Awful, awful customer service! Really hoping another company comes in so we have an option for cable and internet services.

WORST INTERNET EVER!!! I've only had them a few months and I constantly have problems with the WiFi not working or having to wait an entire 12 plus hours for them to get it back up and running. Horrible customer service. Slower speeds. Not worth your money. read more

Been with Suddenlink over 7 years. Easy to work with and good servicer. As a longtime customer the offered mr a very attractive price plan. Initially we bought our own modem-router, but later we decided to lease their Arris . Very happy with coverage & service.. read more

It's been 5 days since my original installation date and I still do not have internet, cable or phone. This company feels like a shell company. They are impossible to reach and when you do reach them they give you the total run around. read more

Absolute terrible customer service. Can someone explain how a company is still operating? LESSONS TO TAKE AWAY - If someone shows up at your house do not let them leave without more than verbal confirmation - I would video record conversation with technician - ask for technicians cell number, check to make sure it is the right number - ask to see notes recorded - I would even ask to see that the notes have been sent in Here is why: Sudden link is experiencing high volume currently due to pandemic. They were able to schedule me a week out to transfer wifi in my new house. The window was scheduled from 2-5pm. No one showed until 5:30pm and asked politely to reschedule for the following day at 8am. Not a problem, understanding it was raining and he was by himself. By 10am the following day and no phone call or sign of sudden link we decided to call to see what the issue was. We waited an hour and a half for someone to tell me there had been notes that someone came the previous day but did not say he would come back by 8 am. Customer service encouraged me to hang up and wait as he would arrive at some point today - not confirming a time of arrival and not confirming that the man would even show up. I would not accept this as an answer as I waited an hour and half in hopes that someone could send our guy a reminder as he is human and maybe genuinely forgot! All customer service could recommend is that he transfer me to someone that can make a new appointment for me. I am a teacher and have already waited a week to have internet. My kids are counting on me to zoom call with them, to send activities, to provide some normalcy during the pandemic. I teach middle school, it's such a fragile time and I have over 100 students!! This did not help make our situation urgent nor did the fact that I had an appointment. I was able however to get the customer service agent to agree to call me at the end of the technicians work day to see if he had arrived. He did call me exactly when he told me he would which I appreciate greatly. However, when I told him that the guy did not come and I hadn't received a phone call he quickly began to transfer me to the next employee. I figured it would be a manager as I had asked numerous times to speak to one. However it was the scheduling department and I was told there were no available appointments until April 14th (original appointment April 3rd). She would not transfer me to a manger either. She advised me to get more than verbal confirmation in the future. I'm not sure what this means? Should I have recorded the technician agreeing to come the following day? Should I have not accepted him to take the safer route and come the following day? She couldn't answer my questions and hung up on me. I called again. As all I have been instructed to do is hope and wait that someone eventually shows. I tend to trust others and take their word but by this point I no longer feel comfortable doing so. I ask again to speak to a manger. This employee explains to me that there aren't any managers on duty due to pandemic. And says she can send an email or request for a manager to call me Monday. I said okay but I'm going to need documentation of that. She cannot provide that as she said she cannot cc me on the email nor can she take a screen shot of the request. All she can do is reschedule appointment and send a request to manager with NO guarantees that either of the two requests will be filled. I do not want to accept that as an answer. At this point I'd like to speak to manager (remember no manager on duty) or have someone at my house the following day. She cannot do either. She leaves conversation for a brief moment and comes back to line and says "per leadership she can hang up as she is not able to help me within her department". I respond with oh, so there is leadership on your location currently? She did not answer and ended the call. It is apparent this company does not treat its customers well. Comments going on forever, there is a 1 star rating. I am just trying to provide information that will help others within the community! read more

, 10 + years as an optimum internet customer. no longer now a longstanding customer. television service was unstable, service technicians they sent to fix service problems for both internet and tv plans never resolved nor fixed problems optimum has providing the service they sell. throughout all those years as long-term customer with unstable internet connections television service problems never fixed, we were still billed and we paid for those rates which were unfairly high and expensive. rates increased of course but we paid for services we did not receive for years and never received any credit adjustments. have a bill with them and factually going over numbers and not receiving what we paid for over a number of years having to put up with less than operable equipment as well this bill needs to be erased completely!!! we have not taken action about this yet but will since i think they won't make good on it. we refuse to pay a ​bill for services charged over a period a year's when and where we did not receive the expected plan internet speeds along with interrupted television signals while having to use cable box , and router modem failure issues frequently. they received a lot of service bill revenue from us and we got rotten internet and television connections, outdated controllers cable boxes, faulty modem router equipment. month after month after month we would have to get with them to fix the never ending service problems, sometimes charged for the technicians to make home visits for repairs, and like i have been saying repairs were pointless because services we paid for per the plan we chose were barely received. all in all, so many problems dealing with billing department errors,service technicians that lacked knowledge to fix & repair. i feel we were unfairly treated and overcharged massively when considering we continued to be long-term customers. i've analyzed bills paid services not received and i am outraged that there is an outstanding bill now. optimum as they operate as now needs to fix this - make good of it - issue necessary credits - zero out any outstanding balances due, and don't use delay tactics to avoid this problem - ​this issue wont ever go away, ​if that's what optimum expects to happen if ignored and are unwilling to make good on your part. don't respond with "we are reviewing this, it might take time" take care of it as it should be. never to escalate into something like is: the former customer reporting they're experiences with optimum, leaving a lengthy review as to what happened to them, being told the balance need to be paid - every bit of lost use of internet television service incurred by customer with a bill unadjusted to reflect a reduced bill because bad service and bad equipment was given out! never issuing credits, not resolving customer relationships ignoring anything wrong on your part, etc etc etc!!! is this how customers are to be treated? we're not the first either! as i've seen. under whatever company name they take on - suddenlink - altice - optimum, failing to provide services as agreed to by service contract, to longstanding customers all the while continuously accepting bill money is sadly wrong & says something big about this company; that it is conducting operations poorly and needs to regroup. read more

What a horrible service provider! They continue to have outages every where across the U S that they operate! It is a shame they are the only choice in many area! read more

We've had horrible service without resolution even though we continually call & have techs out. Movies need to be repeatedly rebooted, dropped Zoom calls, internet drops for hours. Today, a supervisor was to come out after repeated techs, and guess who shows up?-Another tech! He called somebody and just another tech came. We demanded to speak with a supervisor and finally did. His name was Rudy Orzoco. He stated that what we have been dealing with is ridiculous and he and a bucket truck would be at our house today to throughly test everything. We asked if he would be knocking on our door to let us know when he arrived and he said yes. At 5:30, he still did not show up at our house. He absolutely lied to us about coming.I found a number to his direct business (which he contracts with Optumum). I spoke with his boss and that he must have missed spoke or we did not understand him correctly. We wasted a whole entire day on these people once again. To add insult to injury when we called Optimum another supervisor, Shavon, said that we were going to be charged $60 because we asked for a supervisor. Nobody ever stated they were going to charge us to have a supervisor come out for horrible service! This is absolutely insane! Not one time have they gave us credit for the over a year situation we've been dealing with and now they're going to try to charge us! DONT USE THEM! read more

I have never had a worse customer support experience! Shotty Service! Takes an hour to navigate the phone promt that is setup to reduce incoming calls at all cost to their support line. They CHARGE you when their service goes out to have someone come out and check your service!!!!!!!!!!!!!!!!!!!! I MEAN REALLY!!?!?! and they did not even tell me about it!!! I had to notice my bill go up by $60! I called them and they said they could do nothing about it and instead tried to sell my a subscription fee to cover having their techs come out!!!!!! This company needs to be purchased by someone for a fraction of what they are worth and revamp them! THEY DON'T REALIZE THAT PEOPLE ONLY PAY FOR THE VALUE THEY GET!!! read more

If I could do less than a one I would. This is meant for the suddenlink company in general in the Georgetown area. I know they are land locked there so hard to find any other provider. They are horrible! Raising the bill every month with no valid reasoning, calling and talking to someone is a nightmare, and to be honest the cycle is continual every month. I think this company is a joke. Funny thing is I know several people this has happened to. Run far away if your considering them as your provider. read more

We have called them numerous times just to set up our TVs. Every time we call, they hang up or disconnect the call and we call them back. They never explained how anything on the remote works and didn't set up the remotes We had to have 4 visits from them to understand that we needed 2 additional boxes. Now we can't get the DVR to work and they are no help again. We are stuck with them because they are the only people that service our neighborhood. They are terrible. They also did a terrible job of wiring the cables. They left the cables really long and messy looking read more

$39.99 a month for life sounds nice for internet. Why then do I pay $84.99 a month for the EXACT same service? They say they can't change it. read more

Optimum - Georgetown - $39.99 a month for life for internet sounds great! Why do I currently pay $84.99 and am told I cannot change? - Television Service Providers Near Me - Georgetown, Texas

There truly needs to be another provider available so that we are kit forced to use Suddenlink. Started using them a few weeks ago and initially we were told they were forced to give us a bad modem first (the installer said he knew we would have problems). So they replace the modem (forcing us to have to reset password on NUMEROUS devices). Problem still not solved. The service just totally sucks. Someone, please ANYONE give us other options for internet! These guys don't even earn one star! read more

Over the years we have dreamed of Suddenlink's service improving. It is just that -- a dream! This company is a nightmare!!! We were told 2 months ago that our bill would remain the same until January 2021. Our bill this month November 2020 went up $20+ proving that once again they lied to us. We called and held forever. 1st person said hold please. 10 more minutes later another person answered. We asked about our bill when suddenly her computer went out -- completely! Yeah, right! Nothing she could do because of her "failing" computer. We asked her to call us back. She said no you call back in 2-3 hours! What? These people must think they can't be voted out. Wait! They can't be voted out because The City of Georgetown has an agreement with them for cable service! Oh happy day! They are like Covid - silent and deadly! read more

What is the point in having business hours if you aren't ever open during your actual business hours. Beyond fed up with everything suddenlink. What I wouldn't give for them to no longer be a service provider in our area. read more

I had an appointment scheduled for today between 4-6pm. I went to check my app to see if the tech is still on time because it is 5pm. I see that my appointment was changed to tomorrow 8am-5pm. No body called me, no emails, no anything. I made sure I was home in time for the technician. I call suddenlink customer service. The lady(smacking her lips at me and sounding annoyed when she answered) proceeded to tell me it's not on suddenlink, because the tech put it in the notes. I have no notes and no tech showed up. All I needed the tech to do was pick up the tivo box so I don't get charged $465 because I decided not to have cable anymore. Seriously, no call, no email, no text, and customer service says it's not their issue... read more

If I could give 0 sars I would. I am a brand new customer having ordered internet, cable and their cell phone service. I was told that they would be there here today between 2 and 5 p.m. 5:09 and no show and no call. I'm calling and texting customer service and all they can do is say sorry. They told me basically they lied when they said 2 to 5, that it's really all day. So it's 7:00 and now they are telling me that they have an appointment 4 days from now! 45 minutes ago they said 2 days but now all of a sudden that's change. Basically they took my money and said fu. read more

These guys think more of themselves than they do of their customers. I had someone from their "Retention" department give me a most difficult time over $20.00 that I paid for speed I was not receiving. She claimed not to have a boss, and that final authority to deny my request rested with her. Everyone has a boss. The upshot is that I will get a credit on my next bill, and they will send someone out to remedy the issue. There is a great line from "The Music Man" where Robert Preston who plays Professor Harold Hill, is called a "Bald face, two-bit, double shuffle thimble rigger." You decide for yourself if that description applies to Suddenlink. They are no longer the only game in town. One more thing, don't order or upgrade your services on-line. Talk to someone before you press enter. read more

They haven't bothered to update their store hours at all online. They now open at 9 Monday- Friday. Seriously inconsiderate. I really wouldn't expect more from them though with how bad their service is. read more

Do not go to this compan. They steal. Someone stole my PlayStation 5 and didn't even hook up my cable right because he was so busy stealing. I still have not gotten my cable hooked up. They keep giving me dates and don't show up, even after I have been charged already. I'm going to report to the BBB. read more

HORRIBLE! I've have moved from to NC to GA and everything worked. Once I move to Texas, it was a MESS. In the 3 months I've had to replaced 3 Suddenlink boxes They were all programed wrong. When you try to call them, it takes at least an hour. If you have the option to pick something other than Suddenlink, DO IT. It will be al lot better than what we have. read more

AVOID THIS COMPANY: Poor installation, equipment and the worst customer service ever! Cancelling the service was also extremely difficult and very time consuming. Unable to terminate service online and no one would answer the phone on Sunday (day before a new billing period began) nor was their store open. Called first thing Monday morning and spent an hour terminating the service only to be told I would have to pay for the whole month because I didn't terminate service one day earlier! Really??? read more

I don't even want to give them 1 star. Customer service is terrible. I walked in and returned my equipment after having service for 13 mos. Told them that I no longer needed their services as I was tired of the consist interruptions and the fact that now that it was no longer sudrendlink, the service was not improving. I signed up with another service and Optimum Georgetown won't stop charging me and keeps cutting me off while on phone to demand my credit card be credited. They actually told me that just because I didn't have their equipment anymore was not proof of cancellation! I give this business very poor reviews as not only is the internet service unreliable, their customer service line is worse and now I have to go back in and tell them in person again that I was done with them. I've had to lock my credit card because the refuse to stop billing me and told me on phone that I had to talk to closed account department which was only the 3rd time to be transferred and then disconnected. After several business days, to return charges, they have not complied. Now I will summit this review to yelp, notify better business bureau and have my credit card company do their thing to get my funds back. Save yourself this harassment. read more

I am reluctantly a Suddenlink customer for Internet service. Be aware that Suddenlink charges unwarranted late fees. Suddenlink's consumer practices are misleading, and their customer service for billing issues could not be worse. They apparently use late fees as a way to make more money. I strongly recommend avoiding Suddenlink if you have an alternative. I will be dumping them as soon as I have an option. read more

Terrible service. Cares nothing about helping but happily charges for service not provided. What an awful experience. This company has somehow kept other providers out of the area. I strongly recommend using satellite over these crooks. Any service you can get from them is going to cost more in time and money than it could ever be worth read more

I'd give no stars if it were possible. Our business has been without internet for 3 days. Can't process credit card payments, no overhead music for our guests, and our reservation system is web based so we are referring to pen and paper. Technician failed to show up for two separate calls on two different days. Can't wait for AT&T to come to Georgetown. Suddenlink holds a monopoly here and has no sense of customer service as there are no other options. read more

If I could give a negative mark, I would do it ! After my review, I went to their office and guess what ? More than half an hour wait and I was lucky, as it was 1:00 pm I asked why in 3 months my bill has been increased $53 ? I do not want to get into details, but as I told the girl who was barely okay for a customer service, they set a very complicated system, so, it is very very difficult to understand their numbers and the way they count. All in one, they increase at the beginning of the year quite a bit the subscription and plus my problem, I am now $53 more this month than I was in November. As I told the agent, as soon as there is another reliable provider in my neighborhood, I will be done with this company ! The little cherry on the cake : they do not even bother to clean their cars. That reflects as well the bad customer service !!!! read more

How can this company still be in business.??They honestly should be sued. I cant even begin and I've had them for two days. Most incompetent techs ever. Can't get anyone on phone at any point. The phone service even hangs up on you. Its 2020 and this is the beat they can do? I had At&T and moved to a new home and I'm forced to have to use this POS company .. read more

I called October 3rd 2018 to get internet cable and phone service with this company. Kim was the representative who screwed me over on the phone. I was told I would have their "Premium" service with all football and starz all kids channels highest speed of wifi and phone service since they do not provide internet without it. My first bill was to be 241.88 w/ TAX "NOT A PENNY MORE" was confirmed by KIM and that did include a $49 install one time charge. Obviously bill is higher. I called and spoke to Breanna and she was no help. She said that I was not charger for Installation, well its on my bill. Breanna said that the whole bill was wrong and that I would get a call back from someone in a different department to review and speak about the error in the bill and charges due. Well she called me back today 3 days later and she didn't even say where the call was from asking me to speak about my account. VERY UNPROFESSIONAL! On my call with Breanna she says the charges are confirmed they are correct and they could not help me any further. I asked to speak to a manager at this point! Spoke to the customer service MANAGER JAVON who is also robot of this company and he was no help. Offering me a 50 dollar credit on a bill over 100 dollars incorrect. I want what I was promised not a half a** apology. after I said I was still not content he was ready to hang up on me. Not until I threatened to cancel my service with them did they transfer my call to TAMMY who was an Angel did they help me. That is the ONLY Reason they are getting one star.They were able to reduce the cost of the items I did not agree on like "SAFE GUARD" and installation charges that were way! over the $49 installation charge Originally by KIM. These people want to make everything sound great on the phone and they screw you over once you hang up. They service of the WIFI CABLE AND PHONE I have no complaint over. This is mainly the CUSTOMER SERVICE. They do not care for their customers and they are one sided individuals who are arrogant and rude. They are extremely unprofessional and they have to do a better JOB of finding appropriate individuals who can explain information correctly and efficiently. I have worked in customer service for over 10 Years and have never treated anyone with such disrespect. if it was because they did rectify the situation I would send them to the BBB and an immediate corporate complaint. It is also ILLEGAL to ask a custoer for information (personal account info) without stating who they are, MS. Breanna you need better training! I will not be recommending this company to anyone. Suddenlink in the future please remember that a customer will tell 500 people how S****Y you are and not how great you are. read more

We started a new drinking game called "Suddendrink". Everyone takes a drink when Suddenlink goes down. We were all passed out in 30 minutes. read more

I would give this negative 5 stars if I could!!! I hate that this company is our only option. They are GARBAGE!!!!!! From every single aspect of the company. We needed a home phone and now 5 weeks later still not working and no one knows why!! read more

the good part about them is that they will always charge your card on a timely basis, even if you've cancelled services two months prior and are still charging your card. they do have great prices. they could have easily charged 4-5 times higher rates than anyone else since they are the only provider in the area. but instead, they only charge 3 times higher than other serves from other areas. so thankfully it's only 3 times as much, it could be worse. read more

Worst Isp ever! Ive been without internet for 4 days! Because the previous owner of our apartment requested a transfer of the service even though the account that has our name on it and now they are telling us we need to make a new account and get a whole new modem set up, like how does this even make sense?! And Ive called them the past 3 days trying to fix this and been told three different things each time for something that shouldn't have happened in the first place. read more

At the beginning of the COVID pandemic I was without WiFi for over 10 days, through numerous calls with no resolution I finally replaced the modem which resolved the issue. That was in April, since then, I have called and called trying to get them to stop billing me (I have the fedex tracking verification). I am promised callbacks each time I call and have never been called back. I am seriously considering moving out of Georgetown just so I don't have to deal with this incompetent and expensive service. I had the coronavirus...dealing with Suddenlink is worse than the virus...I promise you that. read more

I'm one of the masses. Got an "introductory" offer of $128 a month for basic cable and internet. Now it jumps up to $173 a month with no warning. When I call to customer service--let's call it customer "disservice"--they tell me that they can't save more than $10 a month. "What if I drop the cable TV, since I don't watch it?" They tell me that the price would drop to $128 a month, BUT I would lose my promotional credit and could have to pay $120 a month more! "Wait, you're telling me my current service *should* cost almost $300 a month?" "Yes sir, that's what I'm telling you." Unbelievable. This company is a local monopoly and leverages that to gouge the consumer. And, of course they played the whole game, trying to get me to hang up with long hold times, long times to "access" information. Give me a break, you're a communications technology company and it takes you six minutes to pull up my account? Their raising my bill $50 a month is outrageous. Their customer disservice is insulting. If they had actual competition, they would be bankrupt (or learn now to treat customers). read more

Suddenlink promised me $100 Amazon card after being with them 90 days and not missing any payment. I have always had them auto-withdraw the payments so I've NEVER missed one! I began with them 12/2019. I've called them 5 times to get this resolved and they keep giving me the run around! I will be posting this information on Yelp and anywhere else I can to let people know they are LIARS and that their "deals" are SCAMS!! read more

OMGosh! I have spent nearly 3 hours in 2 days on hold only to get people who do not know what end is up!!! I still have not gotten our new home in TX setup with WIFi or T.V! It is 3pm PST and the corporate sales department is CLOSED??? Comcast would never allow this to go on!! Unfortunately, Comcast is only in Houston TX!I am NOT looking forward to dealing with Suddenlink. I have a terrible feeling about them all on my own. Never mind all the bad experiences I have read about from other customers online. read more

If I could give NEGATIVE stars I would. These people are incompetent and rude. They don't listen to the customer and refuse to help with any issue. Their billing is deplorable,. Avoid them at all cost!!! read more

Internet is always down multiple times per day. Goes down about same time every day. Help line always the Modem needs a reboot - wrong. Price seems to go up every quarter. read more

This company gets 0 stars. This is one of the worst run cable companies I have dealt with. They just cannot get their act together. They should have a company that is reliable take over before they go under. I will never recommend this provider for anything. They lie about the services they provide and string you along, thinking they are fixing their problems. I give them a minus 100 read more