Where is Suddenlink Corporate office Headquarters

Suddenlink Headquarters Address and Contact

  • Address: 520 Maryville Centre Dr #300
    St. Louis, MO 63141
    United States
  • Phone Number: +1 314-315-9400
  • Fax Number: 314-315-9496
  • Email: N/A
  • Number of Employees: 885
  • Established: 1992
  • Founder: Jerald L. Kent
  • Key People: Dexter Goei

Suddenlink Headquarters Location & Directions

Suddenlink Headquarters Executive Team

Name

Title

Dexter Goei

Chief Executive Officer

Charles F. Stewart

Co-President & Chief Financial Officer

Hakim Boubazine

Co-President & Chief Operating Officer

Yossi Benchetrit

Chief Procurement and Programming Officer

Lisa Rosenblum

Vice Chairman

Terry Cordova

Vice Chairman, Business Development – Network and Technology Services

David Connolly

Executive Vice President, General Counsel and Secretary

Pragash Pillai

Executive Vice President, Customer Experience and Market Engagement

Paul Haddad

Chief Data Officer

Colleen Schmidt

Executive Vice President, Human Resources

About Suddenlink, History and Headquarters Information

A subsidiary of Altice, United States of America that is dedicated in providing seamless solutions of networking across the state. Sudden link provides high speed internet that has no comparison and the quality of its television is remarkable.

Dexter Goei is the main person responsible for all the operations of the company and the headquarters being situated in St. Louis M.O United States of America. Apart from providing high speed internet and quality television, other services provided by sudden link includes home security, telephone and advertising.

When we talk about the history, it has deep roots which meets classic communication somewhere in 1992. Classic communication was founded in 1992 but later it went into bankruptcy which resulted in its operations to fail. In 2003, a new investment revitalized the company and the cebridge communications that was founded in 2003 became the predecessor of sudden link communications.

Suddenlink Headquarters Photos

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  • Rebecca Carley says:

    I work from home and my internet has been going out almost everyday. I had to miss work because of this. The customer service is terrible. I only had one that actually helped me. How the f*** they don’t have an email address. Talking about that I don’t get a credit. I’m so sick of Suddenlink. High speed internet my ass. It don’t mean s*** if it’s not working. I never had a whole week that I had complete internet access. Why pay for something that don’t work. I’m going to end up putting myself at risk and go back to work. I need to be compensated for something.

     
  • mark jones says:

    on May 14th 2020 i called to try to straighten out my bill. The first rep Reham would tell me that the bill is correct and not in collections. then she say let me check my notes and precedes to to explain in detail the same thing that my account was closed 12/29/19 I told her it was 12/1/19 she argued then said i see it was 12/9/19. but the balance is correct and it is in collections. I asked for her supervisor and she wouldn’t let. finally i got her to give a number to call. VERY POOR service my opion dont use

     
  • eleanor hartmann says:

    since you were bought out by a candian corp you have become worst in your customer service..no e mail sent for my bill, no notice of change of prices.. no one to speak to

     
  • Kat says:

    Again I say like other customers worse customer service ever!! I was told I received an extension on my cable service until 4/12/20 on April 5 & would not be disconnected. Well they disconnected me on 4/7/20 I’m working from home and need my service. So I paid the past due bull with money I didn’t have. Left a message w/customer rep to have supervisor call me no one ever called. My account was noted with an extension it was an approved extension too. The customer rep was not engaged nor educated enough to tell me why I was disconnected. I dislike this company and I tell everyone to stay away.

     
  • Susie St. Andrie says:

    This company has the sorriest customer service of any company I’ve had the misfortune to do business with in a very long time. If I wanted to speak to someone who only talks OVER me and not listen to what I say I would call some foreign country. I’ve had this service for less than ONE WEEK and getting someone to listen to my issue is like I’m asking for entry into Fort Knox. They have even gone so far as to tell me I need to go out and BUY additional equipment even though they have stated the test they ran showed an issue with THEIR equipment!!!!

     
  • Robert Dillard says:

    Every month my phone and internet bill is incorrect.We continue to have to call We payed last month by check into the drop off box got the new bill twice as last month they said didn’t receive the check . We check our bank the check has been cleared.I been trying to contact them can’t get no answer. Suddenlink is not a good service

     
  • Steve says:

    This company is the absolute worst! My Internet bill went up with no notification. I called a month ago to have the speed downgraded to save money and I get transferred to three different people and the last one puts me on hold and never picks up. I then called two weeks later to try again and the woman on the line said to downgrade my internet service it has to be done in person at our local office, but it is closed down due to Covid19. Some Suddenlink reps came to our town to address service issues in a meeting with the mayor, city council, and customers. It was a joke. They do not care on iota about their customers. Avoid this company at all costs. Thankfully I will be able to switch to satellite Internet service this summer, and I can’t wait.

     
    • Esther Gonzales says:

      Steve your actually right Suddenlink has the worse Customer support people working for them and the billing employees are the same rude as hell!! But Suddenlink owners don’t care how rude their employees talk to us we should all switch cable companies cause Suddenlink they start raising their prices without letting us know. Suddenlink is no good.

       
  • Stacie Dumas says:

    This is the worse service I have ever had for internet/phone/cable, a week ago service was installed (not in accordance to our order. We have had 2 techs out since the original install and they still cannot seem to get their acts together to get the service I ordered correct. No wifi service (but hey it works right on their end), no phone service (even went out and bought a brand new phone to prove it) Oh and YEP you guessed it, it works fine on their end has to be our end. Waited over an hour and still have not spoken to a supervisor that I asked for when I originally called today.

     
  • Gail Wood says:

    Everyone should contact your State Attorney’s General Office and file a Consumer Complaint.

    Also fill out a Price Gouging form. Suddenlink increase phones without notifications to consumers during this crisis.

    I’ve attempted many phone calls to either get someone who does not a clue or either I get disconneded.

     
    • Esther Gonzales says:

      Gale Wood you’re right I’m with you on that we should all file a consumer complaint Suddenlink don’t care all they want is to cheat all of us like they did me. They even raised my bill without letting me know I was having to pay from $154.00 for internet and basic cable then they wanted us to pay for the following month bill i told them why then from $154 a month I’d get my bill and it showed $190 plus tax then it went up to $254 plus tax a month so i said forget it Suddenlink ain’t worth paying that much for cable, internet cause they raise the bill without letting us know plus I would always have problems with the cable and internet they’d send techs to my place they didn’t know what they were doing.

       
  • Bob says:

    This company is an absolute disgrace! By all means, avoid working with them if you possibly can! If its not the know-nothings in India working from a script in sing-song English, its the know-nothings in the offices with ridiculous language impediments and 40 IQ’s. CUT THE CORD!

     
  • Janice Hampton says:

    Wow. What a lot of complaints. I am wanting the address of the home office. I sent a letter to 520 Maryville Centre Dr. #300, St. Louis and it was returned as unable to forward from the post office. Please give me the correct address as this is the one on the internet.

     
    • Esther Gonzales says:

      Janice Hampton good luck on that I did the same and nobody ever called me back or answer my letter all they care is the money and cheating their customers and charging way more month by month. We should all switch cable companies cause Suddenlink is no GOOD!!!

       
  • Steven Massey says:

    We have been without Cable or Internet for 13 days now with Suddenlink. We have had several “maintenance appointments” with no one showing up or no phone call saying they won’t make it today. We have been unable to file for unemployment due to COVID 19 and need the internet. I have reached out to Rodney Faulkner who is our service rep, and nothing has progressed. We have reported this to the Attorney General and Better Business Bureau. I have also already paid on the 1st of April and have not had service since then. Help us to get this resolved ASAP.

     
  • Jesse says:

    Suddenlink has the worst service I’ve ever seen

     
  • patricia brown says:

    I have been having so many issues with my internet. I had a tech come out and do nothing. They just said we needed a thicker cable from the road to the house but didn’t fix the problem. We also got a call at 2 stating they were on on their way but didn’t show up until 6. The internet is constantly going out if the wind blows a little. This has become a great problem now since I am working from home. I am in the medical field and it is keeping patients from getting they care they deserve. I have been a loyal customer for almost 20 years. Since this has become Altice the customer service is awful (I can hardly understand them) and the product is lacking. I don’t have problems with my cable but my internet is the worst. My daughter has not been able to complete her school work and I am so aggravated just trying to do my job.

     
  • William C Parsons says:

    9-20-19: Called SL to provide service at Lancaster home. Appointment made.

    9-24-19: Appointment to install Suddenlink 1Gb internet and cable setup for 3 TVs. Day of appointment, tech shows up, hooks up 1 TV and leaves. Complains it too hot to work in attic. Later on, I hook up router, modem and tivo myself. Internet connecting at 50Mb. Cable TV spotty with abundant video noise.

    9-25-19: Called SL to complain of tech and poor Internet Service. Spoke with Paul on callback service who agreed tech was needed on site to resolve issue. Got disconnected. Paul did not callback nor did he dispatch a tech. Total time involved approx. 3 to 4 hours total.

    9-26-19: Made second attempt to contact SL. After waiting for 20 minutes call was dropped.

    10-4-19: Fresh out of hospital attempted again to contact SL. Established callback service. No return call.

    10-5-19: called SL again today as no tivo or cable TV in living room and still slow internet. Established callback service. Received callback from Paul who began troubleshooting internet problem. Gave him my number in case we got disconnected. Gave him CMAC of modem. Paul stated that as the modem was used on a previous account that he needed to deprovision it and set it up on new account. After almost 1.5 hours on phone he explained that this process would take time and that he would call me back in about 30 minutes. No call back. Internet speed improved to almost 100Mb. Still no cable TV or tivo.

    10-7-19: Called SL again this morning early. Wait time was well within reasonable. Spoke with Julia, explained this ongoing dillema and the desire to get a technician here to ensure all 3 TVs and internet as well as tivo were all working satisfactorily. She made an appointment for me to have a senior tech come to the house between 8 and 11 am Wednesday morning.

    10-09-2019: Suddenlink Tech came out today to repair internet and TV. Technician did not bring any devices to effect setting up other television or another tivo box to facilitate function of the front TV. He did contact suddenlink about it not working, was told that the account was on hold for an unknown reason and that they would work to address and resolve the issue and call me to let them know it had been done. No call as of 10:09 pm. Don looked at the internet situation and explained that the current modem I am using is not the proper modem to facilitate 1Gb speed. He explained that I needed to purchase a Docsis 3.1 modem with at least 28×4 channels in order to experience the faster speed. Don further explained that his hands were tied and that tech at suddenlink was aware of the issue and were in fact the only ones who could resolve it. Upon leaving he checked the ground at the box outside to verify that it was per spec. Asked him what I have to do get a box for front bedroom.

    10-11-19: Still no call from suddenlink about cable TV. Received work order number 73948664 in email today. Noted on work order that it was stated as being complete. It is not in fact complete. Also, work order was signed by someone other than me. W/O stated “Referred to action ticket. Account build (presumably billed) incorrectly. Tech #23277

    10-11-19(2) Received callback from SL 8:30 am. Explained issue to help desk. After failing to be able to locate signal from my box, the lady advised me to carry it down to the local SL office and get another one. Did that, and was informed by Gwen that exchanging a tivo was not possible. She said it is necessary to put in a repair order. While there she made another appointment to resolve this issue on Tuesday of next week. Gwen stated she would try to escalate it to an earliest date.

    03-02-20 After weeks of Internet speed ranging anywhere from 20Mbs to as little as 4.5Mbs and constantly rebooting I called Arris Tech Support and was informed by them that my connection was bad. They explained the respective values within the configuration page of the modem and advised the range they should read to get reliable service.

    03-02-20 Phoned Suddenlink immediately afterward to make an appointment to get a tech out here. Appointment was made for Tuesday between 2 and 5 pm on 03-03-20.

    03-03-20 7 pm. No word from Suddenlink Tech. Called SL and was advised that SL Tech would be here at 7:59. No word from Tech at all through the evening.

    03-04-20 Called SL again to reschedule another appointment after previous days no-show. New appointment set for Friday 1:00 to 5:00 pm.

    03-05-20 Called SL to reschedule again as I had forgotten about Bill Griffins funeral. New appointment set for 03-07-20 9:00 to 11:00.

    03-07-20 SL Tech arrived about 11:00 am. I was much relieved to see it was not the same one (Don) as previously sent. Tech checked cable at modem, went upstairs to attic, and finally went outside to check cable entrance. Tech replaced ground block on cable service entrance and signal was improved tremendously. Tech explained that service entrance was provided to several homes adjacent to me and that he did not have direct access to its direct connection at pole without getting access through neighbors yard. We did a speed test and service was running a solid 200+Mbs. I advised that the current speed was at least bearable and he left.

    03-07-20 Late in the evening I tried to stream services and could not. Checked speed and got 4.5Mbs. Rebooted router and got no improvement.

    03-08-20 Checked speed again. Improvement to 20Mbs. Still not acceptable. Made note to call SL again.

    03-09-20 Called SL early am and spoke with Michelle. She advised that there was an outage in my area. Outage began 03-05 and further advised that until the outage was resolved that there was little she could do. I thanked her and disconnected.

    03-09-20 Checked speed at 6:00 pm. Download = 3.4Mbs, Upload = 24 Mbs. Called SL. New appointment set for Wednesday 03-11-20 between 2:00 and 5:00 pm.

    03-11-20 SL Tech came out and finally discovered the problem. Austin said the problem existed from where the cable is tied in to a neighbors house. The cable has fallen and as he claims it’s full of water. He stated that this repair is out of his scope but that he issued a ticket for the crew to come and repair it. He said that the repair should be completed later this afternoon or first thing in the morning.

    03-12-20 6pm and service has not been restored yet. Called SL, they set an appointment for Sat. 03-14-20 between 2 and 5 pm. SL call center stated they would need to interface between me and the customer whose yard the terminal stems from in order to get access. I told them that I didn’t know the neighbor and for that matter wasn’t even sure which neighbor it is. She made the appointment anyway.

    03-14-20 Curthall called me about service. Explained to him that nothing had changed and that all was exactly as he left it when he was here last. He started he would escalate a ticket to get the cable replaced asap.

    03-22-20 Called SL last week to make sure that there was in fact a ticket to have line techs replace service entrance for cable. Was told by Paul that he did not see one and said he would make one as the history of my calls clearly showed its necessity. Service still running at less than 5Mbps. Television signal is also noisy and barely usable. Called SL again today to verify there was indeed a work order to replace the cable. Spoke with Shama who advised me that the nearest appointment availability would be Tuesday. I informed her that the last 2 techs that had been here said that the necessary work to be done was put off their scope. She assured me that she was aware of that and that the tech would be here to replace the service entrance for the cable on Tuesday.

    03-24-20: Not a peep from SL or any tech today. Into the 3rd week of trying to get a tech out here to resolve this now known and assured issue. We are into the 2nd week of state mandated quarantine. My son came back home today. Sent back by LA. Tech. University. He needs internet to complete his studies from home. I need internet to continue servicing my clients needs. Stuck in this house with an occasional 1 to 4Mb connection and barely usable TV service! Dealing with this issue since fucking September last year!

    03-24-20: Called SL at 8:00 pm. Spoke with David. Asked David if he was aware of the issue I had here. He began reading the ticket logs and said that a tech had arrived here sometime today and left without repairing the issue because he could not gain access to the tap. No one knocked on my door or rang the doorbell. David said that he put a message in the system for the tech to get back out here and fix this problem. He explained also that this was now his problem and that he would follow up on it to get it completed. He agreed with me that this was unacceptable. David said that if hears back from them tonight he will reschedule the appointment for tomorrow. If he doesn’t hear from them tonight he stated he would continue hammering them first thing tomorrow. I asked him if he was aware that the problem was discovered on the 11th of this month and still not resolved. He confirmed that this was evident in his ticket log. He ended the conversation with his assurance that he would not rest until the issue was resolved. I will note that he is the first SL Tech Support Agent that I have spoken with who left me feeling fairly confident that something would in fact be done about it.

    03-25-20: Began continued procedures to remedy this situation at 1:30 pm today. Having listened to SLs call center so much I am sick to death of it. Had to stop and go somewhere to cool down before I had a stroke or something. After cooling off for a while I began again the steps toward getting my service back up to par. Called SL back at approximately 3 pm. Went through the obligatory but completely useless troubleshooting procedures necessary to finally get put in a queue to speak with someone, 38 minutes later was disconnected.

    Final notes: My health can not sustain this sort of aggravation. I will be filing this with FCC immediately after I finish here. There are a couple of other matters pertinent to this I believe worthy of revealing.

    1.) I have been a Suddenlink customer for over 10 years. Most of that time I was paying over $200.00 per month for their fastest Internet and basic cable. I run a small business that requires Internet and for most of that time I was happy with SL’s service even though it was expensive. As a professional in the Internet-related field I can not begin to imagine the numbers of customers I have referred to SL in the past, 1 client of mine initiated a 4 year contract to SL for over $900.00 per month! Money well spent when the alternatives were considered. Now, we can’t even contact anyone with SL about business accounts to close that account!

    2.) The fact that appointments can be made by SL to send out a tech and then either cancelled or simply a no-show on the part of SL is deplorable! Not once, not twice, not three times, but four different occasions! To top this off, if the reverse were true, I would be charged a $65.00 fee each time. To compound this issue even further, all SL will reveal (perhaps all they know about the incidents) is that the respective technician simply wrote that they could not access the necessary equipment or “tap” to complete the service (without ever bothering to ring the doorbell or knock on the door) and at least once that I know of signed a Work Order as being completed in the place reserved for the client!

    Enough is enough Mr. Goei. Your company is going down the tubes. Do you, or Mr. Stewart, Mr. Boubazine, or Mrs. Rosenblum, do none of you care how your subordinates reflect your companies values? And finally, Mr. Pragash Pillai, Executive Vice President, Customer Experience and Market Engagement, does this behavior reflect the face you wish others to observe regarding your personal occupational skills? No one has bothered to reply to any of these complaints. Shaking my head.

     
  • Christopher foster says:

    Yes I would love to speck to someone from headquarters becues the way am been done and talk to and I done put a complaint in with fcc on the way I was done fcc says y’all can’t cut nobody off for 60 days but I guess that’s a lie no matter if u got a past due or not but here in beckley wv I guess thay don’t care the way thay do others at all becues I got told to pay it and I can have my WiFi back and thay dint have to listen to fcc and now I got told I disconnect and I ant at all and if u like I can send what fcc sent me today y’all have to follwer them rules and call and see what thay gone to work out with me and I did and still the same old stuff from them so I guess am calling them back to let them now that thay are nothing wanting to turn my WiFi back on for my kids and us that got to do work from home I guess thay really don’t care at all plz have some one to call me asps tyvm

     
  • Margarette Hood says:

    I would love to speak to someone from headquarters on the way I was treated and spoken to tonight with a customer service

     
  • Brandi says:

    I’ve been without service for 10 days. I’ve made 25 calls to technical support. I’ve tried one online chat with a technician. Nothing is happening. I can’t get anyone to help me. They have sent the same technician to my home 3 times. He keeps assuring me that he cannot help because he only handles issues in the home. He said the issue is on our outside line coming down from the poll. This issue is now affecting my job. I am a teacher. Our state has closed the schools for 2 weeks. I need to have access in order to teach my students online. I also have 2 children who need to take online classes with their teachers. I really can’t believe this is how this company treats their customers. They are the only internet provider in the area. There is no competition, but they still need to respect us.

     
  • David Harrison says:

    Has to be one of the worst companies I have ever dealt with. We are on our 12th call and have been promised 12 times that we would receive a call back. Just amazing, I cannot believe they are still in business.

     
  • Barbara says:

    Terrible experience with this company. Three tech visits to set up new service and still not connected. Third time was a complete NO SHOW!! and no call. Plenty of promises from the Retentions department supervisors that have not been kept either. Have you ever? OMG. Will be calling corporate offices as soon as they open on Monday. So glad that there are choices in this world. My advice: do not choose Suddenlink. Will post on every available social media website.

     
  • jb roost says:

    To: Suddenlink

    I am taking the time to write this letter to explain a foul up that occurred on the weekend of the 16th. It led to a series of events that should not have happened that made for a very unhappy customer. This isn’t about who to blame but a letter to make sure this doesn’t occur again to anyone else.

    On Friday the 14th at 1:10pm I completely lost the suddenlink signal. So I called the office and was told there was an outage in my area and to sit tight. So at about 4pm I called back because nothing had changed. Still no signal incoming. We spent 45 minutes going through various processes and figured at that time it must be my modem was disabled. But there was no power outage reported anywhere near my area. I was misinformed (lied to) about an outage that never happened. I called back again and this time I was told they would have someone come out on the 19th from 8-11am. This was totally unacceptable because of my medical condition and need for 911 access. After much pleading and begging my appointment was moved to Saturday 15th 8-11am.

    Saturday the 15th. It was now 4pm again nobody showed up I called back again and this time I was told
    the 8-11 had been changed to 10am-2pm. I then called Jay Heaberlin, he promised a Sunday 8-11 and I would be back on line.

    Sunday the 16th. Around 12noon a tech. Showed up and determined “My line had been wrongfully disconnected at the pole” and someone would be out shortly to reconnect it. At 5:58pm the hand of God passed over our house. I say this because I never saw a truck, person, or received phone call, nothing. The signal just snapped back on and all was fine in the hills again. This begs the question, have we been jerked around for the last three days when someone could just hit a switch and turned us back on? Just another unsolved mystery of life. I am seriously considering having an attorney look into this. I feel we deserve some kind of compensation for our downtime. My medical condition has suffered cause of this fowl-up.

    The whole problem is fixed simply by creating a new connection. This could have been done Friday the 14th. Suddenlink’s customer service creditably is tanked and that is sad because at one time it was great. As far as signing a more advanced system like Home Security or Altis out of the question. I am now looking for an alternative service. I have Email copies of all the forsaken appointments if needed.

     
  • Anthony says:

    Hi can I talk to someone who actually picks up and when they finally answer not answer saying yo dog what’s up. Chill out I’ve been on vaca all week. Then threaten myself and my family and hang up.

     
  • R. ONeal says:

    I waited all afternoon from 1:30 pm to 8:00 pm for a service tech to hook up my new service to my home on 2/25/2020. They never showed up, call or anything. I called them 13 times to see what the problem was and no one knew. I still have no service. Now they are telling me that it going to be tomorrow between 11:00 am and 2:00 pm.. I like most folks have a job that requires me to be at work. The this will cost me another 1/2 day of work. I’m contacting the Better Business Bureau today and also going to contact the main Headquarters in St. Louis Mo. I’am sure that this will go to someone’s desk just to be discarded.

     
  • A. Del says:

    I have had Suddenlink for about a year now, I have never missed a payment always paid my bill on time. After missing my payment I was disconnected, I paid my balance in full thinking my services would be restored , after a day of no restoration I called customer service only to deal with yet again more frustration, the person I was spoke with was a foreign person who didn’t have a damn clue as what was going and whom I couldn’t even understand. After dealing with this silly customer service, I visited my local office, I was notified that my service was completely turned off and canceled, although my bill was paid in full and there being absolutely no balance on my account , I would need to return my modem and start the service all over again as a new customer. They told me I would need to pay 100 dollars to start my service and a tech would need to come and restart my services, I was also notified that I would no longer be paying 115 or they call it customer discounts and that my monthly bill would now be 153.0 a month just for internet services. A bunch of local resident have experienced the same thing , I am now forced to report this to the BBB, only because I was NEVER NOTIFIED BY EMAIL, LETTER OR TELEPHONE that I would be getting completely disconnected for missing ONE PAYMENT. This company is a damn rip off for charging me 153.00 a month just for internet. I will be looking to take further action with this and just let wanted to warn other customers of how much of a rip Off this company is.

     
  • Kristi Horan says:

    Super frustrated with the customer service today. I called because the internet was not working, Spoke to Sandra, rude, unprofessional, not helpful. I asked to speak to someone else and she refused, I asked to speak to a supervisor and was told that it would be 24 hours (what kind of company tells its customers this?

     
  • (J.D.) says:

    02/17/2020.. This is the most horrible service in my entire life. I have not been in my new house 30 days. This is horrible horrible. Please anyone out there do not do not deal with with the company. This is not worst a dog to view.

     
  • Amy Swalls says:

    Absolutely Frustrated!
    My Suddenlink account was connected on August 3, 2019. On September 1, 2019, I moved. I cancelled my services at the previous address. I transferred the services to my new address. Suddenlink came and installed the same modem at my new address. The move and service transfer was handled wonderfully and all went smooth, or so I thought. I paid my internet bill via the online service on September 16th. The following month my bill was doubled. I noticed that the bill showed that I did not pay for the previous month’s service. I contacted Suddenlink. It was discovered that the service for the old address was not disconnected and the payment made on September 16th was credited to the account for the old address. Therefore, showing the account for my new address was still due for the previous month.
    I contacted Suddenlink. I spoke with several employees over many long hours on the phone. The September 16th payment was removed from the old account and credited to the new account since the service should have been cancelled on September 1st. I was under the impression that this matter was taken care of.
    On January 20, 2020, I received a letter from a collection agency informing me that I owed a company named Optium a total of $256.00 for a past due bill and equipment. I called the agency. I was informed that Optium is Suddenlink. I contacted Suddenlink. As of today, February 12, 2020, I am still trying to resolve this matter. The collection agency will report this on credit on March 15, 2020 if the matter is not resolved. I call Suddenlink and ask to speak with supervisors. I am told they are unavailable, but they will call me. I leave my number and do not receive a call back. The collection agency seems very helpful and are working on my behalf to contact Suddenlink also.
    I am completely and utterly amazed (and not in a good way) at the service from Suddenlink. I can not count the total amount of time that I have been on the phone. I have tried to be patient and understanding. I work for a business that undergoes programming conversions. I totally get the saying “gotta work out the bugs of the new programs”.
    This ordeal has been going on since September-six months. No matter how frustrated I get or how many times I call or how many times I have explained the situation or even the fact that I truly do not owe the $256.00………….I am the one that suffers from this. My credit will reflect a debt that is untrue and incorrect.
    And to top it all off, I still have Suddenlink service. I still have the “Optium Equipment” (the modem) that Suddenlink is saying I owe $100.00 for. I am in tears as I type this comment.

     
  • Leigh Johnson says:

    I have been trying to get cable hooked up since December 3rd at which time I paid I’ve had probably 6 different appointments with technicians that have either not shown up or cancelled (I have not cancelled once) they continually tell me a tapper or ping box needs to be put up they say they put order in for it and nothing ever happens I will then call them and all they do is set up for another technicians to come and when they realize the problem they don’t show up no one in the company seems to know how to resolve this problem I offered to cancel all together and get a refund but they assure me they can fix it I’m reaching out to someone that may help me resolve this problem please

     
  • deb says:

    suddenlink use to be really good…It has gone to hell…burns me up offers for new customers and jack prices on your old loyal customers..

     
  • Michelle Rivera says:

    Pissed off customer!
    I’ve had nothing but issues since Suddenlink installed altice! I have called multiple times & customer service is a joke, I’m speaking to foreign people that I can’t understand that do not know what they are doing. I have had sudden link workers come out that can’t fix the problem. Another issue is scheduling appointments and no one shows up. I don’t have time to call every other day to get the problem resolved. It’s been over 2 months and the issue has not been corrected, I mean what the hell are customers suppose to do?!?

     
  • Holly says:

    I cancelled with Suddenlink 01/09/2020. I was told I have services until the end of my billing cycle, which was 01/14/2020. I followed their return instructions using FedEx. I took the box, with ALL equipment, to a FedEx drop off location on 01/16/2020. I received an email on 01/20/2020 showing I owed them $595.00. When I called to question why they stated it was for the equipment. 1) my devices didnt end until midnight on 01/14/2020 2) I was told I have 7 days to return the equipment. From 01/15/2020 to 01/20/20 is 5 days. They use FedEx and FedEx told me they don’t pick up from drop off locations on the weekend. When I called Suddenlink the gentleman was rude. He wouldnt listen to what I was saying and I asked to speak to a supervisor no less than 10 times, which he refused. He then said I would have to wait for a call back and continued to argue. I hung up and called back. I spoke to someone else who was more helpful, but still not real helpful. Suddenlink is a crook.

     
  • Elizabeth Anne Villanueva says:

    I have had service with suddenlink for over a year and have been trying to cancel for half of that time. My wife and I have waited on every phone call to resolve nothing. Nobody absolutely picks up. They seriously scamming Americans by not responding. I have been charged several times my planned amount and now forced to just not pay my bill in order to be cut off. Unbelievably unprofessional option to cancel service. I have been to the brick and mortar where they just say “call this number” because they are unable to do anything in store. Last time customer!

     
  • Robert Jagneaux says:

    Hello I have been waiting over 3 months to get my switch rembersment I have sent all required documents to Suddenlink and still have not received anything. I’m on disability and my little money I get means a lot to me. Please check on this for me.

     
  • Erica says:

    Cant ever talk to a really person. Then when u finally get to talk to somebody they cant help u cause there is no record of u calling. Bill was supposed to be under 100 never is was supposed to have over 200 channels got my service cut off forget trying to call them cant ever get a hold of them and when I finally got a hold of corporate got talk to like I was a dumb! They want me to pay for service when I didnt even have services. They dont care about there customers. Will be disconnecting with them and would rather go to slow internet with a company that cares. Also got told when my services were being connect that suddenlink sucks guess I should have lessened to there worker and not got service with them!

     
  • Michael Streeter says:

    Help me please 252 864 6408

     
  • Michael Streeter says:

    I have been a customer or Suddenlink for 7 years on November 22nd I requested a second line of East installing my own an attack came out and somehow another he messed up my primary line I’m a disabled veteran and I have congestive heart failure I still don’t have any phone service I’m requesting that someone give me a call at 252 864-6408 to see if we can get this matter 6 thank you very much

     
  • Tina Barber says:

    They canceled my appointment and did not tell me and than said I never had one when I received calls and made one to confirm

     
  • Lisa says:

    I hate these people so much! I’ve been billed for a service for months that I wasn’t even getting. They can’t seem to find out how long they’ve been billing me anyway. I’ve called 3 times on this issue alone and been told it will show up on my bill as a refund. It didn’t. I sit and wait on hold for an hour each time. I’m currently on hour 2 of my 4th call to these idiots. Nothing is still accomplished after an hour and a half. I’ve been with these people 20 years and you’d think they’d treat a long term customer better than this. This is ridiculous! Being charged for unfounded late charges, unfounded remaining balances and on and on. They didn’t used to b like this. I hate these people so much but they are my only option for now. I’m writing a scathing email next to corporate.

     
  • ANITA WYATT says:

    I HATE THIS COMPANY NOW THAT ALTICE HAS BOUGHT IT OUT. I HAVE BEEN A CUSTOMER FOR 37 PLUS YEARS AND FOR THE LAST 2 MONTHS I HAVE HAD NO CABLE THAT WORKED CORRECT. I HAVE CALLED ALMOST EVERYDAY AND HAVE HAD SERVICE TECH OUT 5 TIMES IN THE PAST 2 WEEKS AND STILL CABLE MESS UP. A SERVICE TECH CAME OUT AND EXCHANGED DVR BOX THOUGHT THIS WAS PROBLEM AS SOON AS HE LEFT WE HAD NOT CHANNELS AND THEY CHARGED 60.00 FOR SERVICE CALL BECAUSE TECH STATED HE DID WIRING INSIDE OF MY HOUSE WHICH WAS NOT CORRECT, ONLY INSTALL NEW BOX WHICH DID NOT HELP MATTERS. MAYBE ANOTHER CABLE COMPANY WILL COME INTO OUR AREA SHORTLY AND PUT THESE PEOPLE OUT OF BUSINESS. I AM GOING WITH DISH AS I DONT THINK I WILL EVERY HAVE MY CABLE WORKING CORRECT.

     
  • Robin says:

    I absolutely hate this company now that Altice has bought it out! Suddenlink was never a great company for sure, but at least they tried! Now you cannot do anything on your online account because it is always down, the app is freaking useless and it also is always down, the customer service agents can barely speak English and even if they could they aren’t able to do anything to help and always route you back to the automated service. It is a d**n nightmare. Not one single month, since Altice took over, have I been able to pay my payment or deal with an issue w/o it turning in to a complete headache!!!! Now today, the system is down so I cannot make a payment arrangement. I spoke with two representatives and they both said they cannot make payment arrangements, it must be done through the automated system and that is down (with no idea when it will be functioning again)! This is total bs!!!!! If there was a company near me that had even a fraction of internet speed that Suddenlink has, I would be gone in a heartbeat! This company completely and utterly sucks now!!!! Worse customer service ever, worse online site ever, worst phone app ever. The only good thing about Suddenlink is their internet speed. I do not even use their cable service and instead I go through Direct TV for that because Suddenlink’s prices are ridiculous! This company is suckville for sure!

     
  • Another high paying dissatified customer says:

    I doubt this will do any good, but why not? the pages.suddenlink.net personal web space in the Conroe Texas area quit working about a month ago… when attempting to FTP a file to the personal web space, the file name indicates 0 kilobytes. The personal web space is still advertised, the explanation how to set it up has not changed. The web space index.html works but can not be changed. The worst part is NOONE in Suddenlink’s so called “technical support” knows anything about the personal web space that suddenlink provides to their customers. In 5 years I talked to only one tech that admitted that Suddenlink offers this service. This maybe way above the technical level of the average corporate office manager, but as a Manager with Altice, a good competent manager should be able to find some tech nerd that has a basic understanding and can possible fix the FTP server for pages.suddenlink.net/ … if anyone cares about customer service, then again, why not?

     
  • T Brewer says:

    The customer service is TERRIBLE!!! I have spent a minimum of eight hours on hold in the last month between personal and business service, with no solution. Yesterday on hold an hour and half, for business account, was transferred 3 time, the second person transferred me to sales, I am sure so she did not have to deal with the problem. When I told the salesman why I was calling he chuckled called them goobers and put me back on hold, after another 20 minutes our office was closing, so there mission was accomplished I had to hang up:( So now I am off to the local Suddenlink store, for the third time in a month to get this problem resolved.
    My advice to you is if there is another server in your area, USE IT!!

     
  • David Gravely says:

    Worst customer service of any company I’ve ever dealt with. Hold times on the phone now 60 to 90 minutes….ridiculous!! Their call center staff all tell you something different and they’re all wrong. You can never speak to the same service rep twice so you’re continually re-explaining the problem over and over. The good news is their CEO, Dexter Goei, makes millions and millions a year…for running this disaster of a company. Mr. Goei, you should give the money back, or invest in your people, so they care…because right now they don’t…..and it shows.

     
  • F.Washington says:

    I’ve had 15 “ Contractors/Technicians attempting to install Cable & Internet… Each time .. My work order says “ You have 7 pieces of equipment.. so we can’t install.”
    I went to the Suddenlink office in Lufkin, Tx. 3-times.. The two employees there .. searched their computer & stated “ We don’t show you have ANY equipment.
    He then e-mailed the Screenshot.
    Then.. 11/06/19.. same results.
    I’m happy to see all the comments.. will not choose SuddenLink.. Never had service..
    They have sent a statement $268.00.. Ridiculous.. You have to stay on HOLD for over an HOUR… then they tell you we have submitted a new work order.. no communication with the “TECH.Company” AWEFUL!!!!!

     
  • Linda Pearson says:

    Please report this company to FCC.gov. Their business practices are fraudulent.

    We have been without internet since October 11th. I have waited on hold for over one hour every time I call the customer service number. I have been promised a refund but never received it.

     
  • Steve lewis says:

    This company should change name to suck- link. Been trying to contact them for two weeks, wait time is “longer then 20 min”. Should be longer then you want to wait….

     
  • Marie says:

    This is the worst company you can ever have service with. I have been waiting for a manager called Adam to call me back. If you can find another provider do it. You will be sorry you ever got service with Suddenlink which is now an entity under Altice. They will not resolve your issue or do they care all their rep’s tell you the same story. All they care about is the bottom dollar and how they can take advantage of people.

     
  • Sabrina says:

    We are a business and we moved locations. It has been two weeks and they cannot transfer our lines to our new address. I would recommend using a different provider!!!

     
  • Cynthia says:

    This is the worst company on the face of the earth. Their customer service is worse that trying to talk to a snake to get anything done. The higher ups are only focused on numbers and not quality. This company needs to be taken down and off the market.

     
  • matthew rozier says:

    Who can Cancel this junk I signed up for>>> The bill is way different than the amount on what I signed up for. I have been trying to cancel services for 2 days now and cannot get anyone to talk to me or cancel this…

     
  • Jennifer G says:

    I am a current customer in Lufkin, TX and I have been trying thru Chat, thru phone for way over a month to speak to a supervisor and I keep getting told they will call me and no one ever does, I get told one thing on Chat and then another thing the next time on chat.. no one is consistent, I am a new customer and within two weeks of the install I called to complain about the picture quality, the rep said she will send a tech and said it would be a 60$ fee, I told her no, that if she sends a tech I am NOT paying that.. I was a new customer and the initial tech should of installed it right the first time.. and I am NOT paying that fee,, and yet I still can’t get anyone that can do anything for me, other than say a supervisor will call you, I am sitting here now again on hold its been 46 minutes now with no answer.. this is ridiculous.. and someone needs to assist me or I am not paying anything and will go to another company..

     
  • Doug Killian says:

    I have had four install visits and each time they have been unable to complete the work and we have to drive to the office in Georgetown Texas to get them rescheduled… an installer was out again today and the pre work was not done again. It’s like they don’t want our business… all I want is high speed internet and it is an inconvenience to install.

     
  • larry j reynolds says:

    sirs you charged us a late fee –plus i own my on modem 10$ a month rent –plus i am on the seniors plan just enternet –also viet vet–was told my rate would not change–and i have prof my bank show we paid ahead of your due date fix this or we will report you for theft

     
  • Leslie Anderson says:

    I am a complete loss for words for the horrible customer service Suddenlink has. Since Saturday morning we have not had phone or cable service and nothing is being done to resolve the issue. I have been placed on hold for hours at a time without anyone answering the call. When given the opportunity for a call back it take 2-3 hours to receive an automated call stating that there is not a rep available to give you a call. This has been going on for days. This is unacceptable to treat a customer this way.

     
  • Bill says:

    what is going on? I have been on hold for 2 days and still no one will answer the phone. We owe them money and have authorized direct deduct but it still isn’t showing up on our band or suddenlink.

     
  • Paul Charles Zacher says:

    This is the worst company I have ever dealt with. My internet was either completely out or so slow .3MBPS that it was incapable of filling up a single screen on my computer. After 4 days of finally reaching a service representative my service was up and running, at least it is now. The service rep refused to give me an adjustment on my service because his computer indicated there was no service interruption. Both me and my neighbor had no service during this period and, had gone through all of their little unplug this unplug that routine. I was left on hold yesterday for 2 hours trying to get through to their network department. After three days of calling I was finally called back this morning and I missed the call so I called them again. The rep also refused to give me any corporate telephone numbers. I am a retired district manager for ATT. I know a lot about networks and network problems. I take it as an insult for your employees, obviously at corporate direction, to refuse adjustments of a long time customer. The service wasn’t working no matter what appeared on your computer readout. I was the first person in my subdivision to get SuddenLink service and most of my neighbors have it on my recommendation. They too were out of service during this period and I hope they join me in looking for internet alternatives so they won’t to deal with such an inaccessible and non-responsive company.

     
  • Thomas Green says:

    I have tried to have installation for my residence in Cushing OK and have had three different men at my residence in the past month and am very disappointed. I still do not have one of the two services and was told that I would have to have an additional person come out to my residence to get that setup properly.

    I originally asked for service on August 25th and have been charged two months now for a service that still is not complete.

    After being on hold on at least 13 times for almost an hour each time, I was told by local customer service and “foreign” customer service that they could not help me at all. No one seemed to know what they were doing on the other side of the phone – even had them make comments that I should have chosen a different internet provider.

    I really disappointed and there does not seem to be anyone that I can escalate this issue to get resolved.

     
  • Fenesia Adkins / Bonnie Usher says:

    We are very disappointed and upset with sudden link service. After being on hold on at least 4-5 times for almost an hour I was hung up on or lied to. No one seemed to know what they were doing. I gave them all the information all these times and they could not find it. The supervisors were to call me back, but did not. This the Tyler, Tx sudden link. This has been going on for 2 weeks.

     
  • Charlotte Perkins says:

    No Customer Service available. Please provide Corporate office number. Or Colleen Schmidts number so I can file a complaint. Someone from headquarters needs to check on the Texas Branch. For 5 days I sat on the phone for more than 30 minutes with no live service.

     
  • Johnny Keel says:

    Never in my life have I experienced such BAD Customer Service as SuddenLink. SHAME…SHAME!!! I have been a customer a year and a half.This morning i upgraded some channels and they still are not working!!!! I call and get nothing but run around and put on hold. I have never had a company give me the run around like this. SHAME ON SUDDENLINK!!!

     
  • Nancy K says:

    Att: Mr Pragash Pillal
    So far this morn I have been on

    Hold for over 45 minutes. Hung up on 3 times. All because suddenlink is showing a offer I my area for unlimited service which by the way I have been a customer for over two years at the same address. In good standing, Your disclaimer for new customer only is misleading in very fine print. Why should I pay $50 more for service each month for the same services someone else will get for life because of your misleading ads. Plus I was supposed to be transferred to a chat rep but hung up on each time. Do you actually listen to your customers or is the company just for your $$$$$$ we are paying for?

    Best Regards ;
    Nancy K – Stillwater, Ok

     
  • SHIRLEY says:

    DEAR CUSTOMER RELATIONS,
    ON JULY 22, 2019 I MOVED TO A NEW LOCATION THAT DOES NOT HAVE SUDDENLINK, I WAS AT YOUR OFFICE LOCATED IN PINEVILLE, LA. WHEN THE DOORS OPENED. MY ACCOUNT BILLING DATE STARTED ON SUNDAY JULY 21, 2019 WHICH THE OFFICE WAS CLOSED. ALSO ON THE 22ND A NEW ACCOUNT WAS OPENED AT THE SAME ADDRESS BY MY RENTERS. SINCE I HAVE RECEIVED A BILL ADVISING THAT I OWE $90.91 FOR THE BILLING DATE OF JULY 21, 2019 THRU AUGUST 20, 2019.
    I AM ASKING THAT SUDDENLINK REVIEW THIS ISSUE AND ADVISE ME OF YOUR FINDINGS.
    ACC 001-3602-261424507
    SINCERLY
    D.S.

     
  • Richard Uherik says:

    I am in San Angelo Tx.
    The post office got my address changed by mistake and I have been trying for 2 months to get a replacement from Suddenlink who got it worse by employing illegal aliens with no English.
    I want another paper statement to pay this bill that is over $600 now.
    The alien at customer service says it’s against policy.If so and you stop service,you will not see the $$ and will lose at least 20%of area business.
    All I want is a paper bill.
    It’s due August 17

     
  • Larry Yarbrough San Angelo, Tx. says:

    Since Altice took over, Suddenlink has become the most poorly run company I have ever dealt with. The phone tree is abominable and most of the phone reps speak English as a second language which creates additional barriers to service. When Suddenlink actually owned the company, it wasn’t perfect but it was a good company to deal with and customer relations were also good. Some channels worked.Suddenlink tech messed it up, which I think makes it more imperative that Suddenlink expedite the resolution of this problem. We have gone through 5 modems in 3 weeks. We lost some channels and called YOUR TECH SUPPORT. 3 times they disconnect our entire TV. Your techs are most inept. There is a problem here that needs to be addressed, starting with YOUR tech support.

     
  • Ellen says:

    Having spent several decades in working with organizational design/redesign, I compliment your executive team in how well they’ve designed a system that protects them from the people who pay for the use of your product. I will be contacting the FCC to question some your practices I’ve recently experienced with your service. How unfortunate that such insulation can encourage your customers to seek others to provide the services that you are paid to provide but fail to provide customer service so that important questions could be more easily resolved.

     
  • Ronald Pearson says:

    I have been a costumer of yours for many years and have many questions about your service.

    I have been charged a $60 fee on 04/26/19 that simply is not correct.

    For one my service date is 04/24/19 not 04/26/19.

    The technician came on 04/24/19 and came in and checked my line everything was working fine at the time of the visit but not at the time of my call.

    He reported that I cancelled my appointment at the door on 04/26/19, that simply mis not true.

    I have had the worst service since I have subscribed for your service.

    Please look at my record of calls for service just this year alone.

    I would like this credited to my account along with all of my missed service time.

    06/01 – 06/30

    06/11/2019

    $170.93

    page1image75462000 page1image2218796560
    Access Code – 1511 Account Number: 001-8644-614413801

    Service Address:
    54 KINGWOOD GREENS DR KINGWOOD TX 77339-5339

     
  • cheryl Ann thrasher says:

    SUDDENLINK COMPANY IS THE BIGGEST RIP-OFF COMPANY THERE IS STAY AWAY FROM THEM BOYCOT SUDDENLINK

     
  • James marshall says:

    I am not a fan of your company – not sure if your infrastructure is old and crumbling, or if you guys are inept or just playing a bandwidth shell game with your customers. As a consumer that unfortunately subscribed to your so called “high speed” internet service, I have been charged $60 for two service calls in an attempt to fix my non-performing 400Mb internet service — note that I have only been a subscriber for two months. Your business practices are reprehensible and there should be a class action suit lodged against you for selling a service that you cannot provide.

     
    • Jacqueline A Keel says:

      I agree. My dad is 02 and his cable and phone keeps going out every two weeks. It’s such a mess. Thinking about sueing them.

       
  • Nicholas says:

    I have been fighting bad connection speeds since March of last year. I have had 3 technicians come to my house. I started out paying for 100mbps down and 8mbps up. I had to call sudden link for 3 months before I got a credit of $35 on my bill. I pay for 150down and 8 up. During the day it is fine but in the evening it drops to 5-10mbps down and 2mbps up. I called sudden link in March and they told me the issue was a bad node in my area and they would send someone out to get it fixed. I continued to have connection issues for the next month. I called again and they sent a contract technician out (scheduled between 8-12) I woke up at 7:30 because I heard noises outside. When I went out to look, it was the technician getting back into his vehicle getting ready to leave. He never said a word to me. My internet problems were solved for about a day. The next day I had to call again. They said they would send a team out to fix the bad node that was in the area. I asked if it was the same node as the last time I called and they said they did not know. About another month went by with me calling at least twice a week with issues. They sent out another Contract technician. He came in the house and looked at my equipment. He said he did not see any issues and I told him that during the day it is fine but at night is when I have the issues. He said he didn’t know a fix for that other than getting new equipment. I then went to the sudden link office here in Cabot and I switched out my sudden link issued router for a new one of the same model, the issue didn’t change. Again for a month I called at least 2 times a week for a month with connection issues. It was around this time sudden link gave me the $35 credit. They wanted to send another technician out but I told them that the last 2 that came out were not helpful and it didn’t matter because the technician could only come out during the day and my issues don’t start until around 7:30pm. They insisted that a technician come out and look so I told them that I wanted a supervision technician that was from sudden link and not a contractor service The sudden link technician gave me a different model router to use from sudden link and fixed a cable in my wall. The issue was “fixed” for about a week then back to the same problems as before. It was then they said they could give me 150 mbps down and 8mbps up internet for the same price that I was already paying for 100. They also told me that I could try purchasing my own modem and router and try that. I bought a NETGEAR – 32 x 8 DOCSIS 3.0 Cable Modem ($120) and a NETGEAR – Nighthawk AC2300 Dual-Band Wi-Fi 5 Router ($220). As I am a heavy video gamer and I stream my content online as a second income. After purchasing my new equipment, my internet was ok for about 2 weeks. And then back to the same issues again. Up to this point it has been 9 months with these issues and calling almost every day. I got tired of having to wait 45 minutes every time I call to speak to a person and not a robot that doesn’t help so I just dealt with it as much as I can. About a week ago I had to call because the internet was just completely unusable. I waited 51 minutes before someone answered I talked to her for about 5 minutes and then she hung up on me. I called back and had to wait for another 35 minutes. Someone else answered and she was really nice and apologetic. (Rebecca I think was her name) and I asked if she could transfer me to a supervisor. After waiting another 10 minutes I was on the phone with a supervisor and talked to him for a bit. He told me that there was a bad node in the area and the technicians were aware of the problem and would have the issue fixed as soon as possible. (This was the same bad node as before in March) The supervisor started getting really rude and then he also hung up on me. I live in the second largest city in Lonoke County and about 75% of us use Sudden link because the only other companies in our area is Hughes net and CenturyLink. Both are worse than sudden link. We all are having problems with the connection in our area. I find it pointless to call the support line anymore and am about ready to get a lawyer involved because I am not the only one that is having this issue in my area, but I want to try to get this fixed reasonably before having to get anyone else involved.

     
  • Deb says:

    •• HORRIBLE ••. FIX MY EMAIL!!!!! It’s been a month and after many escalated service requests, it still isn’t working. We keep getting told they will call us back, but never do. You are hurting my business. I can’t access my tax documents and other critical information. This is becoming a monetary problem for my business. This HAS TO BE FIXED!!!!!!

     
  • Elizabeth Brown says:

    Suddenlink has become a horrible company to deal with. Quality and service have severely declined in the last 3 years. My husband and I have been struggling for the past 6 days to get help. We originally had a problem with our phone line and the first tech failed to show up after my husband took off from work and waited in our family room for 6 hours. We called Suddenlink at 8:45 pm and the phone rep said it was noted that the tech “attempted to knock on the door at 6:55 pm.” He and I were both home and sitting by the door at that time and there was no knock, nor was there a truck on our dead end street, nor did our dog alert us to a stranger at the door. He never called us ahead of time as requested, and never called to report being lost or unsure of his location. When I questioned if dispatch had GPS on their vehicles to verify his location at that time, I was told that they do, but no one could contact dispatch and that the tech’s note was proof positive that he was at our door. No apology was given nor was any attempt made to find out more.

    After spending 3 hours on the phone that evening with numerous reps and some type of “escalated call specialist” named George, we finally rescheduled for the following Monday. The tech named Billy arrived within his scheduled time, but in attempting to diagnose and fix our phone problem, he broke connection to our internet. Four hours later, he determined that the outside tap was bad and he unfortunately broke the already weak signal and could do nothing more. He subsequently said he put in a work order for a new tap before leaving at 2:15 pm on Christmas Eve.

    We went through Christmas with no internet and called back today 12-26-18 to follow up. Our first rep (named Emir or Emil?) said he saw a note that the tap was changed out on 12-24-18 at 3:45 pm. Although skeptical, we went through troubleshooting with him and for a few minutes had a spotty hardwired internet connection that was quickly lost once again.

    After 3 more hours of working with the modem, router, and computer setttings, we still had no internet and even took screen shots illustrating the lack of connection. We called yet another rep (named Sharise or Sharia???) who said she saw no notes that a tap was ever replaced, despite that being documented as the source of the problem in Billy’s notes. Instead, she saw documentation that an aerial drop had been done on Christmas Eve. This was obviously not the solution to the problem, nor was an aerial drop ever mentioned anywhere in Billy’s notes. I’m actually skeptical that an aerial drop was even done on Christmas Eve or how that would pertain to us. She could not offer any explanation as to why the aerial drop was done, nor why the previous rep told us the tap had already been replaced. Needless to say, at this point our patience was running thin.

    After requesting another appointment to fix the tap outside on the telephone pole (we were very clear that this was the issue needing fixed) she told me the first available was JANUARY 29! Today is December 26! I explained that I am a physician who does a lot of work remotely from home and that patient care depends upon me being able to access my electronic health records. I have actually explained that to every rep I have spoken to (which is up to about 8 now, including supervisors) and that it is imperative I get my internet back ASAP. If a patient should suffer an adverse event as a result of me being unable to access their electronic chart, there could be serious repercussions for Suddenlink, especially since I have made it clear that lives could depend upon my internet access.

    Our internet was working until the Suddenlink tech messed it up, which I think makes it more imperative that Suddenlink expedite the resolution of this problem. She then tried to schedule us yet again another inside tech appointment. I told her this would not help because the problem does not appear to be in our home. Again, we reinforced the fact that the tap is outside on top of a telephone pole. It is hard to trust a company that doesn’t seem to understand the problem, never mind how to fix it! Once again, communication seems to be extremely poor and our level of confidence in Suddenlink dropped even further.

    At that point I asked to speak with another supervisor and waited a full hour to speak to one. Marsha was polite but very limited in what she could do for us. She is attempting to escalate the issue but cannot fully resolve it. She promised us a call in 24-72 hours from the “escalation team” but I am skeptical that I will actually get that call. Based on our previous experience, Suddenlink is full of empty promises with little delivery. I then asked that our bill be prorated starting 12-24-18 to reflect our lack of internet, and she said the company cannot do that and we have to continue paying for no service until it is fixed and THEN they will credit our account IF we call back once again.

    We are beyond frustrated. The lack of customer service is appalling. Who is running this company? We feel we have been repeatedly lied to, ignored, and trapped in an endless web of abysmal customer service. We are not the only ones with this experience. I have read numerous online reviews and spoken to countless friends who have had their service calls ignored, services bungled by incompetent technicians, and been given false information. One of the customer service reps named Esteban was downright rude to me, stating that I would need to prove in a court of law that the tech failed to knock on our door when both my husband and myself were sitting right by it for hours. We can see right through the front window and neither of us left the main room for fear of missing the tech.

    Since Altice took over, Suddenlink has become the most poorly run company I have ever dealt with. The phone tree is abominable and most of the phone reps speak English as a second language which creates additional barriers to service. We used to have a local call center in WV, which was wonderful to deal with. We used to get actual Suddenlink-employed technicians come to our home rather than outsourced third party techs who could care less about punctual and accurate problem resolution. Techs used to call before they came or if they were going to be late. I don’t know how Suddenlink even stays in business, except that you have enough of a monopoly that customers have no other choice. When Suddenlink actually owned the company about 3 years ago, it wasn’t perfect but it was a good company to deal with and customer relations were also good.

    It is hard to trust a company that treats its customers like second class citizens. Two years ago we needed a new aerial line and for 6 months we waited as appointments came and went without technicians showing up, the work order was put in incorrectly multiple times, and we became more and more unhappy with Suddenlink. I deal with vendors in my business that utilize a ticketing system for problems and I receive a copy via email every time and then receive a follow up email that the ticket has been resolved, along with a phone call. If Suddenlink would implement such a system, it would help resolve problems more quickly and accurately and make customers feel more valued and like the company cared.

    Depending on how quickly our issue is resolved, we are likely going to file a complaint with the FCC and cancel our services with Suddenlink. It does us no good to continue paying for service that we are not receiving. I would appreciate a response from someone at headquarters either through email or phone. Again, how Suddenlink handles this issue will determine whether you keep us as customers or we take our business elsewhere.

     
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