Today at 11:30AM, my internet, phone and cable service was disconnected, per a Suddenlink error. All of our bills have always been paid on time, so this is on Suddenlink. After speaking with Tech, we now have to wait for up to 7 hours to get this fixed, which effects our livelihood, as I work from home. This interuption is costing my family $13 an hour of pay, for up now until 8Pm, which equals to $104 of pay and I am being given a $20 one time credit for, "inconvenience?" Is this a joke, or just a fun way for you to punch your customers in the stomach?! $20 is NOT enough to make up for what this is costing me and this could essentially get me fired! Each time I am unpaid to attend my job, there are points added to my absence chart, and this is adding to it! SOMETHING needs to be done. You all should be held accountable for what you are doing to my family!! Someone either needs to be here sooner, or we need to be heavily compensated. You take our money every single month, without fail, and you need to make this right! If I was not depending on our service to support my family, I would not be so upset, but I do depend on the service I pay for! But after 3 conversations, I am given the same answer. Suddenlink does not care about their customers, they only care about there money. Suddenlink has no customer satisfaction policy, their customer service agents are incompetent, rude and snarky. As long as they have my money, they are perfectly content. If I pay my bill late, my service would be cut off and they would not allow me to dictate terms of when I would be able to pay. But, since i have paid, they do not care that my service is out or that they are costing me actual money. I hate this company. I will be cancelling as soon as possible. read more

If I could give a minus I would. Worst in Lubbock TX. In August a guy came to my house for an appointment. I told him I did not have an appointment. Got my bill and there is a $60 charge for a missed appointment. I called and tried to resolve the issue. They went to the call records and said the call was from we will call him John Doe. My husband John Doe can not talk on the phone. There is another John Doe in town. I called him and he said he did have an appointment and it was a no show. Again I called Suddenlink and explained. They said they don't care I am still responsible for the $60 charge. If you are thinking using Suddenlink, run away don't do it. Worst customer service I have ever dealt with. read more

THE WORST. My bill used to be $54 when I first signed up . Now they have increased it to $76.96 a year later . When I call and ask why they give me excuses that make no sense . read more

7.5 hours to restore service today! No explanation. I have the bundle package. Disgusted! Not the first time this "outage" has occurred. Neighbors are not happy either! Pro rate my bill!! read more

Reliability of this service is terrible at best. Daily internet disruptions. Weekly cable service disruption. More issues in 4 months than in previous 5 years with different provider. Have home office for work. Daily disruptions to internet create business issues. No value in service at all. read more

This has to be the worst company in telecommunications I have ever dealt with. Cant transfer service until right before you move because they will disconnect your current residence when you call and not let you call in advance. Send contractors to houses for installs a month before you tried to schedule it and even after you cancel the install. Customer service is crap and I will never use Suddenlink again. Asked to talk to a supervisor and was told I would receive a call from them and never did. Was told my cable would be back on in an hour and never happened after 24. Have spent more time on hold while on the phone with the representative than I did when I was calling to wait to speak with them. 5 phone calls and zero results. DO NOT USE THIS SORRY COMPANY read more

Poor value for the service. I was also frustrated when Suddenlink decided to add data caps to internet service. Even though I never went over 250gb, now you have to constantly be monitoring your usage so you don't happen to accidentally go over and get charged extra. Worse experience than TWC. Cancelled my subscription. After setting up my cancellation date, they told me I would be getting one more bill a month after I cancel my service. Why though? I don't understand, they told me to ignore it. Doesn't make any sense. Would not recommend. read more

The real internet bully. Our friends at Suddenlink let me wait 2 weeks to have the instillation crew show up and tell me there was no fiber in my subdivision. I could have had AT&T in three days. Just a waste of time. This is worse than slamming, we need more consumer protection. read more

This place has no idea what they are doing. I have paid my bill on time for 4 years. My credit card company canceled my card due to fraudulent activity and sent me a new one. They just did it I did not request it so I never thought about my auto pay. Anyways, now to pay my bill I have to pay $10 to do it on the phone or drive to there office. Really I was going to pay the bill but they revoked online bill paying for me because they have been running a nonexistent card number. Really this place is being so scammy I wouldn't be surprised if this is where the credit card fraud originated from. I wouldn't give them my info. I did and then later someone tried to take a trip to Europe on me. I'd just go somewhere else then risk my info with this complany. It may not be safe. I have not had a problem since they have not had my card number. There may be a link there. Just saying. It's better to be safe. Go somewhere else. read more

I was told that if I signed up for automatic withdrawals to pay my monthly bill than I would not be charged the $140 installation charge.WRONG!!! I was charged, I called and got monotone "Roland" who, though he didn't speak to me about signing up, assured me that's not what I was told. REALLY,ROLAND?! I was there, you weren't. A little bait and switch SuddenLink. My only recourse is FaceBook and YELP. Be warned - get it in writing!!!!! read more

Customer service is extremely poor!! They don't tell you that you have to have your tv at the time to set up tivo. Then they want to charge you to come back. When you ask to speak to a supervisor they say they do not have one working. So This company has no supervision I guess after 5pm. Seems a little fishy to me. read more

Customer service is rude. The man on the phone acted as if I was bothering him when I just had a small wifi issue. I just hung up and now I'm having to fix my wifi myself! read more

Well... still up and down internet.. if you are bored read below- wow.. I called as my 400meg services was down to a solid 16meg. They reset the service and it went up to a blazing 50meg.. they said oh, it will go faster later in the day. And their internal test states problem with the modem. so, I call back and they can't reset the modem remotely. so, they send a tech out the next day to "swap" the modem. However, he swaps the coax cable behind my tv and swaps the 4 input connector. He said well, my system works and left, when he attempted to connect my laptop - hard wired, it wouldn't connect as he didnt unplug and reconnect the system to the power. He said, well maybe I am not connecting his m,odel, so but a new switch, outside of theirs. (I pay $10 / mo for theirs) Well, I unplugged and plugged in and I have 16 meg of service and a $60 charge on my bill, So I call again and asked how I get more than 16meg. they said well, the $60 is valid as his notes said my equipment was bad.. funny stuff. The service group said go to the retail store and they will swap the modem as it may be broken. Well, I call there and they said they don't swap.. So, I call again and they say, well we can send a rep for a swap and repair. I said, I paid that 1 week ago and the contractor tech, said he doesn't do internet. So, they said that they can schedule another tech. I asked if he would swap the modem, they said only if it is the problem. So, the service rep said she reconfigured the router remotely and said it seems to be working now. Well, great! so, what is the $60 service charge for? And it just disconnected again and is running at 45meg... Please let there be another provider in my area.. They can pick the crap up in the street... 4th call. today, yes my internet is down and their system can't hit it to reset it. so, now they say, your modem may be bad, take it to the store and they will replace it. Called the store and they said they don't replace items. great. they said they would send a tech, to check my service for the 60 from last week being billed again. They said of course they can't credit that because the contract company said it was working for him when he left. Of course when he came into my home, he will be as useless as last week.. please hope I get another provider ASAP. read more

I can say that the service is pretty good. But what is service without a good customer experience? Nothing, whenever you call to get assistance most of the representatives are really rude, but apparently that is the culture of the company since recently had the opportunity to speak with the Vice President of Government Relations & Senior Counsel Michael J. Zarrilli and the experience was the same. I believe in a company that is clear when interacting with their customers and for all the representatives to be on the same page providing the same information and expectations over and over. My service is cancelled, not going to get their service back, and definitely won't be recommending Suddenlink as a reliable provider, because is not. A shame that such a big company with a good asset as a product has such poor service in mind for the customers. read more

Had appointment for Suddenlink to replace defective TIVO. Called at 4:30 since no one called or came by all day. Called at noon the next day. Was promised we would be next. No one called or came by. I am turning in my equipment tomorrow. Sorry company. read more

My bill cycle is from sep 10 to oct 9, but why am I pay in the middle of the month. Why does my last month bill due is beginning of the month and this month is in the middle of the month. read more

Is Suddenlink the Obamacare of Internet service? I only have Internet when nobody else is on? I pay for 200mb and I gotta share with all the deadbeats? Do you only really have 200mb for the whole city of Lubbock and you just move it around? Terrible- terrible- terrible read more

This sorry excuse for a cable company is one of the worst I've ever seen. Had to servicenow for 2 months they overcharged every time. Paying for 400 megabytes getting 89 megabytes. The auto attendant is a joke it just runs you in a circle. Get whatever else you can get that do not get Suddenlink read more

Suddenlink has been mediocre at best and is now charging me $500 for a digital equipment adjustment after I canceled the cable and kept internet. I spoke with two separate customer service reps who said nothing about this at the time. They specifically told me my charges at the point of canceling cable which included no payment at all for February since I overpaid for January. Joke was on me tonight when they they took out $540. Take my advice and use anyone other than Suddenlink or at the very least don't enroll in the auto bill pay as thy have proven to not be trustworthy. You need to be able to review your bill in detail each month before its taken out of your account to make sure its accurate. Also, as soon as I canceled cable, my internet has been extremely slow and stops working routinely. Advice from their technical assistance people was to turn everything off and on again every time we have problems which is usually daily. read more

Suddenlink's customer service has been wonderful. They were helpful and attentive but unfortunately, my experience was ruined early on when the technician failed to show up for the appointment and then later documented that he had came and I had not been there. I called customer service 15 minutes before the appointment ended asking where he was and woman said he is on his way about 5-10 minutes. Never showed. I call an HOUR AND HALF after my appointment ended asking where he is and the lady was very nice and said that the technician had documented that he had been there 10 minutes before my first call. Strange how he missed me while I was specifically waiting on him. Anyways, I'm now stuck waiting another 4 days for the new appointment. I hope suddenlink steps up their service. Timeliness should be first priority with these technicians. read more

I have had Suddenlink for about a week and I have called customer service three times for separate issues (slow service; new modem; setting up my Suddenlink account online). I have never spent less than 10 minutes just waiting on hold for customer service. read more

If I could leave a negative rating on here I would. Suddenlink has the absolute worst customer service in the world! They have no interest in actually providing you with decent working service and they have no interest in upholding promotional promises that they make to you when you sign up. When I added their service at our new home I asked for them to install another small box and the installer said he didn't have one with him and I would have to call them to reschedule another guy to come out and install it. Okay- fine, I did that. I rescheduled another tech to come out and install it. Great. I was then supposed to receive a $100 amazon gift card after having service for 3 months and never received it. I e-mailed and chatted with someone online about it and received no response. I then finally get in touch with someone who tells me I have to waste more of my time and life and call and the sales department (all of which are completely useless there just like everyone else that works for Suddenlink). I am then told I am not eligible for the gift card anymore because I made a change to my account (AKA had the other tech come out to install the other box that I had originally asked for that they didn't have on them). Are you effing kidding me right now!? You're gonna penalize me because I had to have another tech come out and install the box that you didn't have in the first place?! Because I actually ended up spending more money with your company than before?! YUP! They do this so they don't ever have to fork over anything that they promise during the promotional period. After I explained to the lady what happened she then goes looking for another excuse to tell me why I am not eligible for the gift card and then tells me I am never going to get it because I was late on a payment which is also complete BS. I called and canceled our old account before our move and was told it would be canceled. But somehow the autopay was still setup to go towards my old address and not my new one. I noticed the issue and called to fix this but apparently it was after the due date of my bill, so they are claiming I was delinquent on payment. Even though they saw the issue on their end and helped me fix it. I never received a late payment notification or statement or anything of that nature because it wasn't actually late it was just going to the wrong account (the account they didn't cancel!). They have terrible customer service, their products also suck and their speeds are terribly slow and equipment freezes constantly. They run a complete monopoly in this town and treat their customers like trash. I can't wait for Google or some other internet companies to start making their way to Lubbock and send this company down the drain where they belong. read more

I was a customer for Years and I had a credit card breach. We thought we had all the accounts linked to it fixed but forgot the internet one. So we had 2 declined payments. Now they want us to pay in person every month down or pay a $10 fee to run the card on the phone! Plus our service never worked quite right and always went down despite several visits from tech. I would give negative stars if possible! Nobody I know is happy with them. read more

The absolute worst customer experience of my life. Overheard them talking about their customer/customers in very bad language. This was at the Corp office so you can imagine the culture there. Too bad they used to be a good company. Ill send my $$ elsewhere for service. read more

first i would like to say i have had there service for at least 10 years and recently in the last 60 days or so it has been the absolute worst service. i have pictures of no connection, not just on laptops but on desktops, the kids chrome books and no tv as they run of off internet as well. i have tried calling sudden link numerous times and you will not get anywhere with them. its like they stopped caring about what there customers think of them. there service is something i would expect if i called someone overseas who knows nothing about what customer service even is. they also will disconnect a lot when you call in. i assume so that you will not call back and wait another hour for someone to pick up the phone. if you try to call the number to get assistance it will say there is a longer than expected wait. (be prepared for at least 1 hr) also when you finally do get someone they are quick to apologize for the inconvenience and get you off there phone. you will never get assistance and issue will not be fixed and you will never get any type of credit as that is just not done as one employee stated. i have not had service in the last 45-60 days consecutively more than about a week at a time. i have had 3 techs come out switch out modem, router, cables and still service will go down sporadically. if you ask to speak to a manager they will tell you that they will call you back as they are working from home and a manager will contact you asap. bs it never happens and the manager i have personally spoken to was just wanting to get me off the phone and pond it off on the techs. this has been the worst service i have ever received in any country!!!! if there was some other provider i would happily take them. do not go to this company complete scam. they will tell you that you are going to get a 1 gig of service and you will not receive it or even a tenth of that service. i think the employees are programmed to apologize and just move on to the next one. i don't even see how they are still in business if all there customers are treated this way. in approximately 8-10 years i bet we have not called in more than 10 times in those 8-10 years. in the last 60 days or so half my time has been spent talking to them or i should say waiting for them and they never follow through with there promises. i would like for there upper management to know there customer service should go from -10 to a 10 and let the public decide what kind of score they would get. absolutely worthless company and have spent thousands of dollars for nothing to occur other than say sorry we will have a tech out. the tech will come and blame the operator saying they didn't do the work order correctly. then you will call back and the operator will put blame on the tech. this is a damn joke....... i wouldn't wish this on anyone, but with kids going to school from home and parents working from home we are forced to put up with this (so called company called sudden link/altice) whatever y'all are god bless y'all because if you continue to do business like this in west texas.... you will not be a business very long. you can only give 1 star as the lowest but, if there was an option i would give you a negative 10 stars!!!!! eric j. guerra lubbock tx 79423 read more

Worst customer service I've ever dealt with. They didn't show up for appointment and said I canceled it. I didn't as I changed my schedule to be there. Then charged me $60 for the call and said I moved the cables which I didn't. I'm a customer for over 20 years. Time to make a change read more

Suddenlink in Lubbock Texas is terrible! I do not recommend the service nor the customer service. If you want to cancel the service they will charge you 30 days after cancellation. So buyer beware. The customer service was rude and not helpful at all. I do not recommend them to anyone. read more

I had great customer service today at the store in Lubbock the gentleman Ryan Farmacha made everything great for me with my Internet at the new place I moved to after I had a tough time on the phone trying to get it changed over he completed my order and I want to commend him for this is what customer service is all about thank you Ryan he knew what he was talking about the whole time he was completing my order read more

Extremely rude service technician in my home this morning. Had an attitude problem the moment he arrived and stormed out without making a diligent effort to fix a service issue. He will not be allowed back on my property again, and after over 20 years as a Suddenlink customer I am considering changing to a new service provider. Receiving one star is an over rating. read more

I cancelled my Suddenlink service in August of this year when I moved to California. After we moved here, it appeared that internet service might be available from Suddenlink, & because I had positive experience with them, I called to inquire about service. I gave them my new contact information & asked about service. I was informed that they didn't cover my area. A few weeks later I got a bill for $45.86 from Suddenlink. That seemed odd because we had canceled the service & because I was on an automatic payment system with them. I called Suddenlink & talked to a service representative. She said that my account was closed & that I did not owe anything. She told me that she thought this bill might have been generated after the cancellation because the data was not in the system yet. She said to call back if I got another bill, but not to worry about it. That was my last communication with Suddenlink. Then in October I got a collection letter saying that I owed $45.86 & that they were going to damage my credit. Their form letter said, "Your cable provider has made several attempts to contact you..." I have had two conversations with Suddenlink that I initiated over the last 2 months. The phone system informed me that the conversations would be recorded, so there should be proof of those calls. Is it still a lie when it is just a form letter? I think so. Suddenlink automatically debited my account $65.52 on August 5th & $65.52 on September 4th. I have paid for all service from Suddenlink & I own my equipment. This bill was generated in error & I do not owe it. I contacted Suddenlink after receiving it & was told that it was in error. Now I am being threatened with damage to my credit rating with no justification & with a blatant lie about a failure to communicate that did not exist. Lying in order to extort money is illegal. If you were considering using Suddenlink, I advise you not to. I paid them automatically for over 5 1/2 years & my reward for being a good customer is a collection company harassing me. I have contacted the Better Business Bureau, but wanted to share this here as well. I definitely want to spread the word. read more

Suddenlink had to come out over & over when we set up service because it worked only about half of the time. Had them for 4 yrs and called to turn off service because I was moving out of town. I paid everything owed and the guy told me I would owe for 3 days on the next bill for the next billing cycle. I called to pay today and they charged me $257 on my final bill when it should have been $3. They were charging me for equipment that was mine and a bogus NSF fee for a supposed pmt with a check online. I have NEVER paid with a check, only card and my bank does not reflect any pmt when they said I tried to pay. They were charging me fees for the bogus pmt and as we whittled it down, I still paid some random reinstatement fee for $7 even though my service was never shut off due to the fake NSF. I called back after I made a payment & spoke to 1 of the rudest reps ever. First she wouldn't let me speak, then she wouldn't answer me as I could hear her typing. I wasted over 30 min. of my time due to Suddenlink's poor customer service. I do want to point out that the 1st rep I talked to, Kayla was extremely nice and helpful. The main issue is I shouldn't have had to call in at all if the bill was done correctly in the first place. read more

The technical service was fantastic. However beware of calling customer service they are ill informed and could care less to help. Also, watch your final bill if you move. I invested over an hour of my time on the phone twice trying to get clarity on the threats of being sent to collection on a final bill. For two months I was told that i was paid in full and to forget it. Now I was told I did owe for the 16 day period after we had closed the account. It was frustrating enough that I strongly don't recommend using them. read more

I called because my internet (broadband) was crawling so slow it would often kick me completely off the web. Janet was the unhelpful, uncaring borderline rude lady that answered the phone. After acting like it was my fault that I was having problems, she hung up on me. I am currently looking for another broadband provider. read more

So the speed is good, the reliability is ok, but the data caps are ridiculous. How about below your gig city sign you post the amount of 4k or even 1080 video you can stream before you hit that limit. I cant even tell you what the point of having high speed internet is when you can only use part time or else be hit with huge overage charges. I would be fine with 30mb internet if you just remove the cap. Also after having the service since you have been in town I got hit with a $10 increase when I called to find out why they said a promotion had expired. Not sure what kind of promotion ends after 9 years. Also the retention rep was extremely rude. He was trashing other internet providers which I guess was his hard sell but in doing so he was extremely offensive. At one point I told him I didnt care if the other providers were slightly slower if I avoided a cap and he said the other providers had gotten in trouble for throttling people. I assumed he was talking about cell phone services or the recent cable providers who are not even in my area limiting netflix bandwidth before the fcc said they couldn't do that anymore. So I said I didnt think that was true and he said "well since you know it all" and believe me he wasn't saying it in a nice way. Then I decided I wanted his name so I could complain and hopefully if it was recorded get the call reviewed but he refused saying he wasn't comfortable with that. I understand some people are crazy but honestly he knows my name as its on my account and how can I hold him accountable for the way he spoke if I cant get a name. Also I believe all of this started when I got a call from another rep about a month ago saying I could get 100mb with 450gb data cap for $10 more. I said yes but when I went and looked at data usage it was a 350gb cap which was always offered for $10 more and I wasnt interested in so I had them remove that and then they ended up charging me an extra $10 anyways and not even giving me the extra 100gb of data a month (250-350). So over the past month I have been lied to charged $10 more for no reason and had one of the rudest customer service reps I have heard in my life. read more

Absolutely horrible service. We have had problems since we switched to them. We will not be putting up with their nonsense anymore. We were told our bill would be $79 and every single bill we have received is $120. They have never kept their word or stuck to what they've told us. Have called multiple times and been on hold for hours at a time and nothing has been resolved. Have accumulated "multiple charges" and they "don't know why that is". They have kept information from us and are very unhelpful and sketchy when it comes to billing. I would NEVER recommend his company to ANYONE!!! read more

My service was freezing for several seconds -- streaming music, it stops for a second or two. TV picture freezes and get sync tearing. Guy came out and futzed around, replaced a connection and charged me $50, AND DIDN'T EVEN FIX IT!. I'm living on a fixed income and can barely pay their $200 a month bill to begin with, and each month I can't pay the bill in full (I get a choice of buying food and meds or paying them -- what do you think?), they tack another $10 charge on. I've called three times now, gotten shuttled from this department to that department and nobody seems to be wanting to help. They're practically the only game in town, and boy, do they act like it. read more

I was with Suddenlink over 20 years. Two times a tech came to my house for a service call when I did not have a service call. The last time when I received my bill, there was a $60 charge for a missed service call. I called and told them I did not have a service call. They checked the recording and said my husband made a service call. My husband cannot talk on the phone so I know it was not him. I remembered there is another man in town with the same name. I called and asked if he was with Suddenlink, yes he is, did you by chance have a service call, yes he did and it was a no show. I called customer service and explained this was for the other gentleman. They said they didn't care I was still responsible of the charge. Turned it in to BBB and after back and forth with them, they said they allow 30 minutes before an appointment to cancel, again I DID NOT HAVE AN APPOINTMENT TO CANCEL!!! Finally took time that I cannot get back out of my day to go inside the office to get the corrected. Had another message from BBB that as a courtesy they refunded charges, it was not as a courtesy. They would never ever refund as a courtesy. We are now with AT&T and have had no problems at all so far. Could not do the direct tv due to trees around our home so we have uverse and love it. When I called to cancel my service I told them there was a problem that was not repairable. "But you have been with us for over 20 years, what can we do" again IT IS NOT REPAIRABLE. read more

Horrible, horrible service!! Internet is slow especially when more than 2-3 devices are being used. Cable options are limited when it comes to main tv channels/shows. Have had many problems and the workers, mostly, have been nice but not very helpful. Only use sudden link because I have to in my complex read more

I changed from bad to worse when I changed to Suddenlink. They did not honor what the salesman told me. Charged extras that I was not told about. Person connecting my service put his dirty hands all over my walls, left wire in my floor, and left furniture away from wall. It has been six months and part of my cable is not under the ground. The cable is stapled to my neighbors' fence and the snow storm pulled most of the staples out of the fence. I am looking for an honest cable company. Is there one? read more

The only good thing I did with suddenlink was terminate my service with them. Maybe if they would stop putting so much money into expensive mail outs they might be able to invest in their business and bring back all the channels we lost. They took away Viacom channels and broke my sons heart because he couldn't watch bubble guppies any more. Then, when I needed someone to come fix our internet because it wasn't working after we had come back from vacation, they told me I would have to pay to have them come out or I could just take the box to them. Needless to say, they will never be getting my business again. It's a shame. read more