Suddenlink Communications

Unfortunately the right hand at this company has no idea what the left hand is doing.
I had to spend many agonizing hours trying to figure out who was going to be providing repairs and when they would do it. No calls were returned as promised and they do not show up for appointments, but rather randomly. I would choose another company if I had it to do over.

They charge you for the amount of data you use each month. My bill is originally $ 75 a month just for Internet. Mainly because I have to add on additional coverage for $ 10 to be able to use more than 400 a month of data (I go to school online) For the last 4 months my bill has been over $ 140 because they claim I’ve been using more that 400 a month in data and it’s $ 20 per 50 you use. I’ve had their services for a year now and somehow now using more internet than before. That makes no sense. The first time I called they said my plan was the highest data plan they had, now that say they have a 500 data plan and I will need to start paying $ 100 a month FOR INTERNET! They are a total rip off. I’m not sure how they keep their customers

Glen, the Installation Technician, showed up high as a kite. 1^st Red Flag.
He rudely stared at his phone the entire time, ignoring me like a sexist jerk when I spoke. 2^nd Red Flag.
He looked at the blinking, functional modem/​router, as if he was Captain Obvious & said, «Okay, I see you have modems,» Confusion immersed his face. 3^rd Red Flag.
Internet was not yet active, but modem/​router were in working order – hence blinking. Told to me by tech call support, days prior, «Only an Installation Technician can make internet active for a customer, via a switch on premises.» I HAD to tell him about switch! 4TH Red Flag!
Shouldn’t he know procedure? Does the customer have to walk him through his own job? What if I hadn’t talked to tech support days prior? What would he have done then?
«Okay, is internet all I’m installing today?» He didn’t even know what he came here for. 5^th Red Flag.
Told him, «No, I ordered Tivo/​Cable service also.» (Something he should have known. Where were the order papers? He didn’t have them.) We walked upstairs where pre-​installed coax was. Looking around, he asked, «Where’s the Tivo box at?» 6^th Red Flag!
Did he really just ask me where the Tivo box was, knowing I was a brand new customer? I couldn’t help but giggle. That was the funniest thing I’ve heard an install tech ask me. I told him, «You have it.» Lol. He was spaced out. He realized what a stupid question that was. To ignore awkwardness, he CONTINUED to text on his cell phone, unprofessionally ignoring me. Who does that? 7^th Red Flag.
He said condo is outdated & he’d have to rewire entire place (making it sound incredibly difficult). He said I will not be able to have a Netflix/​Tivo box – which I ordered! He said «to make it easy,» he would replace it with a (step down) DVR box, which was INCREDIBLY outdated. This outdated box only records 2 shows, instead of Tivo’s 4 shows! He then said it is going to be SAME PRICE per month! Thinking he would damage the condo, I agreed to this outdated box, only to learn soon after, he was BSing me! He FAILED to inform me how easy it was to «rewire» cables & how procedure does NOT damage walls. (Found out truth from Tech Support Phone Rep after Glen was gone.) 8^th Red Flag!
Here’s where it gets worse: Glen STORMED OUT unprofessionally, without finishing install, because he was too impatient to figure out how to install internet. In other words, he did not do his job.
Details prior to storm out: After installing cable, he quickly tried to leave without insuring everything was okay. (He also never bothered explaining how remote works or anything). Before he could leave, I checked the internet connection to make sure it worked properly. IT DID NOT. He then GRABBED my computer from me. How rude. He acted like I was stupid & didn’t know how to work my own computer. Then he called someone – an obnoxious male – maybe from Suddenlink? The dispatch were females, so don’t think he called Suddenlink.
He claimed internet was active, when it wasn’t – in condescending tone. He then made excuses. He went downstairs & TOOK MY LAPTOP with him! He fooled around on my computer & I freaked out, because who does that? He changed all of my settings on my computer too, so I had to fix them later on, when I discovered he changed them. After messing with my computer rudely, he got extremely impatient when he could not figure out why internet was not working. He got so frustrated, he gave up trying!
Out of lazy desperation, he yelled, «Your modem isn’t working! You can rent one of ours for $ 10/​month.» I replied, «No, the modem works fine. I used it with a previous provider.» He screamed, «No your modem does not work!» He headed for the door. I asked him, «Who is going to set up my internet for me then?» He demanded, «You’re going to have to hire a computer person to come fix it!» (in other words a 3^rd party) I replied, «I’m not going to hire a computer person when my modem works fine.» He walked to the door, stopped, & said, «I’m going to tell Suddenlink you refused to sign off on the install!» Then he quickly went out the door, got into his truck, & SPED OFF. Neighbors witnessed this too.
It was his job to install Tivo & Internet, which he DID NOT DO. He failed on 2/​3rds of his installation, then tried to oddly pin his mistakes on me.
What did I do next? I called Suddenlink tech support. The rep reset my modem through his end. I reset it on my end. I unhooked the Ethernet cord & switched the ends. THAT WORKED. Lol. That is all it took was a few resets & to switch the Ethernet cord to the other side. Apparently Glen plugged the Ethernet cable in wrong haha.
I am currently able to access internet – on my fully functional modem, because of Tech Support through Call Center! Not Glen!
I have a feeling Glen was mad, because he couldn’t scam me into renting a Suddenlink modem. My modem is working just fine! On other hand, he was rude the moment he set foot in my door! Not sure why he was so rude from the very start.

Constantly down due to «over saturation» but they keep installing in this area, making it worse and worse. They’ve been promising getting new equipment out here for the last 2 years, but it’s all BS. They have no intention of actually improving anything. They SUCK!

OMFG!!! Suddenlink has gotten exponentially worse, & in less than 2 months!!! If only the US Government worked that fast! So, I called Suddenlink a MONTH ago to cancel cable & just keep web service, & I paid for just web service at that time. I told them I was done with their crappy programming, outages, & reception, & to come pick up their cable equipment. Well, a month passes, they NEVER come OR follow up, & I get another bill for FULL SERVICES. I call to straighten it out, the nice lady says no problem, we’ll backdate the bill to reflect your change of service requests, & all you’ll be paying for is the internet, «but I need to transfer you to that department & THEY’LL TAKE GREAT CARE OF YOU» LIAR!!! When she transfers me, the guy says «Oh, we won’t do that. If you want to keep internet, you have to pay for everything & we won’t issue any credit even though we were wrong, because THAT’S NO HOW WE ROLL» WTF!!! And to put the cherry on top, he also stated they will be charging me to pick up the equipment. I am just DONE. Are there NO forthright business anymore??? Screw it, I need web, I’ll go to Mickie D’s.
I REITERATE, IF YOU VALUE YOUR MONEY, TIME, SERVICE RELIABLITY, AND, ABOVE ALL, SANITY, SEEK YOUR TV/​INTERNET/​PHONE SERVICES ANYWHERE BUT HERE.

Update: after over 8 hrs of wait time over 3, days and muliple phone calls, tech finally arrived, reconnected my service that Sudden link had at some point erroneously disconnected (had been away for a few wks so unsure when that occurred). Tech also indicated he had just been told about the job although I’d been informed multiple different windows of time by both tech people and the automated system for tech visit over 3 day period. He also said he’d been in the area the evening before and asked I’d there were any more jobs pending and dispatch said none.
I went in to the Sedona office today detailing this fiasco and was given a whopping $ 12 credit for the multiple fails of Suddenlink and the 8 plus hours of my wasted time. One of the worst customer service situations I’ve ever been involved with.

Good service once established but extremely difficult, time-​consuming to reach anyone to make changes. Currently have been on the phone for over half-​an-​hour, reached wrong person, switched to another line and received message it will be another 15 – 20 minutes to reach anyone! Terrible service!

What a crap customer service.
They wasted 1.5 hrs of mine just to tell that they can’t answer my questions. They were completely unaware of the current offers about which I get mails every day from marketing team.

Horrible company. Horrible people. Interesting that the two positive posts show that they are from California. Perhaps they are paid posters?

When we moved to Flagstaff, one of the small things I was looking forward to was getting cable internet back again. After dealing with FiOs for almost a year, I was ready for something more reliable. Sudden Link fit the bill! Though I read some of the other reviews, I can honestly say, these folks treat me well. From installation to customer service and tech help, all have been spot on. I subscribe to the entire package; TV, phone and internet. I have not had one bit of problem with any of it. When we brought our TV’s in (after initial installation) customer service was quick and easy with remote codes, even with our antiquated Emerson TV. When I bought my own cable internet/​wireless router, not only did they help me get it hooked up correctly, they helped me get my wireless printer working to; that is above and beyond! When I returned their wireless modem, they credited me the time i was not using it. I highly recommend Sudden Link and the Sudden Link team. Bravo!

Many intermittent Internet outages. BAD if you do business by internet – as I do. We have satellite for TV.

If I could rate them a 0 I would. I have only had them for a short while and their internet service is great. Their TV and Customer Service is horrible. I have lost service in both the Olympics and the World Series, the DVR wont record unless I am watching that channel. As far as customer service goes if you have to call them expect to jump through hoops to get a hold of someone. And sometimes you cant even do that, I have been discontented multiple times and have been told that they cannot connect me to anyone at this time, please call back later. Also I have been asked to repeat my information every time as I get transferred around. I recently came the San Jose, CA and had to have Comcast. I thought Comcast’s service sucked but Sudden Link takes the cake on that one.

Not bad service for a cable company.
I’ve dealt with several cable companies over the years, Adelphia, Cox, Time Warner, Comcast, and the company that Suddenlink bought in Sedona, NPG. I’d rate Suddenlink as the best customer service of them all.
I only get Internet service from them, not TV so I can’t comment on that. I’m a very technical and pretty demanding customer for ISPs. I know what I’m doing and I’m not tolerant of spotty service or customer service that won’t listen to me when I describe that I’ve just rebooted before I called so I don’t need to do it again (forget describing that I’m sure it’s issue XYZ because I’ve done various troubleshooting before calling)
I started my service with NPG, before Suddenlink bought them out and became the cable provider in Sedona and they we’re reliable, nice in person, but clueless. Since Suddenlink has taken over things have only got better. I had a bit of trouble earlier in the year and ended up in a detailed discussion of upstream power level related to time of day (really outside temperature) because the 1^st level support tech had access to that level of detailed history for my modem and was willing to discuss it. She suggested I find a slightly cooler place for my modem before she sent out someone which might incur a charge. In another case, I had traceroutes that pinpointed which hop was introducing a ton latency, they responded to my email thanking me, apologized for the problem an explained in detail it was a temporary link while they upgraded their infrastructure. Well done!
Why didn’t I rate them a 5? Well, there a small company and don’t offer the very fastest speeds. I suspect that’s because there isn’t a market for it in Sedona. I get the impression I’m one of the few people getting and using their 15Mbit service.
Finally, to the reviewer that complained they are a monopoly. That’s not the fault of the company, That’s how local cable service works in nearly every city in the US. The city or county gets into a charter or contract with a single company so there is only one set of cable lines running everywhere. If you want another TV company, choose Dish or DirecTV.

Sedona has been waiting a long time for a real Internet Service provider. Finally real High speed internet! I have them in my home with a 15meg connection. There are 3 of us in my home and we can all be streaming HD video at the same time.