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Update by user Aug 06

Finally too the time to wade th 30-minute line to speak to a Customer Service Rep (CSR) (kiosk was down, so I "signed in" the old-fashioned way on a clipboard?). she swore $11+ increase was just part of their (almost quarterly) fee increases as costs rise - had nothing to do with the mysterious "restoration service fee".

I asked why this "fee" isn't listed in their current online fee schedule and what it is. CSR stammered for about five minutes to basically explain it is a soft-reconnect which they would charge in the event the full reconnect fee doesn't apply. I may be wrong, but it appears a way to wrench more money from you say if they suspend your service for any reason (day late payment, violation of terms, et al.) but your account is in otherwise good standing??? Since my previous posting, I also discovered that when this local market became a "Gigabyte Market" (about 3-4 months ago - no notification by mail, phone, or statement text) that if you were paying for any speed below 100 GB download (currently their lowest offering) you were assumed to consent to be charged the FMV of that speed in your bundled services.

Did they raise or unthrottle/re-provision users to the higher speed? No! According to the CSR, customer was grandfathered @ 50/75 MB until they wanted to "upgrade" to a higher speed. What's absolutely hilarious about this is that customer wasn't apparently grandfathered to old prices - let the raping begin.

THIS DOESN'T PASS THE COMMON SENSE TEST! Waiting to see what the next SL200 + phone + 100 GB charges are on my next statement.

Overall unsatisfactory experience ... AGAIN!

Original review posted by user Jul 07

Can anybody provide a definition of this fee? Current Fee Schedule (as of July 7, 2018 on site) does not list this under their general catch-all category of "Installation, Service & Other Charges". DO NOT confuse this with their service reconnection fee of $40 for reinstating service after a disconnection.

History:

With May 2018 billing statement, notes/news/remarks contained this statement:

As of your June bill, the Reconnect Service Fee will be $10 for

one or two products and $15 for three products.

With June 2018 billing statement, notes/news/remarks contained a revised statement:

Correction - As of your June bill, the Restoration Service Fee will

be $10 for one or two products and $15 for three products.

Now, coincidentally with the new July 2018 billing statement, this remark is gone, but "package" price increased $10 (actually $9.99, but with taxes and various taxes on taxes it was $10+). A total bill increase of 14.5%!!!

I am not aware of any special pricing or package discount expiring (I've been a Suddenlink customer for almost 7 years and July isn't any particular anniversary).

I also don't know if this "Restoration Service Fee" is the culprit of my bill increase or if it was just one of many GREED time increases that seem to happen about every two months now to keep investor's rate of return commensurate with their lavish lifestyles. They certainly didn't explain the increase and whether it has anything to do with this new Restoration Service Fee or not as that "term" remains undefined to this day in their rate/pricing structure.

I've tried Googling the phrase with no relevant search results for explanation or even any mention of it from irate customers in spotty Suddenlink forums or even their own official forums. Any help would be appreciated.

Reason of review: Not as described.

Monetary Loss: $11.

Preferred solution: Price reduction.

Company wrote 0 private or public responses to the review from Jul 07.
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Anonymous
#1515088

I have the same issue. How did they resolve your?

CornyMacaw
to David #1515473

They have not - I've yet to reach a live human at their phone number.Life's too short to be sitting on hold ...

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