Called on July 18 2018. I am disabled and have an ATT cell phone which needs a microcell to work 99% of the time.
The microcell uses the Internet to assist in the calls. On the 18th TiVo was not working on remote TVs and phone line that is from suddenlink was out. Called Suddenlink and was also told I also had a spike in power over my service. They could not get a service technician to my house before I left town but could get a line technician to check the pole to see why I got the power a spike.
They said the scheduled appointment was on the 23-24 of July to check the pole. While I was gone internet went out so I could not control my nest thermostat to cool my house down before I returned (The nest is a internet controlled thermostat so you can adjust it from your phone while at home or out of town all you need is internet and my phone has great internet, suddenlink not so). Needless to say the house was 80 degrees when we got home in central Louisiana where the heat index is over 108 degrees daily in the summer. Called suddenlink and they said they would have somebody come out on Sunday, time came and gone so I called about my appointment and they said they miss spoke and it would be Monday, but they would send someone to check the pole.
The order request to check the pole was 23-24 of July not the 30th. (WTF). I did complain the my modem was flashing more lights than a Christmas tree and they said it was over three years old and they had problems with them and it needed to be replaced. I asked why they had not scheduled for that to be done and they responded it was up to the customer to do that.
Well l have problems with their service every couple of months and have to manually reset the modem and call them, but I guess I never asked to have my faulty modem replaced and I guess it's not up to them to tell them their job and insist on a new one. GREAT CUSTOMER SERVICE. My first experience with them in this house was after my old house got flooded with about six feet of water and moved into this house that at the time we were flipping. Every toy my daughter had was soiled with waste water(oil, gas, insecticides, sewer water and so on, so everything was thrown out).
We had our services transferred to our new house and it took ten days. Two days after it the service was connected my daughter told me her tv went out. I went outside and they had sent a service man terminate our service. They sent him out with a paper list of houses that did not have service that was weeks old and he was going around disconnecting houses from the service poles, They evidently got their list prior to the ten days of me having my service change and paying an outrageous disconnect and reconnection fee and the new service turned on, they were using a very, very, very old list.
They disconnected my service and when I stopped and asked the service technician what he was doing and showed him the paperwork I received when I had the services moved, he wouldn't even call the office to verify what I was showing him was accurate. This was Saturday and He told me to call the office Monday and they could straighten it out, that would have meant no phone, no internet and no TV until they could schedule some to fix their f**k up. To bad for him he pulled his truck was pulled a little to far down the driveway so I pulled my F250 right to his pumper and said when the tv comes on I'll move my truck and I turned around and went inside. He then called and had put the cable acrossed two poles to the main service to get it back to my house and working again.
So of course I moved my truck. I never got an apology or even a call and that was probably the best service I have had in ten years. When I did get them to add another line which they new was going to have to be in the attic they came in the afternoon and said that they were not allowed to go in attics after 10:00 because of the heat and I would have to reschedule, so I volunteered to go in the attic and drill the hole to run the cable thru the attic and down the wall (I didn't even get a thank you). He made the whole in the wall to run the cable out and it looked like he put his fist through it (pictures below) and used a little wall cover that didn't even cover the hole.
After I complained they ordered and brought a doubled size wall outlet to fix it, it fell of the wall one week after that. I just wish it was not a monopoly on cable here because they would be out of business ( it rains to much for direct tv to be efficient ). I wish ATT 2 wire would come to this area. The real SAD thing is I have been a customer For over 30 year and they treat you like *** what ever happened to customer loyalty!!!
And to top it off so they would not have to trim a tree (there job) they looped my cable line down the main line then to the pole closer to my house, I guess it's some sort of new engineering. Picture include also!
Reason of review: Poor customer service.
Monetary Loss: $5000.
Preferred solution: Let the company propose a solution.
I liked: Actual home technician, Friendly in home technicians.
I didn't like: Very unhelpful customer service, I have been a customer for about 30 years and for what, Monopoly in area or would long be out of business.