at least try. I need your help and as I sit here I have now been on hold for 1 hour and 43 minutes and transferred or called back 7 times. This is normal when I contact Suddenlink.

Do you know what the consumer is dealing with and how awful we feel when dealing with your offices? Do you know how many people are losing money to you for false charges.
This was an email that I sent to the corporate offices in New York addressed to the CEO and Customer Relations Director.

To this date they have not responded. I do not recommend Suddenlink to anyone!
View full review
Loss:
$500
Pros:
  • Decent internet most of the time
  • When they work it is great
Cons:
  • No compassion for customers
  • Lying workers
  • Charges for no show of technician

Preferred solution: Stop the billing errors and provide the services we need in order to do our jobs and educate our children !!!!

Edward W Gko

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Verified Reviewer
| map-marker Las Vegas, Nevada

They tell people you don't owe anything

I was told on the phone my bill was zero you don't owe anything today i got a bill for 96.05 for two months. I tried to call them and all i was sent to automated Bill system
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Sage L Cow

The internet usually doesn't work, some days are worse than others and we are sick of it

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I spent a little over 14 minutes on the phone talking to customer service, then they ended the call in the middle of me talking. Still no internet. I hate Suddenlink. It should be called suddenly NO link. I overpay for this service as it is. You think it would at LEAST work 50% of the time, but it doesnt. Worst internet company ever! I dont know if their service or the customer service is worse. I dont even know how they are legally able to say they provide service.
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Loss:
$1000
Pros:
  • No pros
Cons:
  • Charging for undelivered services
  • Terrible technical support

Preferred solution: Freakin internet that works!!

User's recommendation: If only I could give a negative star rating.. Don’t do it! Not worth a penny.

Anonymous
map-marker Houston, Texas

Finally spoke to a supervisor!!

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Finally after only almost 2 months a supervisor called. She confirmed our issues that Suddenlink knowingly sold services to the people of Georgetown TX regardless of the fact the area has a 97% saturation level and knew that there is nobody that could EVER receive the signal package that they are continually charged for.. You know its the most simplified example of extortion and THEFT!! Yet since they are a conglomerate there is zero accountability!! I want to talk to the next level of management!!
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User's recommendation: Don’t move to Georgetown and expect to operate a business from home because it will cost you an arm and a leg.

Anonymous

Classaction lawsuit

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Sudden link is charging us and many many other for internet service that is not being provided full and because there the only ones who can service many areas the customer has no choice but to pay for service they don't receive full this in any other business would be theft .. so I am starting a list of all there victims to try and get restitution for this crime if you wish to join me email me at bblynn007@***.com

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Reason of review:
Problems with payment
151 comments
Guest

i am having massive problems with suddenlink. i had my cable channels shut off but still kept my wifi, internet and phone, my bill for this past month was 447.15.

wtf! i have informed s/l that the bill will be paid when *** freezes over!!

Guest

A class action lawsuit against them sounds great. However, I encourage you to use spell and grammar check on your post to solicit support with these efforts.

Do you have an Attorney retained to file the lawsuit? Regards,

Dontray Wkb

We have been with Suddenlink for many, many years. With both of us having work at home positions, having our internet work is critical.

However, for months I waited for the service to get better. It didn't. We did have one or two service calls. Nothing changed.

The last tech, I use the term lightly, claimed it was because they were installing new fiber optic lines. I seriously doubt it. For the entire time of this week, our internet is up and down, up and down, up and down. I can't even finish ONE thing!

We told them it was urgent and yet it takes ten days for them to get there. Pissed was completely correct. Centry link is our only other viable choice and they are much worse. Which is really pitiful.

This is not a case of where we live. This is a case of Suddenlink is under staffed, staff is underqualified, and they do not want to send people out, OR, send us new equipment.

I have had enough. If this costs either of us or jobs, we will sue them.

Guest
reply icon Replying to comment of Dontray Wkb

I have been waiting for 6 weeks. Canceled the internet because they do not care about my area.

The cable is heavily pixelated unable to watch.

Still paying them to watch 12 channels for $120.00 a month. Other companies will not climb on my roof so I'M screwed.

Guest

While your argument is definitely valid, the problem is that you do not understand that any class action lawsuit against SL will immediately fail. Why?

Because as suddenlink customers your continued use of suddenlink service means you agree to the terms of service agreements. In those agreements you have for the better part of the last decade have been required to abdicate your legal rights to sue in class action specifically under the Arbitration act provisions in your SL terms of service agreements. So no lawyer is going to take up a class action suit, no matter how valid the claims are, because ALL of the people involved have agreed to waive those rights and agree to settle disputes under binding arbitration. This is why it is absolutely imperative you A: know what you are agreeing to, B: Do not agree to things you do not agree with and C: fight to defend your rights to prevent the erosion of consumer rights.

The latter of which might well be too late to fix now that the arbitration act provisions have been strengthened under Pai & Trump and had the better part of a decade to go from "being slipped under the radar" to industry standard operating procedure. So good luck with your claim, but it WILL fail.

Kimra Evf

I have called over 50 times and had 3 techs come out that can't fix TV service. They want me to pay for service that has not worked in 2 months. I will spend the money to file a lawsuit against them.

Tanayah Okw

count me in

Lariya Dmi

Our internet on my whole road goes out when temperatures are at freezing last few years been when it got around 25 but now it’s happening at around 34 degrees it’s going in and out they send techs out but wait u til temps are higher and says nothings wrong

Guest

Of all the places I've been. Suddenlink is the worst service I've had.

They're too expensive.

You have to use their modem or else the service won't work. And the internet continuously drops

Timiya Mxa

I was promised every single time I called that it was taken care of. I continued to get billed as before and never received credit promised.

It ended with them picking up the equipment and I no longer have Cable or internet. It was if I was in the wrong. Not the case at all. I spent endless days and hours trying to resolve it.

I had been a customer for over 5 years. They'd promise to take off the overcharges. NEVER DID!!!!!! I WAS PROMISED TO HEAR BACK FROM A SUPERVISOR.

LIES LIES LIES... I DON'T KNOW HOW THEY GET AWAY WITH THIS. I even went to the local office, and was told that they don't handle private accounts. I was told to call them.

I was so frustrated I sat at her desk and said ok. This is how I get treated. I literally could loosing verbatim what would be said. It's script!!

You don't get customer service and they brush you off and lie!!!! The lady still couldn't help me.

She shook her head and she felt bad she said. But I never got help.

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Anonymous
map-marker Midland, Texas

NO PHONE SERVICE

I am beyond mad........I have not had a landline for three weeks. It is impossible to talk to anyone on the phone and your customer service is a joke. you need to do something about this!!!! I would love to have phone service. Lynne Ray 432-770-****.......thank goodness for Verizon!
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Santanna Tss

CONTINUOUS NIGHTMARES WITH SUDDENLINK

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CONTINUOUS NIGHTMARES WITH SUDDENLINK
CONTINUOUS NIGHTMARES WITH SUDDENLINK - Image 2
Original review Jan 04, 2021

CONTINUOUS NIGHTMARES WITH SUDDENLINK! I change my modem to a personal Arris modem and was told by Suddenlink tech it can take up to 24 hours to provision the new molding after nearly a week a second technician was sent out and it was determined that my modem was bad.

I sent the modem back to Arris and there is no issue with the modem! I ordered add-on cable service, the tech came out installed the cable box waited an hour and then left stating it could take up to 48 hours to provision. Provisioning never happened. A second technician came out to replace the defective cable box.

He waited an hour for provisioning. Provisioning never occurred so the technician left and said it would take up to 48 hours. Provisioning never happened on cable box 2. I called SuddenLink and told them to cancel the cable that their technicians could never get to work or get provisioned dont know what is the truth.

The SuddenLink rep told me to watch my bill. Over this past weekend, I receive notification that my bill was due for $109 and my previous month payment was late $10.20 with risk of being shut off. I paid my bill on time. On 1/4/2020 I called Suddenlink waited on hold 1hr 09mins to have Altice answer the phone, she could not help and transport me to Suddenlink.

It was the same number I had called 877-794-**** and waiting 1hr 9mins to be answered by a *** mobile company SuddenLink solicits! In the meantime, I join the SuddenLinks CS chat and I have been on the chat for 2 hrs 33 mins. When rep finally answers (1:30 mins after initialization of chat) the rep tells me to resolve the billing iss I need to call the sales Dept. Gives me a phone number 877-694-**** with a menu and no option for sales!

Took the option for add additional services and have been on hold another 1hr:11 mins. and was put through to the mobile company AGAIN. And AGAIN I am being told there is nothing they can do to help. I need to call another number.

The guy put me on hold to call their numbers and go through the menu options. I will have it to make yet another call!

Unbelievable!!! I have screenshots of the entire chat with SuddenLink!

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Loss:
$100

Preferred solution: Improve your customer service and give half a damn about your customers

Houston H Mjc
map-marker Heber Springs, Arkansas

COST is outrageous

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sucks, no local people phone help from India... cant get anything done getting fed up about to quit them
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Pros:
  • Good speed
Cons:
  • Cost to high for tv

Preferred solution: Price reduction

User's recommendation: they have a monopoly here

Malaak Mmr

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Verified Reviewer
| map-marker Sawyerville, Alabama

Cable

I was watching BET on my tv and all of a sudden the channels went off. Their not on my TV guide or anything. These are the channels I would watch on a day to day basis. Im being charged for the cable and I need this issue resolved. Its been a week and Im still not seeing results. Channels 91-99
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Monnie W
map-marker Central, West Virginia

Meed to speak to an American

Been having a service problem for the last 5 months and billing had to have bill mailed to me to get one was charged 10.00 for reconnecting fee for something that wasnt my fault
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Loss:
$10

Preferred solution: Price reduction

Lance O

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Verified Reviewer
| map-marker Lubbock, Texas

Unresolved account payment and equipment issue after service was cancelled

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Cancelled service 10 months ago.Was told return of equipment not required.Month later I received a letter stating I owed for the equipment.I returned the equipment.Was told the matter was closed.I receive a letter from a collection agency stating I owe for equipment and an account balance.Called Suddenlink, unable to resolve the issue, asked to speak to a supervisor and disconnected
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Cons:
  • No humans available
  • High charges over bogus usage claims

Preferred solution: Let the company propose a solution

User's recommendation: Do not do business with these crooks.

Ebony K Dog

Sent me to collections for equipment that was returned

These people sent me to collections for equipment that was returned after I disconnected my services. They tried to charge me $100 for a modem that they lost but they found and I am pissed. They will try to swindle you out of money. Highly do not recommend
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Cons:
  • Losing equipment and still charging customers

Preferred solution: Apology

User's recommendation: Find another provider

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