Brandon T Joa

Over charged

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Over charged. Trying to take money of which wasnt theirs. Never answer calls. Horrible operating system . Horrible customer service .
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Loss:
$150

Preferred solution: Full refund

Jeff M Fgy

No internet

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Internet out since Monday Nov 9th. Reported problem. Tech came out Wednesday without being able to resolve. Called again and was told can't look at it again till Saturday. Having to take off without pay because I work from home
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Loss:
$1000

Preferred solution: My internet fixed with refund

Chadwick J Rko
map-marker Pineville, Louisiana

No email

NI am unable to receive any of my emails. I have been on the phone for the last two weeks and no one can seem to fix the problem. All they can tell me is that they can issue a ticket and someone will contact me within 12 hours, I have yet to receive any phone call back on this problem.
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Preferred solution: Deliver product or service ordered

Trisha G Nho
map-marker San Angelo, Texas

Worst company ever

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We have been trying to disconnect our service for over 6 months. During the onset of Covid in March, we turned in our equipment to a window of the Suddenlink office (they would not let us come in to turn it in - made us drop it at a back office window); since then, our bill has gone from -$200 to $600+, and a collection agency is involved. We've spent a collective 40+ hours on hold and talking to customer service reps and have NOTHING but a collection agency to show for it. They will not send email receipts, return ANY phone calls, have trouble even taking phone calls. I can't say enough bad things about our experience over the years with SuddenLink.D
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Loss:
$350

Preferred solution: Let the company propose a solution

User's recommendation: Run away from this business. They are unscrupulous shysters.

Dave W Mpk
map-marker Bryan, Texas

Overcharging an poor customer service

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My mother died 3 days ago. I called to close her account today. First, I had to try to communicate With someone who spoke extremely poor English. It was also difficult to hear because he was apparently In a large room with many others also talking to customers. He couldnt get that only phone was on the account. He wanted to stop internet and cable service. Even though I clearly said it was a phone only account. Then he wanted to transfer the phone to another location. I doubt my mother needs phone service in heaven. Finally, he tried to sell me internet and cable service. Again, I doubt she needs it. I finally hung up. What a dummy. I decided to go to our local suddenlink office to talk to a person who speaks clearer English. They were almost useless and said I could only close the account online or by phone. I was given a number to call that would be answered in the United States. I called the number twice. Both times I was told it would be a 20 minute wait and someone would call back at that time. My phone will not accept robo calls and I did not recognize the name Optimum on the screen. When that name occurred after my second call, after the another 20 minute waiting period which was actually 45 Minutes each time, I answered it on a hitch. A robo voice aside I would be connected right away. I still had to hold five more minutes to get a representative. My time is apparently not as valuable as theirs. This final person was very nice and closed the account. But when I asked about a refund of the payment that I made the day before my mother died, The woman apologized and said I could not get a refund because I did not call within 24 hours of death. Even if I had not already made the payment, I would have to pay for a whole month because of the 24 hour rule. Come on! I had few other things on my agenda - plan a funeral, notify friends and relatives, and on and on. This company is greedy and extremely inconsiderate. I am seriously considering changing my account now.
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Loss:
$21
Pros:
  • Fast when it works
  • Decent internet speed
Cons:
  • Indifference to problem resolution

Preferred solution: Full refund

User's recommendation: Find a company that cares about their customers.

Gary M Fbg

Very bad customer service

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Lost internet service in July 2020. Had 3 different techs come out over a 2 week period, after the third try they got my internet to working.

I get my next bill and there is a 60.00 charge for a service call. I called on 8/26/2020 and talked to Angie, she said she would put notes on my account and try to get the charge removed. I paid my bill on time as I have for the last 20 years with a note inside saying why I was not paying the 60.00 service charge. Got my next bill and the 60.00 charge was still there and now there is a 10.00 late charge.

Called 9/28/2020 talked to Olivia and she was able to get me a 24.00 credit for the service time lost, but would not budge on the 10.00 late fee.

So I am shopping now for bundled service from another company. I have been with Suddenlink for many years always paid bill on time, but this really hacks me to not be able to get the 60.00 service call waived and then the 10.00 late fee, and then Olivia was like talking to a brick wall.

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Loss:
$54
Pros:
  • No pros
Cons:
  • Billing errors and long wait times on phone for service

Preferred solution: Let the company propose a solution

User's recommendation: I would tell them all is well until you have an issue and have to call for service because there is none.

1 comment
Gavynn Yhb

I agree they do have horrible customer and I wouldn't recommend their service to Satan. They will hand up on you.

They will put you on hold for long periods of time. They don't document the accounts like they claim they do. The bill is never the same and it always go up for no reason. They tell you they gone give you a credit and never does.

They charge you for service you didn't have. I hate a switched over to them. This company has turned out to be a rip off. We were trying to lower our bill and it went up to almost 200.00.

The Altice service is not good as the old system. The all in one is really bad and the service goes out a lot so when that happens you have no internet, phone or cable. They owe us for almost a month worth of service and refuse to give it to us not to mention when we had the storm here in Texas our service was down more than it was up and therefore we had no cable, phone, or internet.

Suddenlink is nothing like it used to be and the customer service since they changed it to over the phone has really went down hill. I wouldn't even give them a star and I have worked in customer service for 30 years.

Anonymous
map-marker Baytown, Texas

Horrible Customer Service

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So the internet has been spotty since mid Friday 08/14/2020. I called them up and told them about it, and they told me it was an outage in the area that obviously lasted all day. So basically was able to work half a day due to this issue. I understand though as things happen. Work up early on Saturday but the issue still existed. Went out of town the rest of the day and mostly all day Sunday to return home Sunday night and see that the issue still existed. Started to escalate the issue on Monday as the service was still spotty at best. By Tuesday, it has gotten to the point where it seemed the internet was never going back to normal. The agents on the call tried to assist me as much as they can but with no avail. They basically kept giving me the runaround on stuff that was supposedly wrong with my service. At one point on Monday night, they deemed it was my modem that was the issue. So on Tuesday morning, I head up to best buy to get a new modem and then call to get it activated. After that, the issue still persisted. So I called them back and that's when they said they would have to send a technician out. They said they would be here around 5 to 8 PM that night. He ended up getting here around 7:15. He ended up finding an issue where he said somebody was messing with our line as like almost a termination? His suggestion right before he left was somebody would be out in the next 24 to 72 hours to run a new line. I was like okay, will I get a record of some sort but said he would need to put it in and it would be seamless fix and you don't even have to be here for it to get fixed. I wasn't really satisfied with that answer though as I have not been online for work now for Friday, Monday and now Tuesday. So basically missed 3 days of work, pretty much. So now when I call Suddenlink after technician left, they pretty much had no record that he even put a ticket in about putting in the new line. They did say something about there was damage in the area? Not sure what that even meant. So now today, 08/19/2020, I called this morning and asked them if they finally got the ticket and what's the next steps, Suddenlink proceeds to tell me that they have no record of a technician even coming out last night. I was completely floored at this point. I said okay......what will be the next steps then at this point as I feel like now this has put me back to square one. They apologized and said they could get another technician out today between the same 5 to 8 PM business hours. But guess what no call no show??? I would love to see their mission, vision or value statements as I am guessing this is nowhere on it? My suggestion is to stay away and don't bother with this company. I am at a lost for words at this point. I have worked in retail my entire career and have never treated anybody the way I have been getting treated. I mean how hard is it to text somebody and let them know you are not going to make the appointment, or at least have corporate let the customer know. I can't get rid of them fast enough to be honest.
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User's recommendation: Stay Away

Emomotimi G
map-marker Greenville, North Carolina

To cancel my services

Please cancell my service that has been suspended since Nov. 4th, I am no longer in need of these services at 105Toby circle, A8. Greenville, nc 27834. I will bring my cable box in tommorow or more bday. I want my bill prorated to when services was cut off on Nov. 4th, 2020
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Loss:
$401
Cons:
  • Overpriced

Preferred solution: Full refund

Anonymous
map-marker Stillwater, Oklahoma

Poor Service

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There is no doubt about it, Suddenlink is a complete joke of a company. Customer service is laughable..
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Donald S Dve

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Verified Reviewer
| map-marker Lake Charles, Louisiana

Inability to talk to a service rep/live human being

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My business service on 4415 Lake Street has been out since hurricane Laura. Suddenlonk was repairing lines yesterday about 3 or 4 buildings down, but did not resume today. Fix my line or lose my business. It is also impossible to talk to a human being. Thank you
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Cons:
  • Work stopped before completed on lake street

Preferred solution: Deliver product or service ordered

User's recommendation: This company was and is totally unprepared with no concept of customer service.

Anonymous
map-marker Midland, Texas

Corporate Escalation

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I traded in a tivo tivo mini and modem to get altice one and go to one tv. My bill went up, they did not inform me i would have to pay extra for dvr (services i already had with tivo) i also lost a tier block of channels and was downgraded with out knowledge or permission. I spent off an on for 9 hours yesterday trying to correct all the issues just to get my service back the way it was without a 60+ dollar increase. Supervisors said they couldn't help. I was transfer dumped to different departments without expectation. I am still waiting on some escalation person to call me as they were supposed to have called with 2 hours.....that was 8 hours ago.
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User's recommendation: Altice killed Suddenlink

Tyler L Jfa

No internet for 20 hours

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3pm seen two Suddenlink utility trucks working on a line right before my Apt complex, then services went down. Now at 12pm the next day approx 40 people in this complex are still without service. And no matter what number I call I cannot get to talk to a human, every option is a robot.
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Preferred solution: Let the company propose a solution

User's recommendation: Move to where you can choose a new provider.

Audrey G Hda

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Verified Reviewer

NO CUSTOMER SERVICE

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Updated by user Nov 07, 2020

NOT RESOLVED in any way. Still have no Hd channels and the package I am paying for is supposed to have 225 HD channels

Original review Oct 08, 2020
I am done with you idea of customer service. I have called four numbers and got the same crap everything. Your infinite loop customer service computer is a joke. It has rest my system 15 times in my attempt to get real customer service. I still do not have any HD channels. I have not had HD since installation yesterday, I will not listen to your stupid computer one more minute. If you do not get this fixed immediately, one and get your trash you label equipment.
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Cons:
  • No humans available
  • No customer service
  • Infinite loop help computer

Preferred solution: Deliver product or service ordered

User's recommendation: Run

Kelly W Ppx

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Verified Reviewer

Service technician never came

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AvMy landline through Suddenlink failed about 3 weeks ago. The first service technician never showed up and I was never contacted. I filed a BBB report and was contacted by their corporate office, but since then no one has shown up on 2 other scheduled service calls. There is no end in sight to this.
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Cons:
  • Horrible ccustomer service
  • Unprofessional customer service
  • Dealing with the phone reps

Preferred solution: reconnect my phone, credit or refund for the time it was not available

User's recommendation: Avoid Suddenlink if possible

Daunelle A

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Horrible Company and Customer Service

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I have had services with them for over a month now and I still don't have a working phone nor a phone number. I have called 20 or more times still no resolution not to mention during my install the tech cut my dish line and i had no TV. I was told that someone would be back to fix that day has yet to come. Every rep has the same lie.
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Loss:
$20
Cons:
  • Being left hanging
  • Entire system is designed to cheat the customer
  • Customer service not fullfilling promises

Preferred solution: Full refund, price reduction and working services

User's recommendation: I wouldn't recommend them to anyone.

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