Suddenlink Communications

Worst service provider I have ever dealt with … even worse than Time Warner Cable. After I terminated service with this company, I had to return their cable modem. I asked a representative of Suddenlink if I could return it physically at another branch since I was going to be out of town 3 hours away. They said yes, I physically returned the modem to a different branch and was ensured that it would go where it needed to go. I provided all the necessary information: address, account number, contact number, etc. Fast forward 2 months later, I get a call saying that my account has gone into collections for an unreturned modem and that they have no documentation of the receipt. This was AFTER they assured me that they wouldn’t send it to collections because they were going to look into it. UNBELIEVABLE! I have been fighting with them for months on end to no avail. In the end, I ended having to pay $ 75 dollars and lowered my credit score on behalf of their incompetence. I would rather go to the public library and share wifi connection with the greasy, creeper johns every single night rather than using this company again.

We’ve had Suddenlink for several years. There just isn’t a strong enough signal from the origin to Buffalo Gap road. In the past, we’ve experienced several outages due to moisture at the connection on the utility pole.
Recently, we’ve had such slow connection our smartphones would switch to on 4G (in our pocket) and ran over our limit, incurring additional charges. Our service man replaced our 2.0 modem furnished by Suddenlink with a 3.0 which can handle higher speeds. Carlos did a great job checking all lines including the utility pole and explaining the issues. Wish we could afford the upgraded $ 300 router that has a much broader stronger signal vs. the $ 99 we (and most residences) currently have.

This review is based on experiences I had with Suddenlink in 2011.
First of all, I was disappointed from the beginning that I had to pay double the price for a business account, just because I worked from home. Everywhere else I have lived I have been able to just have a regular residential internet account.
I was moving out of the area in July 2011 so I went to the Suddenlink office on Clack St. and told them to cancel my cable but leave my internet on for a few more weeks. I explained to them that I have a business internet account (since I work from home) and a residential cable account at the same location, but I wanted to make sure that only the cable was canceled at that time. They assured me that this would not be a problem.
A couple days later around 2pm my internet connection suddenly went out (at the same time the cable was disconnected). I called Suddenlink twice that afternoon and told them they needed to have someone come out and fix it that day. They assured me that a tech would be out that evening to reconnect the internet service. I waited 2 days and no one came or called. On Sunday night I started calling Suddenlink again. After a few more angry calls to customer service, a tech finally came out and reconnected my service on Sunday night. He told me that he had been the original tech that had disconnected the service and said that his work order had said «disconnect all service.»
It seems there is a serious problem with internal communication in this company. There were two major breaks in communication with this situation. Number 1, I expressly said that I only wanted my cable TV canceled but somehow the tech got a work order to cancel all services. Number 2, it took 2 days and several phone calls for someone to finally come out and fix the problem.

5 stars on the service. 2 stars on the price. I actually have no complaints about Suddenlink. I bundle all 3 and am perfectly happy with all 3. But when the price goes up 3,4,5,6 times a year, come on guys. I understand costs go up and I accept that. But lets make your profit off of everyone, not just me!

I hate this business… mostly because they are the only gig in town and they price gouge you because of it. Their cable internet runs twice what it was in Enid, OK (Same company!) and after being a customer of theirs for over 5 years they are charging me a $ 40 installation fee for our new service in our house that’s already wired. Literally all the tech has to do is open the box and screw two wires together. UFB.
I can’t wait until ATT gets U-​Verse here.
Here’s an update. The tech also told me that my modem was too old to be provisioned so I would need to buy their $ 50 modem or rent for $ 5/​mo. I was gone when he was there so I just told my wife to rent the modem then we’d straighten it out when I got home. When I got in I called tech support, gave them my MAC address and they were able to get my old linksys modem provisioned in less than five minutes. So now I had to take the Suddenlink modem back to their office. Meanwhile the internet went down for multiple hours three times in the first two weeks we had service… when I got to the office to drop the modem off the lady asked if I was cancelling our account. I said no, and she asked what modem we were going to use then because the one I was returning was the only one on the account. I explained the whole thing to her. She told me that I’d have to call and give them the mac address and serial number to get my modem put on the account. I told her that I did and it had been working for two weeks. She told me that it wasn’t and hadn’t been and seemed to indicate that I only thought I had internet access.
I returned home to find out that someone had deleted our modem off the account (You know, the one that had been working for two weeks?). I called tech support once again and they said it was probably just a mistake and again were able to get it added back on no problems. They further explained that on a particular screen if you hit the wrong key it would delete all the modem information and there was no way to recover it. Awesome.
I should also mention that while the lady in the office was explaining my ignorance to me, I overheard the girl at the desk next to me working with an older gentleman that was having phone issues with his suddenlink phone. This girl had a red blouse unbuttoned unprofessionally low, some sort of heavy metal music coming from her computer speakers that I assume was using the assortment of jewelry in her face as an reception antenna. She was explaining to this guy that when she called his number there was a busy signal and that meant he had a phone off the hook. He told her that there was only one phone in their house and they UNPLUGGED IT and were still getting a busy signal. She said he must be wrong and he needed to go home and make sure that his phone was on the hook. Oddly enough when I talked to tech support to get my modem back online they mentioned that phone service had been out in the entire Abilene area for the last day and they were still working on it… I guess they forgot to inform their local office CSRs… or maybe she just couldn’t hear it over the music.
These people are not professionals… they are just making a profit from the monopoly they enjoy here and could care less about their customers.