Absolutely horrible service. We have had to have technicians out on multiple occassions and we have to fight to get them here. Unfortunately in our area, it's either suddenlink or have a dish strapped to the front of our house. After a year, Dish here I come. Today a tech was scheduled between 11am and 2pm. We have been on the phone attempting to do something very simple... confirm our appointment as we have no confidence. Of course its 2:40 and the tech was a no show. Back on the phone to hold another 45 minutes. Always "longer than normal" hold times, regardless of time called. Prompts lead you to no where. Customer service is anything but friendly. And dont even attempt to "press 2 to get a call back when it's your turn" you'll never hear from them and have wasted that time. Paying for service we aren't getting. I wish another company would purchase them and put them out of their misery. Disaster. read more

If you cancel 2 days into your billing cycle, you will be charged for the entire month even though you have no service! Seems fraudulent to me. Got on the phone for a half an hour and customer service rep says I don't know how to prorate it; my computer won't let me do it! That's like saying if you sign up for service 15 days into their billing cycle, they can now back charge you to the beginning of their billing cycle, even though you never had service. read more

This company is not truthful or forthcoming with information to customers. We decided to try suddenlink cable, and got what we thought was a great deal. Within a few days we knew suddenlink would not work for us but decided to eak it out for the month. We set a date for shut off and they failed to shut it off. then we got the bill because we started mid month they charged us for a full month plus a half month, at full price not the monthly deal we signed up for. This was not disclosed to us at the time we signed up, because Lord knows we would have waited for the begining of the billing cycle. Also we pay for 400mbps and what we get is 88mbps download and 25mbps upload, their answer I'm sorry there is nothing we can do about that. Anyways if you are looking for a company that over promises and under delivers Suddendlink is definitely going to be your go to company. read more

The Internet service itself was just fine. My problem came when I canceled my service and returned the modem. I went to return it in person, but the person that I spoke with was having computer issues at the time so he took my info and said he would cancel my service. Well turns out if you cancel your service a week into the billing cycle you still have to pay for the full month even though you are no longer receiving the services. Had I known this I probably wouldn't have rushed to return the modem. When I spoke to someone later about potentially prorating the charges they said there was nothing they could do and I had to pay for the full billing cycle regardless of only receiving a week of Internet. Terrible customer service! They also don't seem to care at all but that is pretty well-known. read more

The absolute worst experience ever. I was promised a gift card after starting my service and paying for 3 months. I set up the auto pay and never received the gift card. When I called about the gift card they said they had no record of the gift card and would not honor that was initially promised. The mendacity of it all! What a SCAM! read more

These people were somewhat decent when I first started with them.. and now completely awful! The man I spoke with was rude and condescending to me for no reason I was simply trying to keep my service going with them ..well now guess what? You can say goodbye to my business. Learn how to treat your customers, terrible service wish I could give zero stars.. read more

Always dropping and always in a middle Of streaming a movie then impossible to call someone they make you go they your app to do troubleshooting that anyone probably already did prior to calling read more

How do I give negative stars, at least ZERO STARS?!?! Repulsive the way they treat paying customers. I'd rather go to the dentist without nova cane then strait to the proctologist!!! Just kill me now. Do anything you can to not have to deal with this outfit! Up to and including using carrier pigeons or smoke signals. I've switched to Verizon personal hotspot. Now very happy!!! Signed- You're welcome. read more

Always down! The down time exceeds their uptime. Horrible company. Must be run by NAU students. Not just a hiccup now and then when it goes down it stays down and that means all of Flagstaff read more

Kareem is the most helpful worker at this entire establishment. We have been having wifi issues since we moved into our apartment a week ago, and he is the only person who has been able to help. After an hour of working with us over the phone, providing helpful and clear instructions, we were able to fix our issue. King Kareem. read more

What an unpleasant experience I had with this business. Couldn't find where to park. Then was Treated with disrespect by the representative on duty. Sarcastic, unhelpful and demeaning. Then got charged for 25 days when I won't even be getting service anymore. Such a rip off. I don't recommend Optimum. It is anything but... read more

Absolutely the worst customer service on the phone. They do not want you to cancel their service. It took me 30 minutes just to cancel because the dude kept saying "one more question". When you ask for their supervisor, they tell you there isn't one. The international guy finally transferred me after my blood pressure went thru the roof from playing their stupid "we aren't listening" game. Then the game starts all over again. They do not get that they are overpriced and no one wants their service. The guy offered me 3 months at a lower price, the answer was still no. Fingers crossed he actually cancelled it. read more

Only because ZERO stars is NOT available! Do not use this company. Pay a little more if you have to, but get a more reputable provider. I wish we had read these reviews before we signed up with Suddenlink Unacceptable customer service. Playoff game today and service not available!!! Family drove up up from California for an afternoon of football and fun and service not available. Representative Alisha could not connect us with anyone else at the company who could help, not a manager or IT person or technician. She stated she did not have access to a Company directory to call for further assistance. How is that possible in a company of that size. Alisha stated she did not know what, if any, personnel was available in Flagstaff because she is in Texas! Wish we were never fooled by their promises of reliabil read more

This company offers the poorest service I have EVER seen. I am being charged $170 per month for BASIC cable and internet. My cable works fine fine, although the ONLY channel that is continually interrupted is FOX news.....hmmmmmm.....But my internet is disrupted 15 to 20 minutes each time, every 15 to 20 minutes. Does this sound like a good deal to you prospective customers ? read more

Made an appointment a week ago for internet service to correct intermittent service over the last couple of months within the country club. Drove 2 1/2 hours to make the appt today which was from 2 to 5. As of 7 this evening I lost it. I called and was told I needed my 4 digit security code which was on my bill or I could go online and get it. if I had service I might be able to get it. Oh the service person then indicated service was under maintenance in my area and I would have to reschedule for Thurs. I asked for a supervisor only to be told a ticket had been made and I could expect a call between 12 to 42 hours. Can you believe this is the service we are provided? Why can't Flagstaff contract with a service provider that actually provides service? We have Sparklight in Pinetop and they are great!. We deserve better read more

If I could give a zero I would - the worst internet service on the planet. Customer service is garbage.

I only give them one star because Yelp makes you. I'm on the phone with these guys more than anybody I know -- sneaky charges, indecipherable bills, shifting plans, bad internet service, they started charging to send out a tech, and (my favorite) their own website often doesn't work. read more

Worst company for internet and they have horrible customer service . They do not even deserve a one star.

Like many people on here have said, I wish there was an option for zero or negative stars. We are also in Flagstaff, where this is our only internet option (unless someone can tell me of another!). This company has been an absolute nightmare from the moment we moved here. It's only been 3 months, and we've had over 30 issues with incorrect billing, hidden fees, and TERRIBLE customer service. Anytime we call, we're on the phone for hours, it constantly disconnects, and no one ever calls back when they say they will. Simple grievances take over 30 minutes to explain, because they just stick to a script and don't actually listen to anything, so you end up repeating yourself. This company is seriously the worst, the internet is spotty, it's overpriced, and their customer service is atrocious. If you have the fortune to do so, please use another company! read more

Called yesterday, Wednesday, because our internet was running slow. They sent a new modem out, installed it, checked our connection and took our old modem with them. Internet worked for a few hours and then nothing. Tried for hours on the phone with them to reboot. Nothing. They can't get anyone back out here until Monday. If I had our old modem I would hook it back up. What a waste of my time. read more

Do not buy the Altice apple product they are trying to push. We did and now we are struck with a $200 product that will not work with the modem they put in. Trust me the techs that come out have no knowledge of how it works! The store says, we cannot refund your product. read more

I've been a customer since way before they (Altice) bought out Flagstaff's local cable company that was here back in the 1980s. Lamest customer service ever! You're guaranteed to waste time trying to navigate their stupid automated-telephone customer service which most likely isn't going to help resolve technical issues. And if you finally are successful getting through to a live person, no one there cares you're paying a lot of money every month yet having problems with their product, let alone actually understands how the cable and internet even works so your guaranteed to waste even more of your time trying to resolve issues that originate at their end. It's the only game in town so there is no alternative choice for cable. They're glad to take your money though, nickel and dime you to death for equipment and troubleshooting, and your monthly rate for even the most basic service will go up 3-4 times a year. No FTC oversight drives their culture to take advantage of you as a customer. read more

The absolute worst customer service in India. Unprofessional employee took 20 minutes to tell me the cost of an upgrade. Then transferred me to a recording that said they were closed. I'm done with them. read more

I honest to God wish I could leave a -5 rating. This is without a doubt the WORST company that I have ever dealt with. Their "unlimited" internet is not unlimited. They added a data cap even though I was sign up for an unlimited plan and then proceeded to charge me for months after it, even though I was assured I was back to being unlimited by their customer service. My bill was $44.42 a month for the first couple of months, then it went up to $72.43 and then it went up to $119.82 a month. The customer service call center is worthless. Least helpful individuals I have ever talked too. They cannot fix or change anything. Not even sure why they have these people on the phones if they "can't do anything about it." Truly a sorry, pathetic excuse for an American business. read more

I wish I could give them zero stars. What an amazing fall to have witnessed over the past several years.... They went from a company offering good speeds for fair prices, decent in-person service at the local office, a helpful US-based call center for customer support, and techs who could fix problems several years ago to an absolutely terrible company exploiting their monopoly today. They are the only wired internet option in my part of town, and the price has steadily gone up with nothing to show for it. Now, the call center is foreign-based and always follows the same script that doesn't help. I had one person at this call center recently give me "the other number" to get "extra help" and it turned out to be a scam line for a fake free cruise trip. The local staff are rude and appear to enjoy being unhelpful. The techs are frustrated over working for a shady company, and their scheduling system for visits is totally messed up. They added data caps to several plans and charge extra to remove it. And they sell plans with advertised speeds 2x-5x faster than what their infrastructure can actually reliably provide, are aware of it, and apparently have no intention of fixing it to deliver the products they are selling. And after investing in all the hardware to upgrade my home network and various devices to be ready for an upgrade to their advertised "gigabit" Internet service, it's highly unreliable and generally no faster than my previous 200Mbps service! The tech that came to our home admitted they can't actually support this speed. Their local employees just don't care, since (in their words) "anything up to 1 Gbps counts." I highly recommend filing an FTC complaint for false advertising, an FCC complaint for poor service, and contacting the city and state if you've signed up for a speed that they can't ever come close to providing. In my mind, they should either advertise and price their services for what they can actually offer or spend some of the revenue from their steady rate increases on improving infrastructure to make good on the plans they advertise as possible. If there are any ethical ISPs who actually intend to provide services as advertised and prioritize customer service (like Suddenlink used to), Flagstaff is ready for you and Suddenlink needs the competition! read more

Brand new with this company. It took 2 days to complete a basic installation because the tech didn't have the right parts. On the evening of our first full 24hrs (and opening night of the NFL season), we lose our cable signal on all channels. I call the company and after walking me thru a box reset, I'm told I'll receive a call in 24 hours to schedule a tech to come out. Unacceptable..!! I ask to speak to a supervisor and I'm told no supervisor will speak to me because there's nothing they can do. No offer to compensate for lost service or inconvenience. No effort by a supervisor to soothe a justifyably upset new customer. So sometime between 5pm today and 5pm tomorrow, I can expect a "call" to then schedule a tech to come out which may very well be the day after tomorrow. I may have the tech take out all their equip and call a satellite provider if this is how things are going to go..... read more

It has been very frustrating trying to work with such an unprofessional company.. wait time, "someone will get back with you," "please call back and speak with a representative who can better assist you" and so on. $60 charge for a tech. service visit that never happened (no show!) Insane. I don't know how this company will stay in business; definitely taking my business somewhere else. read more

I give this company ZERO stars! I have been getting charged monthly (200 dollars) for just internet!!!! Yes, just internet!!!! I have called the company multiple times where I try to explain my situation and they don't listen to me they tell me there's certain fees and nobody will listen to me don't waste your time with this company they are horrible!!!! I highly recommend Centurylink...... 49 dollars a month !!! read more

I"ve been on hold for 45 minutes today, May 11. I did not receive a bill last month. Want to sort out what my charge should be after getting the whopper May billing. The Flagstaff store is closed. No chat offered. At least I have internet. At least I have no outage. But I am furious with my wasted time for someone to answer. What a terrible, terrible business. and, how I now hate the song that plays for this interminable time.... Yes, I would prefer a negative rating. read more

Awful service, cancelled my auot-pay with no means to renew since switching over to Optimum. Who does this?

It is hard to even give one star to this company. We have a family business and would never treat customers this way. I have been on hold now for over an hour and still no answers. Also the message keeps coming on you are important to us and will answer as soon as possible ha! As soon as I finally get someone I'm going to cancel my service. read more

I can't really rate the actual internet service because I didn't get that far after I signed up. But the company is one of the worst ever and I don't understand why they aren't investigated for their deceitful consumer practices. First of all, I tried calling their customer service to get information about their service. Basic questions like cost, set up fees, etc. The guy answering the phone wants my personal information such as my Social Security number to answer my questions. I hung up. I live in Flagstaff and there aren't many options for internet, so I called them again. This time the customer service rep wasn't so bad and I signed up. I was immediately charged $198 (internet charges, hook up fees, etc) for service, but a technician needed to come to my home to set up service. The technician arrived the same day, but he couldn't set up the service. He said someone would call me to set up an appointment. The next day I called Suddenlink and spoke to a representative who sounded annoyed that I even called. He said someone was scheduled to be out to my home the next day to set up the internet. This was news to me. Of course I waited all day and no one called or arrived. I already went through the 'wait at home all day and not show up scam' with CenturyLink which is another shoddy company, but I was already using their service so I decided to stick with them. On 09/21/20 I called Suddenlink customer service line and cancelled the service. Several times I reminded the representative to remove the charge from my credit card. Several times it was confirmed and the customer service representative said this would be done. When the credit card bill came in, the charge remained and I continually checked my account to see if the charge was removed. I finally had to dispute the charge through my credit card company. Today is 11/24/20. Just yesterday this dispute was finally resolved. It took over two months to resolve an issue for a service I never even received. I know that where you live will determine the internet service available to you, but if you can, avoid Suddenlink. Other reviewers relay similar stories about unauthorized charges on their account. Believe them! It's true!! And if you are stuck with Suddenlink as your option, be vigilant with the bill. Buyer beware!! read more

Holy Moly - Super Bowl Sunday, people gathered and Suddenlink has an outage. Called Customer Service 7 times - 2 calls dropped, and 1 rep told me to call back in 5 min because she couldn't hear me on her end. Nobody could give me any info about what was going on - did i mention people gathered? $140/mn for iffy service. I get that things happen but a customer should always be able to eventually get to a live person that can give "real" information. Not impressed Suddenlink!!!! read more

I have had a lot of trouble with suddenlink in the past few months. I was enrolled in AutoPay which failed so I was charged a late payment fee. After spending over an hour on hold to speak with someone they told me that the problem was on their end but they couldn't give me a refund at the time. Then I got another B.S. charge for "restore service fee" when I didn't have my service go out or anything. I waited for another couple hours on hold to talk to someone and they said they were giving me a refund but its now been over two weeks and no refund has shown up and they're charging me the same outlandish rates for terrible service. Suddenlink is crooked and will steal from you if it gets a chance. There is also no excuse for such long wait times to speak to customer care other than they simply don't care about their customers. read more

Absolutely the worst customer service I've ever dealt with. Had to reschedule my installation. Website just kept coming up with error messages. The CSR's on chat were about as useless as tits on a bull. After being transferred 3 times, I was finally able to reschedule. Decided to cancel before they installed. Called. Transferred 4 times, spoke to 5 people and they couldn't cancel over the phone. Had to go to my local store. They have a customer frustration department in place of a customer service department. read more

This is the worst service I have ever had. I've had tech out and equipment replaced multiple times and each time within days the remote or box or both stop working properly or altogether. Wait times for representatives are forever called this morning it said less then 10 minute wait time, it's been 45 minutes and I'm still waiting. If I could give 0 stars i would. Also been trying to pay my bill online keeps giving me an error for over a week now, when i called in 3 hour wait for representative that time, they sent me to automated system that said a different amount then online, so dont even know if paying my bill, so i didnt use that system. WORST EQUIPMENT COMPANY EVER. Then when they finally answer they tell me $60 to replace thier once again faulty equipment, bo thanks cancelling service. read more

Kareem is THE BEST!!! My roommate and I moved into our apartment a week ago and have been having issues the entire time, but Kareem was able to help us figure out our issue and was so thorough and helpful. He even called us back afterwards to follow up and make sure our issue truly was resolved. We cannot thank you enough!!! read more

If I could give zero stars I would! Waste of our day with a tech who was here for 3 hours and could not hook up simple internet, couldn't even get ahold of his own company for hours!!! Just simple internet! This is not how to run a company!! Run and go to another company!!! read more

Slow internet. Poor communication. Calling someone that will actually answer a question is difficult

There is a reason this company has an average of 1 and 1/2 stars. Their total lack of efficient customer service has gone on long before COVID - 19. The hold times are beyond belief and trying to get a simply answer to a question is like asking someone to give up their first born. If there were another cable option where we live, we would certainly switch. Therein lies the problem. They have a monopoly and customer service is at the absolute bottom of their list of priorities. After spending over 3 hours tying to find out why I was told I have certain channels that I do not, I was told I could wait on hold again for a department that would tell me if we qualify for any discounts!!!!!! If I am a customer in good standing, why wouldn't we already be receiving the discounts. YUK! read more