This business is not BBB accredited.

Suddenlink Communications

Additional Locations

Phone: (888) 822-5151 520 Maryville Centre Dr., Ste. 300, Saint Louis, MO 63141 http://www.suddenlink.com


Click for BBB Rating on Suddenlink Communications

BBB Business Reviews may not be reproduced for sales or promotional purposes.


BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


BBB Complaint Information

Find aggregate BBB complaint information for Suddenlink Communications. BBB of New York has the full report as that BBB handles all complaints for Suddenlink Communications.


Additional Information

BBB file opened: September 08, 2010 Business started: 02/12/2006 Business started locally: 02/12/2006 Business incorporated 02/12/2006 in MO
Type of Entity

Corporation

Business Management
Manager Tina Marmon, Customer Experience Manager
Business Category

Television - Cable, CATV & Satellite

Alternate Business Names
NPG Digital Phone, LLC (DBA) Suddenlink Communications

Additional Locations

X

BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

10/13/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We have a land line phone for the ability to dial 911. Today I have spent in excess of over 45 minutes waiting on suddenlink to make a ticket to find out they will not send out a repair person until 1 pm at the earliest. they wanted me to leave a contact number but when I told them my contact number was not working that the problem, the agent got rude. He then asked what about the number your calling from? I said my neighbors phone that will be at work? How does that work? I also asked what am I suppose to do if I have heart issues this evening and need 911? He said sarcasm I guess have your neighbor call! phone services should be important for a early evening call out for the purpose of 911. this is the service I pay for. Product_Or_Service: suddenlink phone

Desired Settlement: Emergency phone service is the reason they push a home line in order to call 911 with out issues. Not being able to call puts a persons life in danger when they rely on having a landline phone.

Business Response: Initial Business Response /* (1000, 5, 2015/10/13) */ We've attempted to contact Ms. ********* via phone on October 5th and October 7th, but have been unable to reach her. An email was also sent to the customer on October 12th. Should she still need additional assistance, she may contact us at the email address provided on October 12th. As a result, we consider this case closed.

10/5/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Have addressed internet speeds with them for the past 5 months. They charge max price of $75 however there is something in my connection that slows my internet to a crawl.They keep telling me that they are sending the top speed to me and continuously throw basic level troubleshooting at me. I have had 3 technicians lately that always come out and only trouble shoot wires. The last had network skills and troubleshot my network and verified (took pictures) that the connection slows when I connect to the internet. I have CONTINUOUSLY told customer service every detail about my problem and the steps taken to trouble shoot and they always come back with they are sending the $75 package, basic troubleshooting steps that have already been mentioned in the E-Mail (no reading or communication on their end) and more technicians that come out and only low level trouble shoot. I have asked 3 times for a refund of funds because I have paid $75 every month and received a package slower than their cheapest package. They refuse to acknowledge that I have even asked for a refund, instead, throwing more ridiculous basic trouble shooting at me. Product_Or_Service: Suddenlink Max speed internet package Account_Number: Account #: XXX-XXXX-

Desired Settlement: I wish for them to refund an adjusted price for the last 5 months that I have had internet that does not match up with what I am paying for, I also want them to send a QUALIFIED technician out who can do advanced troubleshooting and fix the problem I have.Asking them to actually READ my E-mails and communicate what steps have already been accomplished with my particular problem would also help immensely.

Business Response: Initial Business Response /* (1000, 10, 2015/10/01) */ We're actively working with Mr. ******** to resolve his service issue. He has our direct contact information should he need any assistance in the meantime.

10/5/2015 Billing/Collection Issues
10/1/2015 Billing/Collection Issues
10/1/2015 Advertising/Sales Issues
10/1/2015 Problems with Product/Service
9/30/2015 Billing/Collection Issues
9/30/2015 Guarantee/Warranty Issues
9/30/2015 Billing/Collection Issues
9/28/2015 Billing/Collection Issues
9/28/2015 Billing/Collection Issues
9/25/2015 Problems with Product/Service
9/25/2015 Problems with Product/Service
9/25/2015 Billing/Collection Issues
9/25/2015 Problems with Product/Service
9/25/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: They want my family to pay additional money for service that continually has problems. My complaint is in regards to the Suddenlink Service here in Big Spring. More often than should be, we have issues connecting to the internet. When we call in to complain they fix it, only for it to go down again later. They had put out new receivers and when we went to install it, it wouldn't connect. When we called they just gave us the run around and never offered to send someone out. Now they are wanting us to pay an additional $50 on top of what we pay for internet. This is because they are claiming we are using too much. Our internet usage hasn't been as much as it was during the summer and we can pull up the monthly totals. When my mom goes into the office, they tell her to call. What good is having an office here if they aren't going to help. This company knows they are one of the only internet companies here and yet they are charging way more than the nationwide companies. I feel like they are taking advantage, not to mention, as I said before, most times when you call you get the runaround. It isn't right at all. If we are going to pay almost $100 a month for internet than it should be dependable. They have also threatened to cut it off at a certain amount if we hit it unless we pay the extra fee. Is this how the cable companies are trying to make up for the loss of people leaving them for satellite?

Desired Settlement: I just want them to fix their billing practices and get the connectivity issues resolved.

Business Response: Initial Business Response /* (1000, 5, 2015/09/25) */ We spoke with Ms. ********** on September 25, addressed her billing concern, and resolved her internet service issue. We've provided our direct contact information should she need further assistance. We consider this to be resolved.

9/25/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I have used SuddenLink for two billng cycles. I am a new customer. I have made a payment. The latest bill reflected two (2) late charges. I sent them a letter to correct the problem but they have not replied. I can copy/paste the letter if you like, but I just want them to respond. It's a shame. Product_Or_Service: internet connection Account_Number: XXXXXXXXXXXXXXXX

Desired Settlement: I would like the company to acknowledge the problem in writing and to refund my 16 dollars. Thanks if you can help.*****

Business Response: Initial Business Response /* (1000, 5, 2015/09/25) */ We've spoken with Mr. ********** regarding his billing inquiry and have applied the appropriate credits. Mr. ********** has our direct contact information should he need further assistance with this. We consider this to be resolved.

9/24/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Shortly after 9/1, my wife and I had moved from Apt. **** in this building to **** because it was a 2 bedroom and we needed the extra space. We called suddenlink to transfer the service, which they agreed to do 2 days later on Thursday, 9/3. The technician came, attempted to transfer service, but informed us that the signal in the new apartment was too low and that suddenlink maintenance would have to arrive and fix the cables internally.so we agreed to wait. the next day, nobody came. we were informed that the maintenance crew would arrive between 2-3 AM outside the apartment the next day to fix the problem. after that, I had to fly to Texas due to military orders. We came back on 9/14. I was told over the phone that the maintenance had fixed the low signal problem and that a technician was coming between 6-9 PM to connect the equipment. a technician arrived at 7 pm to install our service. only our internet would work. he did his testing and noted that the problem actually had gotten worse and that maintenance would have to return again tomorrow in order to inspect through the apartment to find the problem. He also informed us that until then, our internet would be at times unstable due to the signal problems. so today on 9/15, I was informed by a suddenlink representative over the phone that the maintenance would arrive between 4:45-5:45 and to be ready for a phone call. at 4:30 pm, i called suddenlink again to ensure it was still scheduled. by 5:10, nobody had called me, so I called suddenlink again, then they told me that the maintenance team had arrived but that nobody answered several calls they made to me to enter the apartment and also did not open the apartment door when he knocked, which was a complete lie because my wife and I stayed in the apartment the entire time and never left in order to accommodate the technician. now I called suddenlink several times, they informed me they would call me back, never did. i just spoke to a rep, and he says i'll have to wait another week.

Desired Settlement: due to the poor service and fraudulent claim on the part of the maintenance from suddenlink that they attempted to call me, which they didn't (my cell # has excellent service), I would like suddenlink to expedite repairs on my lines before 9/23 as they are quoting. that and I don't want to pay a single cent for any bill this month b/c thus far, I have not received the phone, internet, and cable tv I previously was paying for. This company has been unprofessional and handled this situation badly.

Business Response: Initial Business Response /* (1000, 5, 2015/09/24) */ We contacted Mr. ******* on 09/24/2015, and confirmed that his service issue is resolved. We provided our direct contact information should he need further assistance. We consider this to be resolved.

9/24/2015 Problems with Product/Service
9/24/2015 Advertising/Sales Issues
9/24/2015 Advertising/Sales Issues
9/23/2015 Problems with Product/Service
9/23/2015 Billing/Collection Issues
9/22/2015 Billing/Collection Issues
9/22/2015 Advertising/Sales Issues
9/22/2015 Advertising/Sales Issues
9/22/2015 Billing/Collection Issues
9/22/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Customer service bait and switch you by saying "for only $10 more a month you can upgrade your speed of Internet" After tech installed, called back and we were actually charged $20 a month extra. Our original plan was 75MBs for $45.45 a month. Customer service reps were rude and short, and spoke to at least 3 reps. They would not honor the original deal from the first rep. Said they will give a $5 discount instead. Spoke with Supervisor ******* (in retention at the Parkersburg, WV office) and he was short with my Husband who is a Veteran and upset him with talking down to him and being rude. I asked him to call me back when he either switched us back to our original plan or gave us the promised offer of 100MBs Download speeds for $55.55 a month. He said he would call back and never did, our speeds are still the same and nothing has changed on our account as far as I know at this time. Product_Or_Service: High Speed Internet Account_Number: XXX-XXXX-XXXXXXXXX

Desired Settlement: I am requesting to be Grandfathered into a package deal of 100MBs Download for $55.55 a month after taxes and fees or 75MBs Download for $45.45 a month after taxes and fees. And to be given a credit of $10 for installation as promised by *******.

Business Response: Initial Business Response /* (1000, 5, 2015/09/22) */ We've spoken with Ms. ****** regarding their billing issue. We've made the appropriate changes to the account to ensure the pricing reflected is was they were told. We've provided our direct contact information should they need further assistance. We consider this to be resolved.

9/21/2015 Advertising/Sales Issues
9/17/2015 Billing/Collection Issues
9/17/2015 Billing/Collection Issues
9/17/2015 Advertising/Sales Issues
9/17/2015 Advertising/Sales Issues
9/17/2015 Billing/Collection Issues
9/17/2015 Advertising/Sales Issues
9/17/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Internet volume caps not acceptable Suddenlink uses internet volume caps in my area. They claim that 250GB/month is more than enough for the average customer, which may be true, however I do not subscribe to their cable TV service, and as such, I stream quite a bit of high definition video from the internet. With 250GB I can stream less than 4 hours of video each day without exceeding my cap. When you consider that I am home on the weekends and would like to watch TV throughout the day, as well as having multiple people streaming for several hours per day, their caps are unacceptable. Volume caps on home internet connections are not needed, and the company is only using them to squeeze more money out of the customer, for no reason whatsoever. Suddenlink's actions in this matter are directly aimed at stealing from consumers, and stifling competition from online TV providers. They are thieves, and if I had literally any other choice of ISPs, I would use them, but Suddenlink also maintains a monopoly in my area, so that is unfortunately impossible. My only choice is to subscribe to their service and just live with their strong-arm policies which continually force me into paying more than other customers, simply because I don't use their TV service.

Desired Settlement: To henceforth refrain from overcharging my account simply be ause I choose to not use your television service. I will take no other alternative.

Business Response: Initial Business Response /* (1000, 5, 2015/09/17) */ We've spoken with Mr. ***** regarding his Data Plan issue, and educated customer on Data Plan policy and possible causes of higher-than-normal usage. Provided our direct contact information should he need further assistance. We consider this to be resolved.

9/17/2015 Advertising/Sales Issues
9/17/2015 Problems with Product/Service
9/17/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I returned my suddenlink boxes to the suddenlink office in Sulphur Springs prior to moving to Austin TX in July of 2013. I was in a hurry and handed them to the lady and left. Now I am being billed for the equipment. It has been returned and is not my fault that it wasn't adequately logged.

Desired Settlement: I want this to be showed as paid and removed from my credit.

Business Response: Initial Business Response /* (1000, 5, 2015/09/17) */ We've spoken with Mrs. ******** regarding the issue with the billing amount, and we've applied the appropriate credits. We've provided our direct contact information should she need further assistance. We consider this to be resolved.

9/16/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: suddenlink has created data limits after i signed up for unlimited internet data as advertised and did so without my knowledge or consent. i signed up for 15mps internet service with suddenlink for $36.09 per month. in august of 2014. account number XXX-XXXXXXXXXXXXX. during that time it was still advertised as unlimited in our area. on july 29, 2015 i recieved an email from suddenlink stating that i had used 80% of my monthly data limit, which i didnt even know i had. shortly after recieving this email, i found out that suddenlink was offering a free upgrade from 15mps to 50mps. at the time i was given to understand that i would have to either purchase or rent a new modem from suddenlink. i called customer service ad tried to opt out of the free upgrade and was told by customer service that i had no choice, that my old 15mps plan was no longer available. while i was on the phone with this customer service rep, i pulled up the suddenlink website where the same plan i was on, 15mps for 36.09 montly, was still being advertised for new customers only. not only that, but after the "free upgrade", my monthly bill went from $36.09 to $45.38, again with me not having a choice in the matter. when i asked the CSR about the data plans, she told me that suddenlink had not advertised their internet as unlimited since 2013. this is in direct contrast to the advertising at the time that i signed up with suddenlink in aug 2014. i was never informed that data limits had been put into place. said data limits are unrealistic as my plan only gives me a limit of 250GB per month. i was told that the only choice i would have is to pay more per month for a higher limit. also, when i asked the CSR why i was never informed of the changes, i was informed that suddenlink had altered the terms of service that is posted on the suddenlink website instead of using either paper mail or email communication or phone communication to inform the customer of the changes. i feel that i have been lied to, had information withheld, and had my account details changed without my knowledge or permission. suddenlink has tried to treat cable internet as a consumable resource in its very limited communication with customers, which it is not. they have no right to use that as an excuse to extort customers who signed up in good faith for internet services based on an advertisement.

Desired Settlement: i would like for suddenlink to drop the monthly data limits altogether, or at the very least to increase the limit from its current state (250GB) to at least 500GB per month without raising the cost to customers per month. example, paying $45.38 as i am now but raising the data limit from 250GB to 500GB monthly.

Business Response: Initial Business Response /* (1000, 6, 2015/09/15) */ We spoke with Mr. ***** on August 15th and addressed his data plan limit concerns. We provided our direct contact information should he need further assistance. We consider this case resolved.

9/16/2015 Delivery Issues
9/16/2015 Advertising/Sales Issues
9/16/2015 Billing/Collection Issues
9/16/2015 Problems with Product/Service
9/15/2015 Billing/Collection Issues
9/15/2015 Advertising/Sales Issues
9/15/2015 Billing/Collection Issues
9/15/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: As a 10+ year customer my "complaint type" is more than just "Customer Service" it's also Billing, Product, and Service. For several months now I've had inconsistent billing, countless phone calls to "customer service", tech, and customer retention departments. My first billing issue was a complaint about Suddenlink dropping Viacom channels which were the channels I watched the majority of time. I asked for a discount and was met with hesitation to do so. I had to push the issue until finally a customer retention rep. gave me the discount. I was told my bill would remain at approx. $141 per month. Every other month I'd have to call because my bill would be higher than promised. I would get credit the following month. My most recent bill (Aug-Sep) is $161.74, a $20 increase. I called billing and asked them to adjust my bill to the correct amount. I also noticed they changed the way channel charges were displayed on my statement. Before, all the channel tiers were all in one category. Now, channel tier "family package" is by itself showing $10/month and the description of products I have that they took those channels out have increased $10/month as well, i.e. $20 increase. The initial rep. said she couldn't change my bill. I then talked to supervisor and he said my initial bill was based on "specials" that have now "expired". I told him, no, they were based on keeping me as a customer and was never told they were specials that would expire , and I was guaranteed that $141 was going to be my base price. He doubted me, and basically said I was lucky to even be paying what I am now. He embellished all my "discounts" when my statement doesn't even itemize and price each product I use separately. I also complained about my several tech visits internet slow speed, cable outage, and their inferior products in general which also warranted a discount in price. I finally asked if he was going to honor the original deal I made with the customer retention rep. and he answered with an emphatic no. Product_Or_Service: Cable TV, Tivo, Internet, and Phone Account_Number: Acct. #XXX-XXXXXXXXX

Desired Settlement: Honor the $141/month charge I was initially promised. Start itemizing my bill with individual pricing for each product I use. Investigate their poor infrastructure in this area. Several techs that get called out to my home say that Suddenlink's own equipment transferring services to homes is antiquated which causes inferior service. Stop deceptive internet speed claims. My speed is suppose to be 50 mbps but it averages 25 mbps despite changing and adjusting suggested items to improve speed.

Business Response: Initial Business Response /* (1000, 7, 2015/09/03) */ We've attempted to contact Mr. ***** on several occasions but have been unable to reach him. The details of the attempts to contact are: o Phone message left on August 14th o Phone message left on August 18th o Phone message left on August 19th o Email sent to email address included in complaint on September 3rd As a result, we consider this closed until Mr. ***** contacts us at the email address provided on September 3rd.

9/14/2015 Advertising/Sales Issues
9/14/2015 Billing/Collection Issues
9/14/2015 Advertising/Sales Issues
9/10/2015 Problems with Product/Service
9/10/2015 Problems with Product/Service
9/9/2015 Advertising/Sales Issues
9/8/2015 Advertising/Sales Issues
9/8/2015 Billing/Collection Issues
9/8/2015 Advertising/Sales Issues
9/8/2015 Advertising/Sales Issues
9/8/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I was moving back to Florida after being in Texas on a scholarship at Texas Tech for a year. I was leaving that Thursday, July 13th and had my moving truck mostly packed. I had planned to return the cable box as I left town. That Wednesday afternoon, around 4pm, I saw a Suddenlink truck and the worker for Suddenlink. I asked if I could give him the box instead of going by the office the following morning. Here is the strange thing. The employee was a hispanic male in his 40's. It was the technician's last service stop and him and I talked for at least an hour. We talked about mostly his daughters and my sons. I am 47 and have returned to school so we are roughly the same age. He told me his name, but I cannot remember his name. I have asked Suddenlink to track down the employee that was at The ******** Apartment complex in Lubbock, TX to no avail. The last employee, Grant, told me that if I did not hear back from him within five days that it was resolved. Today, ten days later, he calls me and tells me that I still owe Suddenlink the $200 plus dollars for the cable box. Yes, it was my mistake for not getting more information regarding the technician and he told me his name but I cannot remember it. I have asked for Suddenlink to track the technician that was at the property on the afternoon in question to no avail. I DEFINITELY GAVE THIS CABLE BOX TO THEIR TECHNICIAN! I have good credit and need this resolved as I feel that Suddenlink is not doing all they can to resolve this issue. Their technician has forgot about turning in the box and a manager told that that happens sometimes. Please help me resolve this complaint. Thank you.

Desired Settlement: I want the credit for returning the cable box as I am a man of my word and am not lying concerning the hour conversation or returning the box to the Suddenlink technician.

Business Response: Initial Business Response /* (1000, 5, 2015/09/04) */ We spoke with Mr. ******* regarding his equipment charge issue. We have applied the appropriate credits to his account and have provided him with our direct contact information should he need further assistance. We consider this to be resolved.

9/4/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: While a SuddenLink Technician was servicing **** N ********** Place in Russellville AR on Saturday 8/22/2015 between the hours of 1200 and 1600 the following events were observed:The technician was seen smoking inside of his truck on what appeared to be a marijuana cigarette, or a hand rolled cigarette. When the employee left, the neighbors of the home being serviced no longer had service. Troubleshooting investigation led technical support to be a connection issue. Inquiry to the residence that was serviced revealed that the "There was no connection with the line coming into the house, so they cut it" Customer service was very respectful and sympathetic to the problem and seemed concerned with resolution to the issue. For several reasons, the loss of internet connection between that time and now have been incredibly vexing. More importantly, if this individual had been dropping a line and fell through the ceiling, landing on an infant, who would be liable if the individual tested positive for drugs?I will identify that while the individual may not have been under the influence of illegal drugs, it appears that he was and the quality of his work suggests it is a possibility. What would other people observing the same thing, but not inconvenienced to the point of filing a claim with the BBB have to say about their service and suggested service to their neighbors?

Desired Settlement: In the interest of the image of your company, I suggest that you drug test the individual in question who may be identified with the information provided above. I would like to be contacted for possible resolution to compensation for the loss of internet that is still ongoing. 8/24/2015.

Business Response: Initial Business Response /* (1000, 5, 2015/09/04) */ We've spoken with Mr. ***** and confirmed his services issues have been resolved. We've applied the appropriate credits to the account and provided our direct contact information should he need assistance with this in the future. We consider this to be resolved.

9/4/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been billed incorrectly for 5 years and nothing is being done to correct this. I am charged for a digital box which I do not have and never had. I have filed a complaint before and will continue to keep filing reports until this matter is resolved to my satisfaction. Previous complaint has been ignored by the company, so nothing gets done. I am wondering if this continues, do I file a complaint against the BBB also since no one is working to come to a resolution?

Desired Settlement: I want my monthly statement to be correct and I do not want to be penalized for the digital box which I have never had. Suddenlink will charge me and additional $201 if I cancel my service with them for the box which I have never possessed. They need to remove the digital box from my account.

Business Response: Initial Business Response /* (1000, 5, 2015/09/04) */ We've attempted to contact Ms. ******* on several occasions but have been unable to reach her. We did review her account and confirmed the validity of the equipment charge. We consider this closed until Ms. ******* reaches out to us via the contact information provided by voice mail and email.

9/4/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I feel that the customer service and billing practices are unjust. I contacted suddenIink when I received my first bill for Internet service because it reflected an overage charge that was more than my base monthly charge! I sort of understood because at that time my kids were off on Christmas break and were on wifi on their new iPads constantly. I was told that suddenlink could not update my prior month plan to help alleviate these charges and that I would have to call back at the beginning of the next billing cycle to request a plan change. I contacted them again after I received the next bill and asked to put put on the plan with the maximum allowance and was at that told by the representative that based on my current usage it seemed like I was on the best plan. I continued to receive bills for overage charges after multiple attempts to get a more reasonable rate plan. I feel they have purposely denied my requests in order to keep charging the overages that more than exceed my monthly base plan. Account_Number: XXX-XXXXXXXXXXXXX

Desired Settlement: I would like to see the company change their practices to help the customer instead of seeming like they are working more towards trying to get more from customers. Also since I have requested to be placed on the maximum rate plan multiple times previously I would like my bill to reflect those requests back to that request.

Business Response: Initial Business Response /* (1000, 7, 2015/09/04) */ We've attempted to contact Ms. ******** on several occasions but have been unable to reach her. Contact attempts include phone calls on August 19th and September 2nd and emails on September 2nd and September 4th. As a result, we consider this closed until Ms. ******** contacts us at the email address provided on August 4th.

9/4/2015 Advertising/Sales Issues
9/4/2015 Billing/Collection Issues
9/4/2015 Advertising/Sales Issues
9/3/2015 Problems with Product/Service
9/2/2015 Delivery Issues
9/2/2015 Billing/Collection Issues
9/2/2015 Problems with Product/Service
8/31/2015 Advertising/Sales Issues
8/28/2015 Advertising/Sales Issues
8/28/2015 Advertising/Sales Issues
8/28/2015 Billing/Collection Issues
8/28/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Consistently being ignored and pushed in a circle. I've been a suddenlink customer for a few years and mostly things have been good (I still don't like the data caps they added) but I decided to move and wanted to take the internet with me. I submitted their moving form and a few days later was given a call about needing to do a serviceability request. I call back a week later since I hadn't heard anything and apparently the request wasn't in their system. They send it again and I get a call back saying it's not serviceable and it might be serviceable a long time from now. After that my landlord and I try calling suddenlink to see if anything can be done. Eventually I get a call from someone at Suddenlink who says they'll be able to connect that address without issues and then he schedules a hook up date. On that date I get a call from the same person saying the appt got canceled and he'll look into it. That's the last I hear from him even after leaving many voicemails looking for any kind of update. My landlord is able to contact him and his boss was supposed to call me but again no call in a week. I call suddenlink's main number to try and start talking to them and they say a serviceability request hasn't been done for my address, he'll put in the request and call me back. The next day he tells me it's unserviceable and to escalate I'll need to go to my local office. I go to the local office and speak with a nice lady who is able to chat for a bit with someone in charge of installing. He says that address is about to be serviceable, but she lost contact with him before that could be further expanded on. I don't know if soon means two weeks or if it means 6 months. She sent him an email asking him to call me, but I have yet to receive a phone call. I just want a simple answer as far as a realistic timeline for installation. The part that is really frustrating is people across the street can get suddenlink, and people 4 houses down can get it too.

Desired Settlement: I would like to be contacted and given accurate information on when to expect service at my address.

Business Response: Initial Business Response /* (1000, 5, 2015/08/27) */ We spoke with Mr. ******** regarding his serviceability issue. We advised him of our proposed serviceability date and provided him with our direct contact information should he need any further assistance. We consider this to be resolved.

8/27/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Let me start off by saying that the reason I am filing a complaint with the BBB is because I have tried on 5 separate occasions to have my complaints addressed by Suddenlink themselves and have been unsuccessful in getting a response. We are a small business that requires multiple phone lines to operate and to function for our clients on a 10 hour a day basis. We were thrilled to give Suddenlink our business phones back in December of 2014, because we had been so pleased with the internet service they provided, plus they were going to bundle our services and save us money. Well what a mistake that has turned into. From the minute the contract was signed and the transition scheduled it was a disaster. 1st off they never informed me that we would be operating on internet phone lines which seem to fail on a constant basis and the technician showed up and did the install but didn't hook us up, saying he would be back to complete the install the next day. luckily we still had our other provider because I had to notify them a week later to remind them that we still didn't have phone lines. When we finally got installed and up and running we realized that they were internet phones and the install was done so poorly. I called suddenlink to complain and explain how the phone lines looked at the back of the phone and they said they would have our business account manager contact us,that was back around February and still have never heard from this manager person. Next big issue, they unhooked our alarm monitoring line and didn't reinstall it, so we were without security protection and we had to pay for the security to come and fix the issue. After losing service to all of our phones over and over and over again for long periods of time and not getting any response from suddenlink we have had no choice but to go with another company or risk losing customers and business because of this issue. We will never trust Suddenlink with our phone needs again, nor recommend them to anyone else. Product_Or_Service: Business phone

Desired Settlement: We want out of our contract with Suddenlink and for them to change their policy on notifying potential businesses that they will getting internet phone lines which are not reliable in any way.

Business Response: Initial Business Response /* (1000, 5, 2015/08/26) */ We spoke with ******** and confirmed that her contract issue had been resolved. We provided her with our direct contact information should she need any further assistance. We consider this to be resolved.

8/26/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been without internet for 4 days. Techniciian lied about providing service. Customer service response unacceptable. I have been without consistent internet services since 08/09/2015. Upon placing the issue in with Sudden Link, I was told the issue was not with service provision. After trying all their fixes, I was told that a tech would be sent out almost a week after the start of the issue. Internet is now a federally regulated utility, a week without service deserves a week of charges taken off my bill. On the day the tech was supposed to arrive, I receive a phone call from the Garland Office, apologizing for missing us. The tech claimed that he had knocked on my door and attempted to conduct his work. However, had he knocked I would have heard as my office is right next to the door. In response to this, Sudden Link's customer service implied that I was at fault. Regardless of the fact that I am the customer and have no incentive to not see him. I was told that I would have to wait another 4 days until the tech. I was not able to file a formal complaint, I was not able to escalate my complaint, I was not able to do anything except sit at the lowest level of customer service. Sudden Link holds a monopoly of cable service in my area, and I have filed a complaint with the FCC regarding their service provision. This is unacceptable. I work from home, having to operate with no internet, is completely unacceptable. Having to wait weeks for the issue to resolve itself is unnacceptable. Internet is now a federally regulated utility. They are required to provide service, and when it is out, reflect that in billing charges.

Desired Settlement: I expect a full refund of all time that my service is interrupted. I expect that the tech who did not adequately do his due diligence be punished according to labor and company standards. I expect that that tech be no longer responsible for the service provided. I expect Sudden Link to begin to conduct itself in a manner reflective of the fees they charge for their service provision and not as one protecting their interests because they believe they can.

Business Response: Initial Business Response /* (1000, 5, 2015/08/25) */ After reviewing the customer's account, we applied the appropriate credit to their account, per their request, on August 14, 2015. We emailed the customer at the address provided in their complaint on August 24, 2015 to notify them of the applied credit. We provided our direct contact information should he need further assistance. We consider this to be resolved.

8/26/2015 Problems with Product/Service
8/26/2015 Billing/Collection Issues
8/24/2015 Problems with Product/Service
8/24/2015 Billing/Collection Issues
8/24/2015 Billing/Collection Issues
8/24/2015 Billing/Collection Issues
8/24/2015 Advertising/Sales Issues
8/20/2015 Advertising/Sales Issues
8/19/2015 Billing/Collection Issues
8/19/2015 Billing/Collection Issues
8/19/2015 Problems with Product/Service
8/19/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Can't get internet Have to call every time. But I have to say for the last 2 days 29th & 30th July I've been able to get on This has been going on for 2 months

Desired Settlement: To be able to use what I pay for.

Business Response: We spoke with Mr. ******* on August 19th regarding his internet issue. He states this issue has been resolved. Should Mr. ******* need assistance in the future, we provided our direct contact information. We consider this case closed.

8/18/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We were given a Tivo presentation by Suddenlink personnel, which we found out when they arrived were actually contractors of Suddenlink. We agreed to install 3 Tivos, 1 in the living room, 1 in the master bedroom and 1 in our homed theater room. The tv in the office was left as is, with no Tivo. After the contractors left, we realized the only tv working was the living room. My husband contacted Suddenlink that evening and working with a rep, over the phone, was able to get the tv in the office to work again. She also, at that time stated the contractors should not have touched the home theater system, since we used a ********* remote, to manage the tv, dvr, projector and receiver. So, now we have 2 tvs working, and a tech coming over to our house the next day to see if he can fix the rest of the problem. The tech appeared and finally fixed the tv in the master bedroom; however, he also stated he could not work on the home theater for the same reason the phone rep did and told us to set up an appointment with **** Buy, where we purchased the remote, to have them reprogram it. We were also told by several people at Suddenlink that we would be reimbursed for the amount, which came to $99.99. Now, after many attempts with Suddenlink, they are refusing to reimburse us. And no one is calling us back.

Desired Settlement: Reimburse us for Suddenlink's mistake. Why would they send contractors out if these contractors don't know what systems they should and shouldn't touch.

Business Response: We have applied the appropriate credit to Mrs. *****'s account and confirmed the issue with her television has been resolved. Mrs. ***** has our direct contact information should she need further assistance. We consider this to be resolved.

8/18/2015 Billing/Collection Issues
8/18/2015 Advertising/Sales Issues
8/18/2015 Advertising/Sales Issues
8/18/2015 Billing/Collection Issues
8/17/2015 Problems with Product/Service
8/14/2015 Problems with Product/Service
8/14/2015 Advertising/Sales Issues
8/12/2015 Advertising/Sales Issues
8/12/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My mother-in-law, was a customer of Suddenlink in Georgetown, Texas. Due to health issues she had to move into assisted living and canceled her account. She had two cable boxes to return and a modem. My husband returned one cable box by putting it in the overnight return bin outside of the Suddenlink office in Georgetown this was around April 18th and then returned two others to the office on April 24th. Suddenlink claims to have never gotten back the cable box that was returned using the overnight drop box. We have contacted the local Georgetown office multiple time and they have said they would look into it and have never contacted us back and we have also called multiple times and have had one call back and I was actually hung up on. The last call I made this week I was told the local office has never contacted corporate regarding the box. Instead of working with us and letting us know what they have found they have turned my mother-in-law over to collections for $500 and she is being reported to a credit bureau. Account_Number: XXX-XXXX-XXXXXXXXX

Desired Settlement: I want Suddenlink to credit my Mother-In-Law's account for the $500 since we returned the box in question and take this off her credit report

Business Response: Initial Business Response /* (1000, 7, 2015/08/12) */ We spoke with Ms. ****** regarding her mother-in-law's billing issue. We have applied a credit to her account and have notified the appropriate credit reporting agencies. We have provided Ms. ****** with our direct contact information should she need anything further. We consider this to be resolved.

8/11/2015 Advertising/Sales Issues
8/6/2015 Problems with Product/Service
8/6/2015 Advertising/Sales Issues
8/5/2015 Billing/Collection Issues
8/5/2015 Billing/Collection Issues
8/5/2015 Billing/Collection Issues
8/5/2015 Billing/Collection Issues
8/4/2015 Billing/Collection Issues
8/4/2015 Advertising/Sales Issues
8/4/2015 Billing/Collection Issues
8/4/2015 Billing/Collection Issues
8/4/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Improper billing complaint against SuddenlinkHaving accepted a new job in Winnfield, LA in Sept. 2014, I rented a home to be close to my new work location. I called Suddenlink cable TV provider to obtain a quote for basic cable service in early October. The salesperson asked if I had another cable provider that I would be switching from. I said that I have Dish at my permanent residence in Jasper, TX but that service would remain. I was very clear to the salesperson that the house in Winnfield would be new service and not a change from another provider. She said that I still qualified for a promotional rate they were offering of about $78.00 per month for the package that I was interested in. I agreed to this price and the installation was performed. However, when the first bill arrived, it was for about $118.00. I promptly called their customer service dept. I told them the error in my billing amount. They apologized for the problem, said they would take care of it, and not to pay by this bill but to wait for a corrected statement. When the second bill arrived, it too was for the wrong amount. I again called customer service. I was told a second that the correction would be made on the next statement. I offered to pay $150.00 over the phone because they were due some payment even though not the amount I was being billed. This was accepted. The next months bill arrived still with the wrong monthly charge amount. Called customer service again. This time I was told that they would submit the change to their marketing dept. who would make the correction. The next bill arrived uncorrected. Again called customer service. Unlike the previous customer service reps. the lady who answered was not at all interested in helping to get this billing error resolved saying that the marketing dept. had refused to make the correction because I did not qualify for the promo rate they were offering at the time my service began. I explained that the Suddenlink salesperson said that I did qualify. She said of the $118.00 monthly charge If you want the service, this is how much it costs. I cancelled the service at that time telling her that I would take my business to their competitor, and this was done immediately thereafter. They are still trying to collect the excess amount over what I agreed to pay them having turned the amount they claim is due of about $231.00 over to a collection agency and have submitted this amount as a charge-off to the credit bureaus, thus hurting my credit score. I want these erroneous charges corrected and my credit score restored with all due haste. If they continue to harass me with this incorrect billing I will use all legal means at my disposal, up to and including civil suit, to obtain a satisfactory remedy. Product_Or_Service: Cable television

Desired Settlement: Correct erroneous charges and submit to credit bureaus that account has been paid in full with no charge-off or late payments.

Business Response: Initial Business Response /* (1000, 7, 2015/08/04) */ We are actively working with Mr. ******** regarding his billing issue. We have provided him with our direct contact information should he need assistance in the meantime.

8/3/2015 Advertising/Sales Issues
7/31/2015 Billing/Collection Issues
7/30/2015 Advertising/Sales Issues
7/30/2015 Advertising/Sales Issues
7/30/2015 Billing/Collection Issues
7/30/2015 Billing/Collection Issues
7/29/2015 Billing/Collection Issues
7/28/2015 Advertising/Sales Issues
7/28/2015 Problems with Product/Service
7/28/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I SIGNED UP WITH SUDDENLINK PROBABLY ABOUT A MONTH AGO. BEFORE SIGNING UP I RESEARCHED THE OFFERS THE COMPANY HAD ONLINE. AND ON THEIR WEBSITE THEY ADVERTISE THEIR BUNDLE OPTIONS WITH TIVO THAT HAS NETFLIX CAPABILITIES, AND NO WHERE ON THERE DOES IT SAY TIVO IS AN ADDITIONAL CHARGE. WELL WHEN I SIGNED UP I SPOKE WITH THE SALES REP GAMMY AND SPECIFICALLY ASKED HIM ABOUT THE TIVO AND HE CONFIRMED THAT YES THE BUNLE INCLUDES THE TIVO SO I COULD ACCESS MY NETFLIX ACCOUNT. SO THEY CAME AND GOT ME ALL HOOKED UP WITH MY TV, INTERNET, AND PHONE, AND FOR THE PAST COUPLE WEEKS I HAVE BEEN TRYING TO ACCESS NETFLIX AND COULD NOT FIGURE IT OUT. WELL COME TO FIND OUT I WAS HOOKED UP WITH AN HD DVR BUT NOT TIVO THAT IS ADVERTISED ON THEIR SITE AND THAT I WAS PROMISED BY THE SALES REP. NOW I HAVE CALLED TO TRY AND RESLOLVE THE ISSUE HOWEVER, I WAS TOLD THAT THE TIVO PREMIERE IS NO LONGER AVAILABLE AND THAT I WOULD HAVE TO PAY AN EXTRA 7$ PER MONTH TO RECEIVE THE OTHER TIVO WITH A "MINI" (THIS IS ALSO NOT SPECIFIED ANYWHERE ON THE WEBSITE). NOW 7$ ISNT ALOT OF MONEY I WOULD NEVER MISS IT. BUT, THIS IS A MATTER OF PRINCIBLE. I WAS TOLD BY A SUDDENLINK REPRESENTITIVE THAT I WOULD RECEIVE A TIVO WITH MY PURCHASE AND DID NOT, AND THE TIVO IS STILL BEING ADVERTISED ON THEIR SITE WITH THE BUNDLE PACKAGES. Product_Or_Service: SL200 HDTV, Internet 75 & Home Phone Account_Number: XXX-XXXX-XXXXXXXXX

Desired Settlement: I WOULD LIKE TO RECEIVE WHAT I ASSUMED IWAS GETING AND PAYING FOR WHICH IS THE TIVO.

Business Response: Initial Business Response /* (1000, 5, 2015/07/28) */ We spoke with Mr. ******* regarding his ordering issue. We applied the appropriate credits to his account and consider this to be resolved.

7/27/2015 Advertising/Sales Issues
7/27/2015 Problems with Product/Service
7/27/2015 Advertising/Sales Issues
7/24/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Fails to provide services offered and paid for. Equipment inadequate for services offered, no signs of fixing the problem. No credit offered. SuddenLink has failed to provide the services being paid for or offered. I have had on going, major issues for nearly a year now, that have progressively gotten worse, and worse. I have now had 3 technicians come out over the course of nearly a year, I can only guess as a procedural step when responding to support requests by SuddenLink. SuddenLink has utterly failed to correct these issues whatsoever. The first technician indicated that the node in my area is over saturated, and that it was "being upgraded soon to resolved the issues." 5 months later they were not resolved. They were much, much, much worse. With nights of 70%+ packetloss, 1500 ping times, and very slow speeds. When it is even remotely stable, many evenings/afternoons I will get 0.7 to 2Mb. The second technician indicated our equipment and lines were perfect, but also confirmed that the node was saturated. He stated that SuddenLink and "just gotten the equipment in, and it should be upgraded in the next few weeks." Months went by, and it got even worse still - more and more frequently the service is atrocious. I contacted support in March, who indicated there was a delay, and that contrary to what the previous technician 2 months earlier had said, the equipment had still not yet arrived, but she had "no ETA." I contacted support yet again a few weeks ago. It has been 4 months and my service continues to degrade. There has been no tangible resolutions to this issue. This time, support indicated that the equipment was replaced in March, and the issues should have been resolved. Support indicated that they would credit my account for the poor quality of service, and I would just need to have a technician come out to verify that everything on our end is working. Multiple representatives stated this: "I am showing that the last update on the speed issues was back in March. I believe it would be best to have a technician back out to check everything there. The systems should have been replaced and working properly now. If you would like to have that scheduled, please contact us via phone or live chat. Once the issue is resolved, we will review your account and issue you credit for the service issues. I apologize for the trouble that you have had." ***** F. "I show that your area has had the base internet speed increased. Meaning that you have gone from 15 meg to 50 meg at no extra charge. Due to that I have re-provisioned your modem to assist with getting the speeds. " - **** Y. I'm not sure why **** Y. would up my speed by over 300% when SuddenLink cannot provide the service I was supposed to have. (15mb.) I can only presume that either someone has falsified the records that the support staff are looking at, to cover up the fact that they completely bumbled the upgrade to fix this area, or **** just has no idea what he's doing. "Once we have fully restored your services to the correct speed at all times, we will be happy to review your account and provide you a credit." **** G. This is a self-serving stipulation for getting credit back for SuddenLink's failure to provide service - that the service has to be fully fixed first. They have no incentive to do so with their monopoly in my area. The 3rd technician came out shortly after. He once again indicated that our modem/router is fine, as are our lines, and confirmed, yet again, that the node in this area is over saturated. He also said that SuddenLink did in fact "attempted to perform the upgrade in March... but it was a huge failure." He then said that SuddenLink was going to "try again in a few months." Support stopped responding to me after the tech came out. I had to file a new complaint, and now they are refusing to offer any credit, that they offered, citing that they are "investigating" the issue that they are fully aware of. I am an IT Technician, I need to do work from home, after hours. Many nights I cannot due to abysmal service.

Desired Settlement: For SuddenLink to provide the services being paid for by repairing their equipment in a remotely timely manner, and credit going back to the March, when support indicated the equipment had been replaced and the issues resolved. This was a lie. SuddenLink offered me the credit, asking that I have a technician come out, at which point they stopped responding to me, and now refuse the credit. The time for "waiting" is over. It has been over a year. SuddenLink needs to provide the services offered and being paid for. They are accepting payment for services they cannot provide, shown repeatedly through their constant inaction that they are in no hurry to fix it, but have no problem continuing to steal money and not provide the services offered.

Business Response: Initial Business Response /* (1000, 5, 2015/07/24) */ We're currently working with Mr. ****** to resolve this issue. They have our direct contact information should they need assistance in the meantime.

7/24/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Request to remove hard inquiry on my credit report There are two hard inquiries on my Equifax credit history, both places by Suddenlink on Apr 2, 2015 and Apr 8, 2015. I believe only one of them is necessary for the company to get my credit score, and the other one is a mistake and harms my credit score. The credit check on Apr 2 was likely due to a drop-out order, and I believe this credit inquiry should be removed (since only one order was completed). My name: **** *** My address: *** ***** ** *** *** ********* AR XXXXX

Desired Settlement: Please contact with Equifax and remove the hard inquiry on Apr 2, 2015.

Business Response: Initial Business Response /* (1000, 8, 2015/07/24) */ We spoke with Mr. *** and advised him that our collections department will notify the appropriate credit agencies regarding the duplicate credit inquiry. We provided Mr. *** with our direct contact information should he need further assistance.

7/23/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: To whom it may concern, I have dealt with Suddenlink for over 30 years. I had surgery about a year and a half ago AT&T called and ask my daughter if she wanted to change company. She agreed. I returned to Suddenlink after paying a year for breaking my contract and charged. Since I have returned to Suddenlink everything has been a nightmare. Bills are sent with different charges. I have been paying my bills. But I do not think they are recorded correctly. I never had problem before: Your office is calling to cut my service off because they say from not paying I have paid every bill that come to me. My cable and internet come separate. I write a check for each. Now its said I have not been paying. 3/12 126.16 4/3 32.40 5/1 57.49 5/5 35.00 6/4 35.00 6/4 57.49 7/2 35.00 My believing has been messed up. I was told I owe $176. I have never watched a paid program or not paid my bill. Someone in the office does not know what they are doing or not caring how they mess up.

Desired Settlement: Bills are sent with different charges. I have been paying my bills. But I do not think they are recorded correctly. I never had problem before:

Business Response: Initial Business Response /* (1000, 5, 2015/07/22) */ We spoke with Mr. ********** regarding her billing issue and went over her various statements. We provided Ms. ********** with our direct contact information should she need further assistance. We consider this to be resolved.

7/23/2015 Advertising/Sales Issues
7/23/2015 Billing/Collection Issues
7/21/2015 Problems with Product/Service
7/21/2015 Problems with Product/Service
7/20/2015 Billing/Collection Issues
7/17/2015 Advertising/Sales Issues
7/17/2015 Advertising/Sales Issues
7/17/2015 Billing/Collection Issues
7/17/2015 Delivery Issues
7/17/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Refund Check Bounced with No Resolution My refund check mailed to me was returned to me by my bank stamped "refer to maker" To this day I have not been able to get a response from the corporate office to get my check made good. This check is from 7/19/13 and it is check number XXXXXXXX. The amount is $40.00 and it was a refund for equipment returned from my old home. My bank has charged me $12.00 for the returned check.

Desired Settlement: I would like a replacement check for $50.00 to cover my expenses and the original refund.

Business Response: Initial Business Response /* (1000, 12, 2015/05/01) */ We are actively working to resolve Ms. ****'s refund issue. We provided her with our direct contact information should she need any assistance in the meantime. Initial Consumer Rebuttal /* (3000, 20, 2015/06/11) */ ********, Attached are the copies you requested. My bank statement clearly shows the check deposited on 12/6 and returned on 12/31. As of this point i have incurred more bank fees to provide you the requested information. Right now I'm requesting reimbursement of $150.00 and is detailed as follows: $40.00 Check Amount $12.00 Returned Check Fee $50.00 Research Fee $48.00 For Me because this is absolutely ridiculous Thank You, *****

7/16/2015 Guarantee/Warranty Issues
7/16/2015 Advertising/Sales Issues
7/16/2015 Problems with Product/Service
7/9/2015 Billing/Collection Issues
7/9/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Dishonest sales tactics Suddenlink emailed, texted, and even called me on the phone to get me to buy a new modem I don't need. I finally threatened to call in the Federal Trade Commission if they didn't leave me alone. More recently they sent me a message that my present modem wouldn't work after June 30. I went down to the local office today and harangued the poor lady about being forced to buy something I don't want or need. She went into the back room for a long while and came out to tell me that my present modem is ok. So, SuddenLink's business model includes harrassment, coercion, and lying. I would drop them like a bad habit if it wasn't such a PITA to switch providers.

Desired Settlement: a. Notify all customers that a new modem is not required, that their existing modem will work. b. Notify all customers who have recently bought the new modem that they can bring it back for refund.

Business Response: Initial Business Response /* (1000, 7, 2015/07/09) */ We've attempted to contact Mr. ******* by phone and email on several occasions but have been unable to reach him. As a result, we consider this closed until the Mr. ******* contacts us at the email address provided on July 9th.

7/9/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: In early April, 2015 we contacted Suddenlink and agreed to their service in a "bundle package" of television, phone, and internet for $154.00 per month. When installers arrived on April 23, there were questions regarding exactly which services had been offered. During the process of resolving that question, I asked for validation of the price and was given a different/higher price so I asked the installers to leave. I called Suddenlink (or they called)and spoke with ***** ***** who recalculated the price and committed to $156.24 per month for those services. I asked for the quote in writing and she sent an e-mail confirming the price. The services were installed on May 4, 2015.On May 16, while reviewing my credit card charges, I noticed that we had been charged $259.70 - should have been $196.24 since we had agreed to purchase a "booster" for too many outlets and TVs in this house. I called Suddenlink and spoke with ******** He researched and stated that someone had failed to apply all of the credits and the $156.24 rate was correct. He would make the proper changes including a credit to my credit card.On June 2,2015 we received our second bill - $263.34. I called Suddenlink and spoke with ***** ******** who attempted to calculate the proper charges and could not come up with $156.24. She asked for a copy of the e-mail from ***** ****** I sent it while still on the phone and waited while she took it to her supervisor. The supervisor could not talk to me for some reason but Ms. ******** stated that the supervisor had said they would honor the quote. I asked who would contact me and she committed to do that not a word.June 16: Spoke with **** ***** and sent a copy of the letter. He committed to research and get back the same afternoon or "first thing" tomorrow not a word.June 22: ******* in billing and asked for a **** ***** or a supervisor. Not a single member of management was available. "A member of management will call you back today or tomorrow." Not a word. Product_Or_Service: TV, Internet, Phone Account_Number: acct #XXX-XXXX-XXXXX

Desired Settlement: They should honor their quote and charge me $156.24 per month (forever) for the services they promised. There should be a credit for the current overcharges.You should reduce their BBB rating. Can you imagine how many people are getting this same treatment but do not have the time or patience to contact you. What they are doing is unethical and borderline illegal. It smells of the old "bait and switch" tactic which is illegal.

Business Response: Initial Business Response /* (1000, 5, 2015/07/07) */ We spoke with Mr. ***** regarding his billing issue, and the appropriate credits were applied to his account. We provided Mr. ***** with our direct contact information should he need further assistance. We consider this to be resolved.

7/9/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Advertised unlimited internet, now issuing an allotted amount with no notification of the change. When we were shopping for an internet provider in May of 2014, Suddenlink was the only provider. They advertised unlimited high speed internet, with no caps on service. After a year of no problems with a supposed "cap", we received an email stating that were were exceeding 80% of our allotted usage. Supposedly, we have a data cap of 250 GB per month. I feel that we were a victim of deceptive advertising and would like this problem rectified. They stated they have been doing this for a couple of years already, but yet we received offers for unlimited internet.

Desired Settlement: I would like Suddenlink to be held accountable for the deceptive advertising practices that it has perpetrated. I would also like to receive the unlimited plan that I was advertised.

Business Response: Initial Business Response /* (1000, 5, 2015/07/08) */ We spoke with Mr. ******* regarding our data plan policy. Data plans are one step among several that will help us continue delivering a quality Internet experience for our customers. Other steps include the sizable investments we've made - and will keep making - to provide greater downstream and upstream system capacity and more bandwidth per home. More information regarding our data plans can be found on our website at suddenlink.com/dataplans. We provided our direct contact information should he need anything further. We consider this to be resolved.

7/8/2015 Billing/Collection Issues
7/8/2015 Problems with Product/Service
7/8/2015 Advertising/Sales Issues
7/8/2015 Problems with Product/Service
7/2/2015 Billing/Collection Issues
7/1/2015 Advertising/Sales Issues
6/30/2015 Billing/Collection Issues
6/29/2015 Billing/Collection Issues
6/29/2015 Problems with Product/Service
6/29/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: 2nd Instalation service removed from schedule. March 27,2015 called Suddenlink and requested Internet service at Temporary residence.Installation was scheduled for March 31 2015 between the hours of 2-4 pm.Total charges due at time of installation was $128.50. March 31,2015 No installer showed to install service. Called Suddenlink and was told that it had been removed from schedule due to a write off from 10 years earlier for equipment not turned in. Explained that I had reciepts form 10 years previous on turning in the equipment. Approximately 1 week later ( April 2015) Installer showed up and installed Internet service.On June 12,2015 submitted VIA Suddenlink website a transfer of service to Permanent residence.Service was scheduled for June 16, 2015 betwenn 12-4. On June 15, 2015 recieved msg confirming the installer would be out to residence on June 16 between 12-2 pm. On June 16,2015 at approximately 3:30 pm I phone suddenlink and asked about my installation, was again told that it had been taken off schedule due to write off of existing equipment. Was told there was a new auditor, that was tougher than the first and that she went by the books, asked for phone number to reach out to someone and was told she did not have the phone number and asked for mine and I would recieve a call. Did not give my phone number, as my phone number was on file or I would not have recieved call confirming installation.

Desired Settlement: Tranfer of Internet service to Permanent location

Business Response: Initial Business Response /* (1000, 5, 2015/06/29) */ We contacted Ms. ***** on 06/22/15 regarding her account, and are actively working with her to resolve this issue. She has our contact number and email address should she have any questions in the meantime.

6/26/2015 Billing/Collection Issues
6/24/2015 Problems with Product/Service
6/24/2015 Problems with Product/Service
6/24/2015 Billing/Collection Issues
6/24/2015 Advertising/Sales Issues
6/22/2015 Advertising/Sales Issues
6/22/2015 Billing/Collection Issues
6/22/2015 Advertising/Sales Issues
6/22/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I had called to have my internet service cancelled in January, because I had gotten another carrier. They did not interrupt the service and I checked my bank statement, because it is on bank draft and they are still taking the money out. I called about the middle of May to find out why they were still taking the money out and they had not terminated my service. Whom ever I talked to that day told me that they would check into it. She checked and told me that it had not been interrupted and that there was some activity. I told her that I didn't know why that I a new provider. I asked her to cancel it that day and issue a refund she told me that she could cancel it, but could not issue a refund a manager had to do that. She then told me to let her check with a manager. She then told me that a manager would call me back to discuss this because there was nothing that she could, but she would discontinue my service. I called back two days later, because I had not heard for the manager, the connection was still active. No manager has returned my call to date. I asked them to send me a refund from January 28, 2015 until present. I have not heard from them. As of June 1, 2015 they took money out of my account for internet that is supposed to be disconnected. I have not used the internet. I am only using the phone service. It is jacked up I was having trouble with the phone service, a tech came out to fix it and ended up cutting the phone line in the kitchen and told me that I had to pay $150.00 to have it replaced when I paid over $400.00 when it was installed. He said that they didn't replace the line, (but I was charged for a new one) they used the one that was already there, so now my phone is plugged into the modem in my bedroom. I don't know if this has anything to do with this billing issue or not. They did not return my call nor did they refund me my money.

Desired Settlement: I would like for Suddenlink to refund my money from February to date, and to properly restore my phone lines at no charge since they did not install new ones at the time of installation.

Business Response: Initial Business Response /* (1000, 5, 2015/06/22) */ We contacted Ms. ******* on June 18th, 2015 regarding her billing issue. After researching her account, we applied the appropriate credits and offered to send a technician to her home to assess her phone line issue, which she declined. We consider this issue resolved.

6/19/2015 Advertising/Sales Issues
6/18/2015 Advertising/Sales Issues
6/18/2015 Advertising/Sales Issues
6/18/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Promised a $70 rate reduction for bundled services upon exchange of DVR for HD receiver. Mistakenly given another DVR and SL will not honor promise. I contacted SL on 4/20/2015 to inquire about a cheaper phone, internet, tv bundle for my 79 year old Mom who is on a fixed income. A nice gentlemen told me SL would reduce the monthly fee of $175.00+ to $105.72 for 6 months after which it would rise to $117.74 if my Mom exchanged her DVR (she has never used) for an HD receiver. He said he made notes in her file and the new rate would take effect as soon as she could exchange the DVR at the local SL office. On 4/21/2015, she took the DVR to the SL office and was met at the door by a lone female employee who took her DVR, went into the back and got another unit for her. Today I find out she was given another DVR instead of an HD receiver and the current note in her file is that she got a DVR on 4/21/2015. SL billing personnel said they could not honor the quoted rates, but could reduce her bill by $7.00 month if she returned the DVR for an HD receiver. The $175/month constitutes more than 10% of her monthly income before insurance, food, taxes, etc. She, and I suspect many others residing in Nacogdoches, Texas can't afford the rates provided by this "service" provider and the monopoly they constitute. In comparison, I have a better phone plan, faster internet and a much more robust fiber optic tv package in the DFW area for roughly the same monthly cost. At a minimum, Suddenlink should stand by promises made by their sales personnel. If my Mom drops her services for a month, she can sign up as a new customer for considerably less on a monthly basis.

Desired Settlement: Honor the bundled rate provided to me on 4/20/2015. The quote is as follows: If DVR is returned for HD receiver the New price for the exact same bundle and tv programming will be $87.57 plus fees and taxes ($105.72 total) for the next 6 months after which the service will cost $97.57 plus fees and taxes ($117.74 total) unless I want to drop the "family package" which will eliminate the $10 dollar increase.

Business Response: Initial Business Response /* (1000, 7, 2015/06/18) */ We are actively working with Mr. ******** to resolve his billing issue. We provided Mr. ******** with our direct contact information should he need any assistance in the meantime.

6/17/2015 Problems with Product/Service
6/17/2015 Advertising/Sales Issues
6/16/2015 Advertising/Sales Issues
6/16/2015 Advertising/Sales Issues
6/16/2015 Advertising/Sales Issues
6/16/2015 Guarantee/Warranty Issues
6/16/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have emailed and called sending in a check showing it was cashed but they failed to correct the problem and now I have a company internet down. I emailed on 5/5 and have a copy of this email showing that I did inform you that the account was paid and the service should not be turned off. on 5/19 it was turned off. This internet is a company account and I was working with a great rep on moving over accounts.. after the service I had on the phone today I don't think I would move one more account over that is 438 stores I would not every think about moving. I was told I could not talk to a supervisor and that she could NOT EVEN HOLD TO CONFIRM THAT SHE RECEIVED A EMAIL!!! I have the email if you need them. This is completely embarrassing the why you treat customers and if we ever did this to our clients we would be out of jobs.

Desired Settlement: A credit for the hours the store was down.

Business Response: Initial Business Response /* (1000, 7, 2015/06/12) */ We spoke with Ms. ****** on June 3rd regarding her billing and customer service issues. She confirmed that her billing issue had been resolved, and we addressed her customer service issue. We provided our direct contact information via email should she need further assistance. We consider this to be resolved.

6/16/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I disconnected my Suddenlink cable service and returned the cable box along with the remote within the ten day grace period allowed. However, as opposed to crediting my account for returning the equipment, I was charged $475.00. This was surprising, especially since I was supposed to have a $50.00 deposit credit. In addition, since they bill a month in advance, another credit from cancelling the service prior to the billing cycle's end date should have been posted to my account. I am shocked by this because I was encouraged to place the equipment in the drop box since my service was already disconnected. I was also informed they check in equipment placed in the dropbox periodically throughout the day, but that has not happened in my case and my account has not been cleared. I have called the Suddenlink call center several times since they usually have long lines, but the issue has not be resolved. In addition, individuals from the call center have sent them emails as well as put in requests to have this erroneous charge removed from my account, but it still has not happened. To this date (May 18th), the charge is still on my account and there seems to be no efforts on the part of the local Suddenlink providers part to resolve the issue. It is not right and it should not be a standard practice to charge customers when the equipment is in their possession as a means to obtain extra money. Product_Or_Service: Cable Service Account_Number: XXX-XXXXXXXXXXXXX

Desired Settlement: I would like a $475.00 credit posted to my account because this bill is due on May 26, 2015. I would also like a formal apology because this has caused unnecessary stress in my life when this should be one of the happiest times of my life.

Business Response: Initial Business Response /* (1000, 13, 2015/06/16) */ We spoke with Ms. ***** and confirmed that the appropriate credit had been applied to her account on May 21st. We provided our direct contact information should she need further assistance. We consider this to be resolved.

6/11/2015 Advertising/Sales Issues
6/10/2015 Advertising/Sales Issues
6/10/2015 Billing/Collection Issues
6/9/2015 Advertising/Sales Issues
6/9/2015 Problems with Product/Service
6/8/2015 Billing/Collection Issues
6/5/2015 Problems with Product/Service
6/4/2015 Advertising/Sales Issues
6/4/2015 Problems with Product/Service
6/3/2015 Billing/Collection Issues
6/3/2015 Problems with Product/Service
6/3/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: There's been a underground cable not working. I've paid big bills and for 1 year and several months I've called all last summer they sent 5 men to check everything they finally told me it was a bad cable I was tired of paying bills 100.39 dollars 139.00 then 110.00 now 113.00 they knocked my bill down first $8.00 then 52.00 then $6.00.

Desired Settlement: I don't see why I had to pay all these bills. I've called for 6 months straight but never got good service many times I never ever kept my phone on it went off several times a week for 2 or 3 months they have been forever fixing cable.

Business Response: Initial Business Response /* (1000, 7, 2015/06/02) */ We spoke with Ms. *******' daughter on June 2nd and confirmed that this line issue had been resolved on May 27th. The appropriate credits have been applied to Ms. *******' account. We provided Ms. ******* with our direct contact information should she need further assistance. We consider this to be resolved.

6/3/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have reported video problems to Suddenlink Communications technical support on 3 occassions over the last 3 weeks involving video problems on one particular channel during a particular program. The channel is HLN and the program is Forensic Files. A service technician came to my home and confirmed it was not my equipment and told me he would notify technical support. When I talk to technical support, I am always given the same answer which is, "I will contact my supervisor about this problem." Product_Or_Service: Cable Service

Desired Settlement: I want the video problem resolved.

Business Response: Initial Business Response /* (1000, 5, 2015/05/28) */ We've researched Ms. *****'s account, and based on our records it appears this issue was resolved on May 23rd. We've attempted to contact Ms. ***** to confirm, but have been unable to reach her. The details of the attempts to contact are: Phone message left on May 27th Phone message left on May 28th Email sent to email address included in complaint on May 28th As a result, we consider this case closed. If Ms. ***** needs additional assistance, she may contact us at the email address provided on May 28th.

5/28/2015 Advertising/Sales Issues
5/28/2015 Billing/Collection Issues
5/28/2015 Billing/Collection Issues
5/28/2015 Billing/Collection Issues
5/26/2015 Billing/Collection Issues
5/26/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: cancel the contract with competitor due to being told services could be established through this company at a cheaper rate received letter stating that I could save money by bundling cable and internet through Suddenlink called set up an appointment they stated over the phone that my home was compatible with their service Suddenlink had been at this house before. Appnt. Set 5/2 between 10-12. Services cancelled with prior company on the date technician came from Suddenlink to hook up service. after almost two hours he stated that it appears the line under the ground somewhere is damaged service cannot go through. they could rig a cable all across the entire acre of my property until techs could come back and dig up the yard to make a new underground cable connection but they are backlogged and that would not be possible for another 5 months. customer service called I stated it is not acceptable it is a liability to have a cord running the entire length of my property were children Car ATV's and animals are also during monsoon season it's not safe ******* ***** in the sales department stated that the option that they have but they would not cover liability if something bad happened. I asked for reimbursement because now I have a disconnect bill for my prior company that I will have to pay and try and get their services to come back in my home .she said they don't reimburse I said the letter I received in the mail stating the different plans nowhere on that letter or in my conversation set an appointment was I told there could be a possibility of anything other than service starting to the contrary I was told they could set up services based on it being provided in the homek that's the ONLy reason I cancelled my other services. she stated that they can't help that when they came out to the home there was a problem underneath with the cable they didn't foresee that happening. I stated I was never told in fine print or otherwise that that could be a possibility I was told suddenly could set up services therefore they should reimburse me because it was not correct . I attempted then to be transferred somewhere else she said there was no where else to transfer me I stated over and over I want to file a customer complaint she stated I'll file it after we hang up .with the supervisor in the field of the technician who was already out here I stated why would you file a complaint with the people who were already aware and trying to help resolve the problem she did not have an answer nor she would not state if there was a Dept I could speak to specifically for complaints. I asked for documentation for my records regarding the situation she stated there is no documents it is all done internally she gave me an account number XXX XXX XXX but since I don't have service with them its not going to show any information.

Desired Settlement: reimbursement dor the early terminatiom fee I had to pay for the other company when I ended services in my contract with prior company for Suddenlink

Business Response: Initial Business Response /* (1000, 7, 2015/05/20) */ We are actively working with Ms. **** to resolve this issue. We provided Ms. **** with our direct contact information should she need further assistance in the meantime.

5/25/2015 Billing/Collection Issues
5/21/2015 Advertising/Sales Issues
5/20/2015 Advertising/Sales Issues
5/20/2015 Billing/Collection Issues
5/20/2015 Advertising/Sales Issues
5/20/2015 Delivery Issues
5/20/2015 Problems with Product/Service
5/20/2015 Billing/Collection Issues
5/19/2015 Advertising/Sales Issues
5/18/2015 Problems with Product/Service
5/18/2015 Problems with Product/Service
5/18/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: When i get this sudden link Internet Told them My Son is deaf He use Internet A lot told me Don't worry about the billing usage it suppose same usual every month not over charges on usage on internet now it went up $180 Normal billing Supposed be $126 ever months Why u don't help disabling people such deaf hearing impair and Senior Citizen

Desired Settlement: i been with u for 2 year Internet usage Billing never went up till now I would like it be fix as usual not over usage on billing I never late on payment One more time if i see other Usage internet go up This would be not right! also WHY U DONT HELP THEM AS respectful way not over Charge them

Business Response: Initial Business Response /* (1000, 5, 2015/05/12) */ We spoke with Ms. **** regarding notifications for our data allowance plan. Our data allowance plan was introduced in Ms. ****'s area by October 2013. The program is noted in several places on our website: in our residential services agreement, a public FAQ page, and (for customers who register their accounts at Suddenlink.net) an Internet usage summary page, which is updated daily. We applied the appropriate credits to Ms. ****'s account and provided her with our contact information should she need further assistance. We consider this to be resolved.

5/13/2015 Billing/Collection Issues
5/13/2015 Billing/Collection Issues
5/13/2015 Problems with Product/Service
5/12/2015 Billing/Collection Issues
5/12/2015 Billing/Collection Issues
5/12/2015 Billing/Collection Issues
5/12/2015 Advertising/Sales Issues
5/12/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I am a sudden link customer and have been for almost 7 years. We have repeatedly contacted them in the past 3 months to come and repair our signal and lines where I live due to the connection of our internet being slow. I pay for 30 download and 2 upload speed. Currently my readings are 10 ping, 8 download, and 0.04 upload. They have sent technicians to my home countless times in the past 2 weeks and still the signal is slow i am not getting what i am paying for and it is ridiculous. The area I live in has had issues with the lines because they have not been replaced in almost 7-8 years,(Since we started paying for the service). My son and daughter are both in school and need to be able to do lab assignments and other homework for their classes. All that i am asking is that the company send an Advanced tech out to fix this issue. We are loyal customers that never miss a payment and i just want to be able to get what i am paying for. Thank you. Product_Or_Service: Cable/Internet Account_Number: ****

Desired Settlement: All I want is for the connection issues to be resolved. I have been lenient with the company for quite some time. And it just getting ridiculous paying for something that's not what i am asking for. I understand that weather can be a factor in some of the problems but not constantly.

Business Response: Initial Business Response /* (1000, 5, 2015/05/06) */ We spoke with Mr. ******** on May 6th regarding his internet service issue. We confirmed that this issue had been resolved on April 25th and applied the appropriate credits. We provided Mr. ******** with our direct contact information should he need any further assistance. We consider this to be closed.

5/11/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Suddenlink has constantly changed my bills since I've been with them. I would love to switch companies but they are the only Internet provider in my area that is not satellite! I got quoted an entirely different price than what I recieved. I originally had just in tenet at a promotion price of 50mb for 45 dollars a month and wanted to add tv and my final price was around 130 a month. My first bill I just recieved was 214 DOLLARS!!! No one at call center is assisting me and can never get a supervisor on the phone. They did however tell me the Internet promotion I was on got STRIPPED away from me because I added tv. They told me that WOULD NOT happen. Today I had a woman tell me a supervisor did call me and left a voice mail then proceeded to call me a liar when I told her I never got a call!! I went back and checked my voice mail and of course NO message from Suddenlink!! I'm sick and tired of these games with them! Product_Or_Service: Internet and Cable

Desired Settlement: I would love a free month of service for being called a liar and nothing being done about my account! And for my bill to be THE PRICE I WAS QUOTED!!!!

Business Response: Initial Business Response /* (1000, 5, 2015/05/05) */ We spoke with Mr. ******* and confirmed that his billing issue had been resolved on April 30th. We provided Mr. ******* with our direct contact information should he need further assistance. We consider this to be resolved.

5/11/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Started cable service 2008,technical problems with tv/box installation for years occurred with sound up/down, picture darken/lighten,& caller id on box would never work.Co.notified & made repairs such as replaced box,cords inside/outside & asked that I start accepting problem couldn't be fixed. Finally,around March 2014,problem worsened tv started to blink off reps.would help reset over phone. It occurred several a day so after months of complaints/ phone attempts, they brought out repair team along with a Supervisor,Mr. ******** ***** in May. Determined the entire time improper wiring/underground etc. and attachment to building/ home.Other technical items stated bu(t unclear and all of this info was discussed with me by ******** ***** and apology received for poor service.Wanted me to contact him for anything starting that day.They needed to replace the wires underground the next week so I would have the the problems a little longer.I told him he would be contacted for credits.We spoke later and was going to take care of past due charges because I was leaving home July 1. Never received another verbal call from this person.Left numerous msgs & found that a $50.This co.is responsible for years of poor services and damage to my tv so paying past charges should have been exactly what Mr.***** was surpose to do then remove all of from my credit report asap.Lastly, there were hundreds of times when I had to pull the plug from the wall,replug, wait minutes for box reset. Lots of time w/o cable $$$ Product_Or_Service: cable Account_Number: XXXXXXXXXXXXXXXX

Desired Settlement: Any charges due:Credit applied to account Clear/Credit Report of any collection info reported

Business Response: Initial Business Response /* (1000, 7, 2015/02/25) */ We spoke with Ms. ******* on February 19th regarding her request for credits due to a service issue. After reviewing her account, it was determined that Ms. ******* had received the appropriate amount of credits on July 3rd. We provided the customer with our direct contact information should she need further assistance. We consider this to be resolved. Initial Consumer Rebuttal /* (3000, 14, 2015/04/13) */ I tell them I'm not satisfied and they said they'd take it back to the committee. Then they come back and tell me they'll go along with what they decided. I've stated I cannot accept it and I've asked them to send that decision in writing so I can go through proper procedures. She tells me to let her send it through the committee one more time and then I don't hear from her. I call back after not hearing from her and she tells me to let her take it to the committee. I believe they are giving me the run around. Final Consumer Response /* (3000, 19, 2015/04/28) */ 04/29/15: I got a letter from them 2 days before I submitted my complaint. They were not going to make any changes and only give a credit of $50. The $50 is not acceptable and I am requesting the $186 that is in collections to be paid as a refund. I had so many issues with the service and in August of 2014, I moved to a new residence. I had poor service for over a year. Suddenlink have on file every time they came out to my home. I asked ******** to talk to the committee, because every single time I called they either tried to help me over the phone to reset the service and 5 times they came to my home to make repairs. They finally discovered that it was a wiring problem. Mr. ******** ***** told me he was going to work out a solution. I have his phone number and he would never called me back. 05/01/15: Mediator called consumer and left a voice mail message. 05/04/15: Mediator called consumer and left a voice mail message. 05/11/15: Mediator received voice mail message from consumer. 05/11/15: The $50 credit was given and I do not accept it because it is nothing. They always addressed the issues but new issues would happen. I feel I should have been given more of a refund. Final Business Response /* (1000, 20, 2015/04/28) */ 05/07/15: Mediator called business and left a voice mail message. 05/08/15: She is disputing $186.27 she was disconnected for non payment and the amount is in collections. We gave her credits and she had 4 service issues in 2014, which we responded to and resolved. We gave her a credit of $24.70 in May 2014 and $50 in July 2014. Her main issue she is not accepting the remaining charges for services rendered of $186.27. On our end we have done everything we can and will. She no longer has our service.

5/11/2015 Advertising/Sales Issues
5/11/2015 Advertising/Sales Issues
5/8/2015 Billing/Collection Issues
5/7/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Oh where do I start?Let me first say that I'm not one to complain about anything. I really don't. I've dealt with a ton of companies in my adult life and have not once written a BBB report. That said, here goes. When I first started with Suddenlink, I was offered a discount to switch from ****** *** Was quoted a sales price, ordered it, and the bill was all wrong by a large sum of money. It took me almost 6 months of calling and requesting a manager review the sales call for them to fix my price. which they ultimately did, but I had to manually email a manager every single month from then on out. This took up a substantial amount of my time. Suffice it to say I was not happy about this, but Suddenlink is the only broadband provider in my neighborhood so I had to go with it.Outside of having other small issues, the one I'm dealing with now is the Data cap. Suddenlink keeps telling me I'm going over my cap. I have a high tech router that tells me where all of my internet goes and how much is being used. The numbers my router reports to me are no where near the numbers I'm being billed for. I even unplugged everything for almost 36 hours. This means everything. All TV, Cable, Routers, Modems, EVERYTHING unplugged. This should lead to a zero usage of everything. Somehow Suddenlink reported I used .4 gigs that day. This is impossible. And the technician couldn't tell me why. He told me my modem might be broken. So today we went to Suddenlink to get rid of our TIVO minis (because according to their reps these things suck up bandwitdth) and swap out the modem... . Which means now were paying the same money for less service, and still with no guarantee of the internet issue being fixed. So far Suddenlink has cost me a sufficient amount of time. Caused constant grief, and has been more unhelpful and unconcerned than any company I've ever worked with. I have spend hours, and hours with these people on the phone. And overpaid for terrible service for too long. Product_Or_Service: Cable and Internet Account_Number: XXX-XXXXXXXXXXXXX

Desired Settlement: I would prefer to be financially compensated for my time and internet overages. And given a fair rate on my services.

Business Response: Initial Business Response /* (1000, 7, 2015/05/06) */ We spoke with Mr. ********* on May 6th regarding an internet service and billing issue. We applied the appropriate credits and provided Mr. ********* with our direct contact information should he need further assistance. We consider this to be resolved. Initial Consumer Rebuttal /* (2000, 9, 2015/05/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) I didnt expect to be compensated at all. pleased it happened. Still wouldnt go back to them though.

5/6/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Please review my account and you will see the numerous calls and service disbatch calls from day ONE of having installation. Never Worked My account at XXXXX ***** ****** Texas XXXXX speaks for itself. We have never had service that was not disrupted for very poor quality since we accepted your service. I have discussed filing suet over the issue of failure to provide service. My bill has been adjusted one time, yet our service still does not work properly. We have started dropping services and will continue until since your technicians cannot seem to correct the issue.

Desired Settlement: Resolution of full refund, and continued free service until the matter is corrected. I have had 5 floor managers on the phone at the same time. I have TechII cell numbers, ***** ******* number as he was here personally. The VP called me and this issue remains. I paid simply to avoid termination but if the problem is not resolved. I will take this matter to court for reimbursement, as well compensation. Tonight alone our online test through your site shows 3 tv set boxes having troubles and the modem has gone out 44 times within a 3hr span. I should not be paying for a service you are not providing in full. The tv radio stations will not even play without cutting out. I'm fed up. The law office I work for remotely is fed up as well from me being knocked out of remote or VPN sessions.

Business Response: Initial Business Response /* (1000, 13, 2015/05/01) */ We've researched Mr. *********'s account, and based on our records, it appears this issue was resolved on April 24th. We've attempted to contact the customer to confirm, but have been unable to reach him. The details of the attempts to contact are: Phone message left on April 24th Phone message left on April 30th Email sent to email address included in complaint on May 1st As a result, we consider this case closed. If the customer needs additional assistance, they may contact us at the email address provided on May 1st. Initial Consumer Rebuttal /* (3000, 20, 2015/05/04) */ Via Email: Mr. *********, My name is ********, and I'm with the Corporate Customer Care department at Suddenlink Communications. I've received your complaint with the Better Business Bureau, and I'm sorry to hear that your experience has been less than exceptional. I've attempted to contact you via the phone number provided, but have been unable to reach you. The details of the attempts to contact are: * Phone message left on April 24th * Phone message left on April 30th According to our records, this service issue was resolved on April 24th. As a result, we consider this case closed. If you are still in need of assistance, please feel free to contact me at ************ or by replying to this email. I'd be happy to look into this for you. Thank you, ******** Your records are wrong. This why there will be no communication that is not documented. There was tech at my house on the April 28th. He entered the residence, attack, backyard, front yard, and laddered the pole. He replaced the modem and one drop. He did not fix the issue, only determined there were still errors, inside, outside at the box and AT THE POLE. I have surveillance cameras that cover my entire property. I strongly suggest you get your information correct, or at least verify it to see who is giving you false information. Because you are being lied too, whether it's verbally, electronically, or someone is entering incorrect data into your system. Final Business Response /* (4000, 22, 2015/05/05) */ We have applied the appropriate credits to Mr. *********'s account, per his request. We consider this to be resolved. Final Consumer Response /* (2000, 24, 2015/05/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) Although we are still showing on the Set Top Boxes an error in equipment, when running self diagnostic troubleshooter on the suddenlink.net website. I have talked with council and they advise me to close the case until further major interruption, and deal with support, line techs and home techs. Considered Closed.

5/6/2015 Billing/Collection Issues
5/5/2015 Advertising/Sales Issues
5/4/2015 Advertising/Sales Issues
5/1/2015 Problems with Product/Service
5/1/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Suddenlink Communications is running ads on the television which state that a mandatory speed upgrade happened in the area however there is no price increase, it's free. Today my bill reflected a price increase. When calling to discuss my bill with a Suddenlink rep, I was told the 50.0 MBPS upgrade incurred a $3 price increase. This is false adverising and I should be refunded the price increase. The agent stated that is not possible. I spoke with a Supervisor, **** ******** who told me she was not aware of the commercial but there would be no refund or reduction of the fee. She ended the conversation even though I repeatedly explained to her she had not resloved my complaint and thought she had hung up the phone. She then started speaking to coworkers about the call and admitted that she made committments to me that she never intended to follow through on and even explained to an agent how to "put a customer on hold when they frustrated or **** you off" by just telling them the system needs to update so they need to hold while it does that. Her conversation continued by using cuss words and telling others of her displeasure with me and the conversation. Product_Or_Service: Cable/Internet/Home Phone Account_Number: XXX-XXXX-XXXXXXXXX

Desired Settlement: I would like a refund of the fees incurred and even then I'm not sure I will remain a Suddenlink customer because I can not see how a company could allow a customer to be treated this way.

Business Response: Initial Business Response /* (1000, 7, 2015/05/01) */ We've attempted to contact Mr. ****** on several occasions but have been unable to reach him. The details of the attempts to contact are: Phone message left on April 24th Phone message left on April 30th Email sent to email address included in complaint on May 1st In the email sent on May 1st, we informed Mr. ****** that at the time the speed upgrade was completed, the price he had been paying should have stayed the same. The recent adjustment is not related to the speed upgrade, per se, but to the total underlying cost of providing the service, which continues to increase. We consider this closed until the customer contacts us at the email address provided on May 1st.

4/29/2015 Advertising/Sales Issues
4/28/2015 Advertising/Sales Issues
4/27/2015 Problems with Product/Service
4/27/2015 Billing/Collection Issues
4/23/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: bill of 85.00; owed by ex husband- sent to collections in my name- can't get anyone to help me with this issue. I moved from **** ****** way Georgetown tx XXXXX in 10/2010. Service was on in my name with cosubscriber ***** ****** Disconnected for non payment 8/24/2011. He then made arrangements to pay in 2 payments - had service turned back on in his name - ***** ****** Now Suddenlink is saying I owe 85 dollars which they sent to the credit bureau. I was told to bring in lease or electric bill showing I did not live there during this time, which I did. I was living at ****** **** in Georgetown. Now I can't get collections to return my calls and I can't get svc because of this bill. I am being passed around from the local office to the billing back to the local office without a resolution. This has been going on for 2 months! This has been on my credit since 2011! Meanwhile, my ex has service on at his apt. ***** ***** admits this is his bill and he said he paid it. There is also documentation he made pymt arrangements with suddenlink per the rep I spoke with at local office. Where is justice?

Desired Settlement: I want this balance removed off of my credit report and I want this balance transferred to the rightful owner of this bill. ***** ***** His number is XXX-XXX-XXXX. thank you, ******** ***** Previously *******

Business Response: Initial Business Response /* (1000, 5, 2015/04/22) */ We spoke with Ms. ***** on April 22nd regarding her billing issue. We applied the appropriate credits and notified the Credit Bureau. We provided Ms. ***** with our direct contact information should she need further assistance. We consider this to be resolved.

4/22/2015 Advertising/Sales Issues
4/22/2015 Billing/Collection Issues
4/22/2015 Billing/Collection Issues
4/22/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Suddenlink discovered overcharging us since March 2011. Initially told us they would issue refund for 4 years now saying for only 6 months On April 1, 2015, my husband called Suddenlink to explore decreasing our services with them since the rates continue to increase. (Account number: XXX-XXXX-XXXXXXXXX, Account name: A *****, as A is my middle initial) During the course of the conversation, Billing agent "*****" told my husband they had been overcharging us since March 2011. They had been billing us for "10 connections" instead of the "4 connections" we have. The statements we have been receiving do not indicate that we had been paying for 10 connections. "*****" told my husband that a refund would be issued to us dating back to March 2011, which would amount to $700-$800. My husband teaches and had to get to class, so "*****" told him to call back and then sort out the services we wanted. My husband called back today, April 2, 2015, to sort out the services we wanted. "*****" informed him that she had spoken to her manager, and the manager said that Suddenlink would only issue a refund for 6 months, which is about $84.

Desired Settlement: We seek full refund amount dating back to overcharging date that began in March 2011 according to Suddenlink.

Business Response: Initial Business Response /* (1000, 5, 2015/04/16) */ We received an email from Ms. ***** confirming that her issue had been resolved on April 4th. We provided Ms. ***** with our direct contact information should she need any further assistance. We consider this to be resolved.

4/21/2015 Advertising/Sales Issues
4/21/2015 Billing/Collection Issues
4/20/2015 Advertising/Sales Issues
4/20/2015 Billing/Collection Issues
4/20/2015 Billing/Collection Issues
4/20/2015 Advertising/Sales Issues
4/20/2015 Problems with Product/Service
4/17/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Suddenlink Communications failed to complete all necessary steps to have my service transferred without delay from Century Link. On the day of the initial installation we were to have all services completed (internet & telephony). That did not happen. The customer service representative failed to obtain my permission to transfer my phone number. Consequently, when the installer was attempting to transfer service was unable due to the missing authorization.We were given a temporary number while the problem was resolved. Later that day I spoke with a Suddenlink representative who realized their mistake and proceeded to get the necessary authorization. At that time she informed me that the temporary number had to be suspended immediately. I understood that my phone service was going to be activated with the original number immediately. We are without telephone service at the home where my mother who is 91 years old with Alzheimer and diabetes. I have contacted Suddenlink multiple times to have a technician dispatched to our home to complete the activation but am told we just have to wait.I have a special telephone for the hearing impaired without which I'm unable to adequately hear phone conversations.

Desired Settlement: That service be completed right away or that installation be undone and service be returned to previous provider.

Business Response: Initial Business Response /* (1000, 5, 2015/04/15) */ We spoke with Ms. ****** and confirmed that her telephone porting issue had been resolved on April 9th. We applied the appropriate credits and provided Ms. ****** with our direct contact information should she need further assistance. We consider this to be resolved.

4/16/2015 Advertising/Sales Issues
4/16/2015 Billing/Collection Issues
4/16/2015 Delivery Issues
4/16/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I went into the office to update my modem, and the rep said I could get my cable cheaper by adding digital because of the bundle. She said my bill would go down $4.86 per month and I would have more channels. I got my first bill and it is more than $12 higher. Talked to online rep and she said she was sorry if the in store rep misled me, but my bill is what it is and nothing can be done. I feel like I was intentionally misled. When I complained on their Facebook page they blocked me.

Desired Settlement: I want my bill to be as promised.

Business Response: Initial Business Response /* (1000, 7, 2015/04/10) */ We spoke with Ms. ****** on April 10th regarding her billing issue. We applied the appropriate discounts and provided Ms. ****** with our direct contact information should she need anything further. We consider this to be resolved.

4/16/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Unfair increase of my bill, with no explanation Bill date 3/11/15

Desired Settlement: Reduce amount on this bill and reduce it to an agreeable amount. Also return the amount not fair from the beginning of this contract.

Business Response: Initial Business Response /* (1000, 7, 2015/04/16) */ We've attempted to contact Ms. ********* on several occasions but have been unable to reach her. The details of the attempts to contact are: Phone message made on April 9th Phone message made on April 14th Email sent to email address listed on customer's account on April 14th If Ms. ********* needs additional assistance, she may contact us at the email address provided on April 14th. We consider this to be resolved.

4/13/2015 Advertising/Sales Issues
4/13/2015 Problems with Product/Service
4/13/2015 Billing/Collection Issues
4/10/2015 Problems with Product/Service
4/10/2015 Advertising/Sales Issues
4/9/2015 Billing/Collection Issues
4/8/2015 Advertising/Sales Issues
4/7/2015 Advertising/Sales Issues
4/7/2015 Billing/Collection Issues
4/2/2015 Problems with Product/Service
4/1/2015 Billing/Collection Issues
4/1/2015 Problems with Product/Service
4/1/2015 Billing/Collection Issues
4/1/2015 Billing/Collection Issues
4/1/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I just got my internet service shutdown for exceeding my 250 GB limit by Suddenlink. I never agreed to a 250 GB limit. I have used more than 250 GB for the previous three months I have had this service and this is the first I am being informed of any type of limit. When I called to resolve this issue the representative told me he was sorry this limit wasn't explained to me when we first got the service but wouldn't do anything to correct this issue. His response was "all the major companies are starting to do this." This justification is unacceptable. I never agreed to a limit in the first place and I wouldn't have gotten the service if I knew there was a limit. The whole point of getting a home internet service is for unlimited internet access to stream movies, play video games and surf the internet. Also, our service has been going in and out every night at 8pm on for the past month. Product_Or_Service: Internet Service Account_Number: XXXXXXXXXXXXXXXX

Desired Settlement: I would like the limit removed. If that is not able to be done I would like a refund for every time I exceed the limit. If that is not done I would like a refund of the installation cost and to have the installation cost of a different company's services covered.

Business Response: Initial Business Response /* (1000, 7, 2015/02/24) */ We spoke with Mr. ********** on February 12th regarding Data Allowance Plans. Allowances are one step among several that will help us continue delivering a quality Internet experience for our customers. A relatively few customers use a disproportionate amount of bandwidth, which can negatively affect the Internet experience of those who use far less. Therefore, as a complement to our network investments, we've established allowances. We offer information about this program in multiple forms, including at our website, at **********.com/allowanceplan. Also, for the relatively few customers who exceed their allowance, we send them overage and other usage notifications, and we provide relevant information on their bill statements. We provided Mr. ********** with our direct contact information should he need any further assistance. We consider this to be resolved. Initial Consumer Rebuttal /* (3000, 9, 2015/02/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) This still was not explained to me when I had the system installed in my house and started my account. I don't have cable tv and I stream videos through the internet. I also take graduate school online and my wife works from home online. I explained this to SuddenLink when I ordered the service. No once was the data limit mentioned when I made the order or when the system was installed. SuddenLink is making out as if I'm hurting other customers by using a service I'm paying for. I would like a refund of all the install cost and the price of renting the modem. Also they are still not solving my problem. They are just saying I'm the problem. Final Consumer Response /* (3000, 14, 2015/03/09) */ 03/10/15: Mediator called consumer and left voice mail message. 03/12/15: I was not told when I signed up that there was a cap on data. I would like a refund for the installation charges and a couple of months of rental on the modem. I will send you the documents on the charges. 03/17/15: I am delayed due to work issues. I will get with my wife and have her send the documents. 03/25/15: Mediator called consumer and left voice mail message. 03/27/15: Mediator called consumer and left voice mail message. 03/30/15: I am extremely sorry this has taken so long. We have had some family emergencies. Here is the break down of what we are asking for: $40 installation charge $60 modem monthly $10 rental fee times 6 months of service total of $100 04/01/15: I had no idea there was limit and was not told when I signed up. I just want others to see this complaint and be made aware there is an Internet cap on service. I have been contacted by Suddenlink and made aware of the policy. Final Business Response /* (1000, 15, 2015/03/09) */ 03/30/15: Mediator sent business email with the case number. 03/31/15: This is our Allowance Plan and he would receive 3 notices before he would receive a charge. This is a company policy and we are not going to change the policy. We have reached out to him. We cannot give a refund on a company policy.

3/30/2015 Billing/Collection Issues
3/30/2015 Billing/Collection Issues
3/27/2015 Billing/Collection Issues
3/27/2015 Advertising/Sales Issues
3/27/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Suddenlink has increased my bill to 129.58 from 102.97 I have called numerous time & transferred around b/c this is not my job or cannot help you. Today I made another call b/c no one can tell me why it has increased other than the amount I was paying was only for 12month & when that expired my costs went up. First off I signed for the bundle 12/23/13, no time frame etc just at that time took the service I could afford with my budget. Another issue is bill is due by 25th of month, when I get paid & even discussed this when I first signed up at this new address, instead every month charge $2 & even when my bill is paid I will still receive notices of disconnection b/c my bill has not been paid & is always after I have paid the bill & received before the 25th of the month with these threatening notices. Suddenlink gave me bundle costs with no expiration, so now tact on other things & increase bundle by $20 w/o any notices or changes going to occur in my bill. As I stated when Suddenlink offers other services or increase of speed is such a joke - again I have made numerous calls with the slowness, no service throughout the year, television advertisements is a JOKE & LIES no one in that company or who they hire tells the same story with the calls I have made spending one hr or more, transferred from here to there just to pass it on w/o taking care of the customer & not fraudulent charges, increases being made. Account_Number: XXXXXXXXXXXXXXXX

Desired Settlement: First I want all of the late charges for the past 14 months refunded.I want the agreed amount when I signed up at this address 102.97 monthly to stay that way Triple Three bundle went from $90 - $110 w/o any explanation "sneaks it in w/o any explanation"Time on the phone which is not easy when no one can explain it other than making it up I had 1 yr contract (no proof or signed contract for one year) 1 Month free service for all my trouble/time spent on this error, not my error, Suddenlinks

Business Response: Initial Business Response /* (1000, 5, 2015/03/02) */ We spoke with Ms. ****** on February 27th and are actively working to resolve this issue. We provided Ms. ****** with our contact information should she need anything further in the meantime. Initial Consumer Rebuttal /* (3000, 12, 2015/03/12) */ Suddenlink is refusing to credit my bills from 12/14 & has not by law notified me of my increase that started then b/c suddenlink is stating I was in a promotional period & where they can offer less to new customers but not to existing customers. Now stating will not go back & give those credits to my bill that was wrongfully charged w/o any notification. I have spoke several times & this last time w/***** & states has authority to set up for $111 monthly plus charges but a month ago could not give any discounts. Received call twice from someone in corporate named ***** & no one could find her number or her but she was just passing the buck to someone else to work with me but they are not working with me to help me, still increase that I cannot afford & so I paid my bill current month of 102.97 & then on 03/07//15 turned off everything, my only source of communication with phone, we received large amounts of snow & my bill was paid & still will not take care of this. What am I to do & what is BBB going to do about it. This is a legitimate complaint. Suddenlink raised my costs w/o legally notifying me to let me know to give me that choice instead just charged me that is not fair act on suddenlink & someone needs to get this addressed. I am tired of spending all this time calling & getting no results. My time is valuable also. So how is BBB going to help me or stand with me on this when Suddenlink is not doing anything. Thank you ****** ****** Final Consumer Response /* (3000, 17, 2015/03/23) */ 03/24/15: Mediator called consumer two times and line is busy. Called again at 10:45AM and still busy. Called again at 2:40PM and phone was still busy. Mediator sent introductory email to consumer. 03/26/15: Mediator called consumer and line has a busy signal at 11:17AM. Called again at 1:14PM and the line is still busy. Unable to contact.

3/25/2015 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: They advertise that the connectivity here in lake havasu is 50 mp down. No it is not. NOt even close. make it faster.

Desired Settlement: fix it.

Business Response: Initial Business Response /* (1000, 5, 2015/01/02) */ We spoke with the customer on 1/2/14 and have addressed their concern. We consider this to be resolved. Initial Consumer Rebuttal /* (3000, 12, 2015/02/18) */ Suddenlink advertises that they offer 50 mbps in Lake Havasu, on my bill it says that I pay for that level of service. I do 5 speed tests per day from different servers. And I am not sure I have ever got over 30 mbps down, and if I averaged that speed I would never bother to complain. But the true speed down is usually between 5-15 mbps.I have complained many times. Their response is that the infrastructure in lake havasu isn't sufficient to support those speeds. But they are working on it. But they still lie to me every bill I get where it says I am paying for 50 mbps down. More like 5 mbps. DesiredSettlementID: Other (requires explanation) My connection speeds needs to be as they advertise Final Consumer Response /* (3000, 17, 2015/03/02) */ 03/03/15: Mediator called consumer and left voice mail message. 03/03/15: They advertise 50mgb and on my bill it states that I receive that speed. I am only getting 20% of that speed. I run a law firm and I would not advertise what I could not provide. I want to receive what I pay for. I email them 5 times a day with my speed tests. I will send you screen shots. I want them to stop advertising the speed if they can't deliver. They gave me a credit a few months ago. I don't want to be insulted on the bill. They have never come to my house and tried to diagnose. 03/03/15: These are like the highest ever and its only because I made sure mine was the only connection on the network. I have tweaked every setting that would give me any additional speed. My computer scores 7.7 at of 7.9 on Microsoft's PC test. I will continue to send you speed tests the rest of the day, they will get worse till they are at about 5 -7. Best Regards, ****** ****** ********* CAPP, CEP Director Nevada's Corporate Authority (XXX)XXX-XXXX (XXX)XXX-XXXX ***@lawyer.com 03/09/15: Mediator received email with additional speed tests. 03/18/15: Mediator called consumer and left voice mail message. 03/20/15: Mediator called consumer and left voice mail message. 03/23/15: Mediator called consumer and left voice mail message. Final Business Response /* (1000, 18, 2015/03/02) */ 03/05/15: We are working with the region to get a tech out to the home. The region is aware and will follow up to resolve. 03/09/15: Mediator called business and left voice mail message for *******. Received voice mail and returned call. I will check on this case for an update and get back to you. 03/11/15: Mediator called business and left voice mail message and sent email to *******. 03/12/15: I know ********* Rescheduled the appointment until 3/16, so we won't have much until then. 03/23/15: Mediator sent email to business. 03/25/15: Ha cancelled for 3/16 and was rescheduled for 3/19 and the customer cancelled. We have not been able to contact him and have left voice mails with no return call.

3/25/2015 Billing/Collection Issues
3/25/2015 Billing/Collection Issues
3/25/2015 Billing/Collection Issues
3/25/2015 Advertising/Sales Issues
3/23/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was a Suddenlink Customer when I lived in Abilene, TX and when I moved to Lewisville, TX I got a different provider. I called Suddenlink after the move and asked where I could drop off the equipment that I had. The customer service lady gave me an address of a place in Dallas, TX which is about 30 to 60 minutes away depending on traffic. Today I drove out there and it took me an hour and my gas to get there and when I arrived there was no Suddenlink at the location. While in the parking lot of the location I call suddenlink again asking for the address again and was told that they could not give me the address. I then asked if they would send me a package label and I would ship it back. I was told that they do not do that and that I would have to either ship it myself and pay for it or drop it off somewhere. Well I am not going to keep wasting my gas trying to find a suddenlink somewhere. I then told them that I would hold it till October and when I go back to Abilene I would drop it off there. I was then placed on hold. When the lady came back I was told that they will not send me a shipping label and if I wait till October that I am going to be sent to collections. I am trying to do the right thing and give the equipment back. The address where the service was provided was **** ***** **** **** *** ***** ******* TX

Desired Settlement: That suddenlink send me a shipping label and I send the equipment back.

Business Response: Initial Business Response /* (1000, 7, 2014/09/10) */ After speaking with Mr. ******, we have addressed his concern and have credited the remaining balance on his account as a goodwill effort. We consider this issue to be resolved. Initial Consumer Rebuttal /* (3000, 16, 2015/02/24) */ I have filled once before about this situation and was told that it was taken care of. The case number - XXXXXXX. Back IN August of 2014 I was given the wrong address to take back the equipment that I had. I then called suddenlink asking if they could send me a return label and box and I would send it back. I was told that they do not do that and they are going to charge me for keeping the equipment. I then said that in a few months I will be going to Abilene, TX and I would bring it and drop it off. I was still told that I was going to get sent to collections and I had to send it in. I decided to make a complaint with BBB. Once I did that I was notified by someone from Suddenlink and he sent me a box and return label and I sent in the equipment in right away. A few weeks later I received a collections notices and I called the gentlemen and told him what was going on and he said that he saw that the equipment was returned and nothing was done. He then informed me that he was taken care of it and that I owed nothing on my account. I just received another collections letter saying that I owe $789.28 and it has been reported on my credit report for the last 4 months. I want this taken care of. Account_Number: XXXXXXXXX DR: I want this amount of $789.28 taken off my account ASAP and I also want them to notify whoever to get in off my account and also show on my credit report that it was never late. Final Consumer Response /* (3000, 21, 2015/03/10) */ 03/10/15: I just talked to ******** and I thought it was settled. Now they found all the equipment and ******** talked to someone in the warehouse and get everything credited. They are looking for a modem. I want my credit repaired. 03/11/15: I received a call today and told I was being held responsible for 1 piece of equipment not returned. ******** had told me that it was cared for and now I get a call they are holding me responsible. 03/16/15: Mediator called consumer and left voice mail message. 03/18/15: Mediator called consumer and phone line was busy 3 times. 03/20/15: Mediator called consumer and left voice mail message. 03/20/15: I am glad this is resolved. I will watch the credit bureau to verify it has been removed. Final Business Response /* (1000, 22, 2015/03/10) */ 03/11/15: Mediator called business and left voice mail message and sent email to *******. 03/16/15: Sent email to ******* L. for a return call to discuss the case. 03/16/15: We credited him on March 13, 2015 and notified collections to get it removed. It may take a few months for the credit bureau to update. This should be resolved and closed.

3/23/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Mailer offered 12 months free SL200 HDTV service. Company requested additional monthly sum for said service or a lesser service for free. The mailer emphasizes this is for the SL200 HDTV service which their brochures show to be approximately 200 channels of digital programming. Because my current level of service is called "limited basic" they refuse to honor their offer. Instead I must accept an abbreviated set of channels or upgrade to a higher level for additional monthly fees. This is not stated in the advertising. This advertisement was designed to get my attention and have me contact them so they could then make another offer. This is bait and switch advertising. In the disclaimer it does mention I would have to pay for a set top box. The company says that is an additional $7 per month.

Desired Settlement: I want the company to honor the offer, to provide the SL200 HDTV package for free for one year. I am willing to pay the $7 monthly fee for the set top box, but not for an abbreviated set of channels.

Business Response: Initial Business Response /* (1000, 10, 2014/11/24) */ After speaking with Mr. ****, we have addressed his concern and consider this issue to be resolved. Initial Consumer Rebuttal /* (3000, 12, 2014/11/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response from Suddenlink has not changed at all. They maintain the SL200 HDTV offer does not include all 200 channels in my case because my current subscription is too low. They want additional subscription fees before they will give me the "FREE" offer. I will attempt to supply the BBB with a scanned copy of the offer as well as a pdf of the SL200 HDTV channel lineup card. Final Business Response /* (4000, 15, 2014/11/26) */ Upon thorough review of the mail offer and the promotional disclaimers on our website at http://www.**********.com/products-offer-disclaimers/, we've been able to speak with Mr. **** to address his concern. We consider this issue to be resolved. Final Consumer Response /* (3000, 36, 2015/02/17) */ 03/23/15: I just cancelled my service with Suddenlink. I felt like the advertising was false and misleading and the service they were offering, I was not getting. They never gave me the number of channels I paid for. Nothing was ever resolved with this business.

3/19/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I called Suddenlink Jan 24 to have my cable disconnected on Feb 6, the end of the billing cycle. I received my Feb bill a few days later and the bill was higher than the previous month. I called Jan 29 to try and resolve issue and then paid my Jan bill. Issue was not resolved so I called Feb 6 to resolve and have my home phone disconnected. Was told it was resolved but received next bill and it was still not resolved. Went to local office Feb 24 to resolve issue and purchase internet modem. Was told issue would be resolved in 24 hours. Returned to local office Feb 25 to pay bill but issue still not resolved. They said they would call when resolved but received no call. Called again Mar 2 to try to resolve but was told they could not fix it but that my internet would be disconnected on Mar 8 if bill was not paid. Everyone I have spoken with has told me the issue is with there billing but no one is getting it fixed. I am afraid just paying the bill will just get it pushed down the road another month and it still won't get resolved. Can you please help? Product_Or_Service: Cable, home phone, internet Account_Number: XXX-XXXX-XXXXXXXXX

Desired Settlement: Fix the issue or leave my internet on until it is fixed and I can pay the bill that I owe.

Business Response: Initial Business Response /* (1000, 5, 2015/03/13) */ We spoke with Mr. ******* on March 13th regarding his billing issue. We applied the appropriate credits per Mr. *******'s request and provided him with our direct contact information should he need further assistance. We consider this to be resolved.

3/19/2015 Problems with Product/Service
3/19/2015 Advertising/Sales Issues
3/17/2015 Delivery Issues
3/16/2015 Billing/Collection Issues
3/16/2015 Problems with Product/Service
3/16/2015 Advertising/Sales Issues
3/13/2015 Billing/Collection Issues
3/13/2015 Billing/Collection Issues
3/13/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Since 1/22/15, my cable TV has been interupted by "stuttering" and "black outs". I have contacted Suddenlink representatives, via phone and email, and talked to supervisors and 2 managers. I have been told this same problem is occurring in the Arkadelphia area to numerous Suddenlink customers with certain common criteria (HD channels, have DRV box, certain channels, ...) To date Suddenlink has not been able to correct these technical problems, i.e. last nite my cable "black out" over 20 times. I pay $262/mo and am considered a VIP customer?Phone ID was also not working, but has been restored

Desired Settlement: 1) Get the Suddenlink technical problems (stuttering and black outs) corrected, prior to Sunday's Superbowl, (NBC/730 is one of the most channels that blacks out most often)2) Compensate customers for the time the cable has not been working correctly (so far, greater than 1 week), via credit on future charges$40 charge for wasted service call, which is the same charge Suddenlink charges if call is a customer issue

Business Response: Initial Business Response /* (1000, 12, 2015/02/24) */ We spoke with Mr. **** on February 12th and are working with him to resolve his cable service issue. We will apply the appropriate credits once the issue is resolved. We provided Mr. **** with our direct contact information should he need any further assistance in the meantime. Initial Consumer Rebuttal /* (3000, 14, 2015/02/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) While Suddenlink's response was technically accurate, (didn't say much?), it was certainly incomplete. I have been in contact, with various Suddenlink employees many, many times, in the past month, at their request. I have cooperated, with Suddenlink, to help monitor, communicate, and resolve their problems, per their request I've been told, by Suddenlink, that the initial problem, I reported, was widespread, in the Arkadelphia AR area, with Suddenlink customers using certain, Suddenlink provided equipment. Per Suddenlink, the initial problemms were caused by Suddenlink switching to new equipment. Further, I was told, by Suddenlink employees that they are attempting to "shoe horn" more channels in to the available bandwidth? Today Suddenlink finally switched my DVR box from Motorola to Pace equipment. I was told today's action does not correct the "root cause" problem, but should correct my specific issues. I will reserve final judgement until such time as I confirm the reported problems are fixed and see what fair compensation Suddenlink offers me for a month of poor service, from their product, for a problem they created. Please leave this complaint open, for now. Feel free to contact me if you want/need more details. Final Consumer Response /* (3000, 19, 2015/03/10) */ 03/10/15: Mediator called consumer and left voice mail message. 03/11/12: They changed out the DVR box and it seems to be resolved and it effected more than just me. It was their network issue. I am waiting for a response for them to make me whole. I did not have TV off and on for 1 month. They switched out the box and it looks of less quality. I would like a 25% discount for the month my service was out. 03/12/15: Mediator received voice mail message from Mr. ****. I spoke to Suddenlink and I am happy with the settlement and it is okay to close the complaint. Final Business Response /* (1000, 20, 2015/03/10) */ 03/11/15: Mediator called business and left voice mail message and sent email to *******.

3/12/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I reconnected my service with Suddenlink in September of 2014. Since I have experienced poor internet service. Speeds are not close to what I am paying for 85% of the time. I am getting download speeds of 4 or 5 MBSP and upload speeds of .50MBPS to .67MBSP. I had an online conversation with a rep from Suddenlink in the last part of December 2014 to the first part of January 2015. In this conversation it was stated that Suddenlink knows they have a internet issue in Burkburnett, Texas and are hoping to have it fixed sometime in the first quarter of this year. Well, if they know they have this problem why are they continuing to market this service and why am I paying full price for a service that has for the better part of the time delivers less than have the speed promised which is 15MBPS download and 1.5MBSP. I will say that Suddenlink did take 20 dollars off my bill. Well, this month same story and full bill. Product_Or_Service: September 3014

Desired Settlement: I would like a refund for every month I have had this service. Suddenlink. marketed a product that they knew they could not deliver due to bandwidth issues. I would also like to see the company stop offering this product to unknowing customers until they have their bandwidth issues resolved. So since they did adjust my bill for last month I would like the same adjustment for every month I have had this service September thru February.

Business Response: Initial Business Response /* (1000, 5, 2015/03/02) */ We spoke with Mr. ****** on February 27th regarding his service issue. We applied the appropriate credits and provided Mr. ****** with our direct contact information should he need further assistance. We consider this to be resolved. Initial Consumer Rebuttal /* (3000, 7, 2015/03/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company was supposed to clear any and all remaining balances I had I if this was done I agreed to accept this and close the complain. I did check the account and there is a very small remaining balance. So I do not accept this offer yet. Once they keep there agreement I will keep mine and close the case. Even this is a small amount it is the principal behind the fact that Suddenlink has not kept there agreement in full Final Business Response /* (4000, 9, 2015/03/11) */ The remaining credit was applied to Mr. ******'s account on March 4th. We requested Mr. ****** to contact us if he needs anything further.

3/12/2015 Billing/Collection Issues
3/11/2015 Billing/Collection Issues
3/11/2015 Billing/Collection Issues
3/11/2015 Billing/Collection Issues
3/11/2015 Billing/Collection Issues
3/10/2015 Problems with Product/Service
3/10/2015 Delivery Issues
3/10/2015 Billing/Collection Issues
3/9/2015 Billing/Collection Issues
3/9/2015 Billing/Collection Issues
3/9/2015 Advertising/Sales Issues
3/9/2015 Advertising/Sales Issues
3/9/2015 Billing/Collection Issues
3/9/2015 Billing/Collection Issues
3/9/2015 Billing/Collection Issues
3/9/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Service was shut down in area because of a software update. Shut down for at least 5 hours that I knew of in our whole area. No one informed the custo 2-11-15 internet and phone service outage due to software update. Did not inform customers in area. I have been working on a work quote for hours that needs to be sent out before 5am. I can't send!!! It's for a 10million dollar project! Customers should have been informed so we could of planned if necessary!!!

Desired Settlement: I'm seeking a credit and sudden link to inform their customers!!! Can't get a work quote out and my alarm system isn't working!!!!!

Business Response: Initial Business Response /* (1000, 7, 2015/03/02) */ We've researched Ms. *******'s account, and based on our records it appears this issue was resolved on February 20th. We've attempted to contact Ms. ******* to confirm, but have been unable to reach her. The details of the attempts to contact are: Phone call made on February 20th Phone message left on February 26th Email sent to email address included in complaint on February 27th We provided the customer with our direct contact information should they need further assistance. We consider this to be resolved.

3/9/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have internet and phone through Sudden link. When I got the service turned on it was unlimited internet usage and unlimited calling including long distance. Today I got a pop up on my computer saying I went over my monthly data usage how does that happen when its suppose to be unlimited. Now they said that they raised the speed to 50mps instead of 35 so there is a 250gb limit. I never asked for an upgrade I was happy with the 35mps. So they tell me I have used 414GB so far this month and every 50 over they are going to add 10 dollars to my bill. I use my computer for school and I have Netflix. How can they change this without even notifying me. Product_Or_Service: Suddenlink Account_Number: XXX-XXXX-XXXXXXXXX

Desired Settlement: I want unlimited internet and calling back

Business Response: Initial Business Response /* (1000, 7, 2015/03/09) */ We've attempted to contact Ms. **** on several occasions but have been unable to reach her. The details of the attempts to contact are: Phone message left on March 2nd Phone message left on March 6th Email sent to email address included in complaint on March 9th Allowances are one step among several that will help us continue delivering a quality Internet experience for our customers. A relatively few customers use a disproportionate amount of bandwidth, which can negatively affect the Internet experience of those who use far less. Therefore, as a complement to our network investments, we've established allowances. We offer information about this program in multiple forms, including at our website, at suddenlink.com/allowanceplan. Also, for the relatively few customers who exceed their allowance, we send them overage and other usage notifications, and we provide relevant information on their bill statements. We provided Ms. **** with our direct contact information should he need anything further. We consider this to be resolved.

3/6/2015 Billing/Collection Issues
3/6/2015 Billing/Collection Issues
3/6/2015 Billing/Collection Issues
3/4/2015 Billing/Collection Issues
3/3/2015 Billing/Collection Issues
3/3/2015 Billing/Collection Issues
3/3/2015 Delivery Issues
3/3/2015 Problems with Product/Service
3/3/2015 Billing/Collection Issues
3/3/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: SuddenLink has essentially cut off my internet service from my house, claiming that I have gone over their 250 GB data allowance (that has not been publically advertised, and has been enforced without prior notice/warning) and will not allow me access unless I acknowledge that I have gone over and will allow them to charge an additional $10/50GB. This "data cap" wasn't put in place until about a month ago Product_Or_Service: 30 Mbps internet service

Desired Settlement: I would like the data cap either raised significantly or eliminated.

Business Response: Initial Business Response /* (1000, 5, 2015/02/25) */ We spoke with Mr. ********* on February 16th regarding Data Allowance Plans. Allowances are one step among several that will help us continue delivering a quality Internet experience for our customers. A relatively few customers use a disproportionate amount of bandwidth, which can negatively affect the Internet experience of those who use far less. Therefore, as a complement to our network investments, we've established allowances. We provided Mr. ********* with our direct contact information should he need any further assistance. We consider this to be resolved.

3/2/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Have had nothing but trouble with Suddenlink so i have been a customer of suddenlink for about 6-8 months now and am paying for 50Mbps and i was receiving this amount for about 2 weeks then it started getting worse to the point now my internet doesnt even work 90% of the time i have been taking screenshots of speedtests i take all the time and been saving all suddenlink live chat logs. the low internet speed has been going on for about 4 months now and when ever i complained to them about it they avoided it finally they started telling me it was a local area outage because they overloaded there servers with customers and cannot deliver what they promise. when ever i try to find out when this will be fixed they dont tell me and when i try to get reimbursment for months of service i havent been getting they tell me i have to wait until its fixed. i have never been tossed around by a company like i have been with suddenlink and i would love nothing else to leave suddenlink but they are the only internet provider that will service my house at all so i am in kind of a bad position all i want is them to provide what they promise because this is the most ridiculous thing ive had to deal with

Desired Settlement: i want suddenlink to reimburse me the months i have been paying for and not getting the service they have been promising and i want them to fix the problem all together

Business Response: Initial Business Response /* (1000, 7, 2015/02/24) */ We spoke with Mr. ********** on February 24th regarding his internet service issue. After reviewing his account, we applied the appropriate credits. We provided Mr. ********** with our direct contact information should he need any further assistance. We consider this to be resolved.

3/2/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Got an email from Phillip Johnson back on Dec 1st, 2014 from original Suddenlink complaint. Has anything be done? My guess it states I was called 3 times and could not be contacted - case closed! I have not been contacted, service is still horrible, not getting billing compensation from original setup (3 months late). To bad for me that I invested in a TIVO with life time license, bought my own cable modem and router and do not have another cable service to switch to. Looks like I need to move - Yes service is that bad!!!!! the escalation area on web site is gone, feedback area on Facebook is down for maintenance. Last call was told it was due to extreme growth in the area - that was actually 15 years ago! How I start my day... (3 days per week!)1) make coffee, check internet connection - restart computer, modem and router2) Grab cup of coffee and check internet connection - restart 2nd time3) watch some news - check internet connection - hey getting 3mbps!4) turn off everything and try in an hour of so

Desired Settlement: How about the original $20 credit per month I was originally promised for the 3 months install took. Consistent speeds over 7mbps if paying for 15mbps (most of time it is under 5mbps).choice of having no HD channels, the picture pixelates and they are worthless with a 1080 tv! How about they pay to move me to a location where I do not have them as the only choice and Yes I want my mountain viewsHow about a company that actually cares Do not send out a tech since there is nothing they do!

Business Response: Initial Business Response /* (1000, 10, 2015/02/24) */ We spoke with Ms. ***** on February 17th. After reviewing the customer's account, we adjusted her monthly rate. We provided Ms. ***** with our direct contact information should she need any further assistance.

3/2/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have suddenlink and i am not happy with the service i pay a high bill for basically nothing. My reception is poor i have tech after tech online and off line still connection is crappy. Also this company had a problem with viacom and alot of shows they claim some kind of battle between them and you cant see certain channels anymore . Alright this i understand but i just have the internet why am i being block when im not using tv im using just the internet itself . When i spoke to suddenlink rep about this they were saying oh well we dont have those channels anymore but they never notified me and said it was also for internet users as well. Basically i feel cheated because im not geting full service they want me to pay full service every month and to me i feel that is not fair they should be taken something off the bill every month since im being block from those stations online. They dismiss this issue like nothing and exspect me to pay full price and feel im wrong for saying that my bill should be cheaper. All im asking is that they give me compensation for the stations i cant get anymore and the part about oh well we dont have those stations anymore shouldnt be acceptable because i still have acess online to those stations

Desired Settlement: I feel i should be geting something off my bill every month. Why pay full price and not geting full price service online is suppose to be free to roam eveidently its not

Business Response: Initial Business Response /* (1000, 10, 2015/02/24) */ We spoke with Ms. ***** on February 18th and are working with her to resolve her service issue. We will apply the appropriate credits once the issue is resolved. We provided Ms. ***** with our direct contact information should she need any further assistance in the meantime.

3/2/2015 Problems with Product/Service
3/2/2015 Guarantee/Warranty Issues
3/2/2015 Billing/Collection Issues
3/2/2015 Billing/Collection Issues
3/2/2015 Billing/Collection Issues
3/2/2015 Billing/Collection Issues
3/2/2015 Billing/Collection Issues
2/26/2015 Delivery Issues
2/26/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Over the last two months Suddenlink in Kinston/Greenville offices ability to deliver competent, quality customer service has evaporated.They inadvertently deleted two of three of our e-mail accounts and then tried to deny we had ever received anything on those accounts and that they "have no record of them ever existing."Not only was my honesty questioned but my intelligence as well as I was forced to send them exemplars of e-mails received to the two addresses (which I have had for many years and have had thousands of e-mails sent/received via both addresses) within the last few days.This is the second time in as many months that SL has caused issues with my accounts resulting in their crashing, and then attempted to blame others including the Customer for their obvious mistakes. I gave them one more opportunity when the same problem reappeared three days ago - to no avail. Mr. ***** of the Greenville NC office while talking a good games was entirely unhelpful and as it turns out, dishonest as well. Though promising to put the highest priority on the problem and to resolve the issue ("missing" e-mail accounts) and update me on what was done. No call, no e-mail, no nothing.I have rarely found an organization whose claim to a product fell so short of it's promises - their office staffs and in particularly their Customer Support and Technical Support staff's are by this grown-ups judgement, incompetent.For the record, I have had the SL accounts since they purchased *** ************** more than a decade ago, and many years prior while with ***. I have also been fortunate enough to receive advanced degrees in programming and information systems. The point being, I know a bit about digital systems and to have a SL "technical" representative lecture me on the importance of good passwords and backups was both insulting, and once I listened to their script she was using it was clear she had no idea what she was talking about.VERY BAD SERVICE. ***** J ********** ******* ********* NC

Desired Settlement: SL has publicly "promised" to provide the best Customer Service and they have without question fallen far short of that claim.Based on the entirely unacceptable performance from SL, the many hours required by me to correct issues of their causation, and the poor attitudes of their representatives, a month's refund is required to keep us as customers...long term, auto-pay, full bundled Customers.If SL refuses we will close all accounts and be happy to give our $2k+ a year to a more competit.

Business Response: Initial Business Response /* (1000, 7, 2014/09/18) */ We've attempted to contact the customer on several occasions, but have been unable to do so. As a result, we consider this case to be closed. Initial Consumer Rebuttal /* (3000, 14, 2014/09/25) */ The "Company" has made no offer to me?!? Perhaps they made one to you? **** - Final Consumer Response /* (3000, 31, 2015/02/13) */ 02/17/15: Mediator called consumer and left voice mail message. 02/19/15: Mediator received email documents from consumer. Mediator called consumer and left a voice mail message requesting he call me to discuss the case. 02/19/15: Mediator received second email from consumer but has not returned my call. 02/23/15: Mediator called consumer and left voice mail message explaining the mediation process and the need for him to call and discuss the case by phone. 02/26/15: Mediator called consumer and explained the mediation process is handled over the phone and requested he return my call to continue the case in mediation. 02/26/15: Mediator received email with forwarded emails with Suddenlink.

2/25/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: our internet we were getting unlimited data on our internet now they changed without notifying us now we only get 250 gigabytes in our contracted was unlimited data , we use the internet for school and church, and 250 gigabytes will not last for a month we are going to be paying more money Product_Or_Service: internet

Desired Settlement: they need to give us back our unlimited gigabytes so we do not have to worry about not being able to watch church or go to school we need help people are getting ripped off

Business Response: Initial Business Response /* (1000, 7, 2015/02/25) */ We've attempted to contact Ms. ******* on several occasions regarding our Data Allowance Plan options but have been unable to reach her. The details of the attempts to contact are: o Phone call made on February 6th o Phone call made on February 12th o Email sent to email address included in complaint on February 12th Data Allowance Plans are one step among several that will help us continue delivering a quality Internet experience for our customers. A relatively few customers use a disproportionate amount of bandwidth, which can negatively affect the Internet experience of those who use far less. Therefore, as a complement to our network investments, we've established allowances. We provided Ms. ******* with our email contact information should she need further assistance. We consider this to be resolved.

2/25/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: We started our business class service on May 19th 2014.Severe issues, couldn't conduct business May - August. Billed full amount regardless. Not Happy May 19 2014 we began our business service it was supposed to be 50 down stream and 8 upstream for 350 plus taxes per month. From May through August we had nothing but severe technical issues that crippled our business productivity and caused us very expensive down time. During this period of time we had many technicians out to attempt repair with no success. Our line test was consistently well below the package description of 50/8. It ranged between 26 and 38 from the modem down and 4 to 9 up from the modem. During this time we were told that Celina was under a massive upgrading process involving access points and "nodes" to help with all the streaming in the area. Our total network runs through the Internet service. We have a vocalosity VOIP service and have to conduct business over the phone. Unfortunately during these stated months we were almost completely down. Our phones would cut out, loss of hearing, and dropped calls. While this was going on we couldn't load web-pages or access our network. This occurrence happened continuously almost on a 4 or 5 day basis. *** ***** was one of the many Techs that had come out here 3 different times during this period of months. *** Verified with Maintenance that the issues were "Suddenlink Issues", verified! Our account has been heavily documented and now all of the repairs have been completed. Our service seems to be working properly now. I want credit for the months of June - August

Desired Settlement: Credit on our account for the months of June, July and August.

Business Response: Initial Business Response /* (1000, 7, 2014/11/14) */ We have spoken with ******* several times over the last few months. He did experience some connectivity issues earlier this year (May & June) which were repaired and credit was provided for degraded service. The total credit provided was $769.32, broken up between June and July on his bill. To clarify the issues the customer has been experiencing, the regional broadband manager was engaged, **** ******* who confirmed the main contributor to all of his complaints since that time (6/24/24) has been the customers router. This message was delivered to the customer directly in person, and over the phone at each interaction since that time. Initial Consumer Rebuttal /* (3000, 9, 2014/11/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response is not Accurate. We have confirmed that the router is not the as we lose our service completely from time to time. in the last two months we have paid over 1400 dollars. Walled Garden issues are not router issues and all of these uncorrected issue below are not router issues. DCID Freq Power SNR Modulation Octets Correcteds Uncorrectables Downstream 1 207 525.00 MHz 8.28 dBmV 35.97 dB 256QAM XXXXXXXXXX XXXXX un Uncorrecetd - XXXXX Downstream 2 205 513.00 MHz 9.55 dBmV 36.39 dB 256QAM XXXXXXXXXX 8562 Uncorrected - XXXXX Downstream 3 206 519.00 MHz 9.02 dBmV 35.97 dB 256QAM XXXXXXXXXX 8539 Uncorrected - XXXXX Downstream 4 208 531.00 MHz 7.63 dBmV 35.97 dB 256QAM XXXXXXXXXX 8853 Uncorrected - XXXXX We still lose connection in waves. Router issues would be consistent. Stop making excuses. The back of your truck has a "promise" of customer service. At this point Sudden Link is committing false advertising, I'n my opinion. I'm here everyday, I experience all of these issues, I have had professionals out and we have conformation that the service has intermittent line quality issues. Your connection are creating noise. We have another Senior Network Engineer coming out this weekend and we are documenting this whole entire issue. Before this is over I will receive an apology for this hassle and for being called a liar. Final Consumer Response /* (3000, 14, 2015/02/03) */ 02/12/15: Mediator called consumer and left voice mail message. 02/17/15: Mediator called consumer and left voice mail message. 02/19/15: Mediator called consumer and he answered and asked to be taken off our calling list. I sent an email to the consumer with an introduction to the mediation process. 02/19/15: The deal with Suddenlink is we are forced to work with them because we are a small community. Throughout the day the connection will just go away and we are paying $378 a month for internet and from day 1 it has not worked. I have physically gone to their office to talk to them. We had a third party engineer check out our equipment and it is in good working order. We have had 50 techs in here from Suddenlink. They need to replace the lines and they do not want to make the investment. They have on the back of their vehicles they have 100% satisfaction guarantee. They have met with us and they did credit us one month. We may have 4 or 5 days a month when the service does not work. Really I don't want to be called a liar by this company and have them claim it is my problem. They continue to charge me for service and their service is still not working correctly. I would like to have them charge me for the amount of service we are receiving and reduce the price of the monthly charge. I want an apology for them calling me a liar. If we had 2 months of credit I would consider us paid back for the service failure. We will be cancelling with them if they cannot supply the service we are paying for. 02/25/15: I don't agree, the router is not the issue. We were without service Friday and Saturday and this is all Suddenlink customers on this square. They will not do anything and I want my complaint to stand. They are ripping people off and won't do anything to fix it. Final Business Response /* (1000, 15, 2015/02/03) */ 02/20/15: Mediator sent email to ******* with the case information. 02/24/15: We have given the business credits totaling $769, which is about 2 months service. We have explained and demonstrated that the router is the issue. We have tested our network and it is fault free. There is nothing we can do at this time. The credits are for June and July 2014.

2/25/2015 Billing/Collection Issues
2/25/2015 Billing/Collection Issues
2/25/2015 Problems with Product/Service
2/25/2015 Delivery Issues
2/25/2015 Billing/Collection Issues
2/25/2015 Billing/Collection Issues
2/25/2015 Advertising/Sales Issues
2/25/2015 Billing/Collection Issues
2/25/2015 Billing/Collection Issues
2/24/2015 Advertising/Sales Issues
2/24/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Suddenlink, allows users to upgrade free for faster speed but, what they lack to tell you is that once you upgrade you are then data capped. They claim this has been in place since 2013 however, I have went way over usage since then and never got billed. Regardless if this has been in place since 2013 I never received anything telling me it was. I feel like they are being sneaky and this is just another way to rope you into going back to have cable tv because you aren't going to be able to afford your internet. Their customer service wasn't willing to help me at all. Product_Or_Service: Internet upgrade speed

Desired Settlement: Go back to where I didn't have the cap. I know this is possible because all they have to do is put me back on my old plan.

Business Response: Initial Business Response /* (1000, 7, 2015/02/24) */ We spoke with Mr. **** on February 5th regarding Data Allowance Plans. Allowances are one step among several that will help us continue delivering a quality Internet experience for our customers. A relatively few customers use a disproportionate amount of bandwidth, which can negatively affect the Internet experience of those who use far less. Therefore, as a complement to our network investments, we've established allowances. We offer information about this program in multiple forms, including at our website, at **********.com/allowanceplan. Also, for the relatively few customers who exceed their allowance, we send them overage and other usage notifications, and we provide relevant information on their bill statements. We provided Mr. **** with our direct contact information should he need any further assistance.

2/23/2015 Advertising/Sales Issues
2/23/2015 Problems with Product/Service
2/23/2015 Billing/Collection Issues
2/20/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I am paying for a high-speed internet connection (50/3) and Suddenlink is delivering only 16% of what I'm paying for (8/3). Suddenlink sold me an internet package for 50 Mbps download and 3 Mbps upload speed. I have consistently received less than 10 Mbps download speed and every single time I've called to report the problem I've been transferred to another office and hung up on. The customer service representatives are the most useless people I've ever had the displeasure of talking to in my life. Not a single one of the representatives I spoke with knew the first thing about I.T. work and I doubt any of them even know how a modem or router works, let alone how to set one up. They've sent out multiple technicians to my apartment, none of whom even knew basic troubleshooting steps and after the third time I explained to the customer service representative that my husband and I used to work for the Department of Defense doing I.T. work and we know what we are talking about they finally sent out a senior technician who actually knew what he was talking about! The technician explained to us that Suddenlink only has one node for well over 600 apartments plus some other sites near by and that their infrastructure here cannot handle the number of people they're providing service to. He also informed us that the only reason we have internet during "peak hours" is because we're paying for 50 & 3, if we were paying for less we wouldn't even receive service during these times! Last time I checked, when a company knowingly sells products, goods, or services that it knows it cannot deliver to the customer and sells said product, good, or service despite having that knowledge they are commuting FRAUD. I was able to get lower latency and better frame rates on an early 2000's Sprint USB air card than I can using a Cat-5e cable directly plugged into a Suddenlink modem in my apartment. My internet connection is better even when I tether my cellphone to my laptop! This evening I'm getting a whopping 3.8 Mbps download speed RIGHT NOW. I didn't even know it was that possible to have an internet connection this terrible! The internet connection I had in the middle of the Atlantic ocean was better than this!

Desired Settlement: All I wanted the first dozen times I called in was to receive the service I am paying for. However, because I have received such sub-par service consistently and Suddenlink refuses to do anything about it I would like to be reimbursed for the services I did not receive. I would also like to receive the 50 & 3 internet speed I'm paying for 24 hours per day 7 days per week and 365 days per year (366 days during leap-year). As long as your company is taking my money you are legally liable to deliver the services I am paying for.

Business Response: Initial Business Response /* (1000, 8, 2015/02/19) */ We spoke with Ms. ******** on February 18th regarding her internet service issue. We verified that her issue was resolved on February 14th and provided Ms. ******** with our direct contact information should she need further assistance.

2/19/2015 Advertising/Sales Issues
2/18/2015 Advertising/Sales Issues
2/18/2015 Billing/Collection Issues
2/12/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I was offered a special rate for land line, but NOT told that it was a 12 month promotion. Bill went up $15 per month Feb. 2015. I was offered an updgrade to 75 mbps for FREE a couple months ago. Today my bill was raised $15 a month and I thought they were charging for that. Customer Service rep said that my "promotional rates" had expired on my cost for my land line. When I signed up for that a year ago I was not told that it was a 12 month promotion. I remember her saying I was eligible for a special price, but she didn't say that it would only last 12 months.

Desired Settlement: I just want Suddenlink, which seems to be a decent company, to be more clear in its sales practices. I do not recall the customer service rep mentioning that my lower rate for my land line would expire in 12 months. As a result, I was talked into paying $10 more a month for faster Internet. Now I'm wondering if the 75 mbps for "Free" is a 12 month promotion, too. There's nothing on the piece of paper advertising it to indicate that it's a limited time promotion. Also, I started getting billed for something called "wi-fi" at home for $12 a month and I don't know where that came from. And I had originally OK'd an upgrade to 100 mbps on my Internet but when I called about that, the customer service rep said I could go back down to 50 mbps and save $10 a month. So I had lowered my bill to about $142 a month and now suddenly, with the expiration of the "promotion" for the land line, my bill has gone UP $15 a month to $158 (depending on taxes). That's a lot of money when you're a retired person.

Business Response: Initial Business Response /* (1000, 10, 2015/02/05) */ We spoke with Ms. ***** on February 5th regarding her monthly pricing. Customer stated that she was satisfied and has our direct contact information. We consider this to be resolved.

2/10/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: For the last 3 months Suddenlink has been giving me the runaround with voicemail to email service and never gets back with me. The technicians promis to figure out what is wrong and say they will call me back. I have done this 7 times with Suddenlink now and never a reason for the rpoblem is given and no one calls me back. All there is is a notation placed on the fine that they fized it and I should try again. I am sick of trying again 7 times and being lied to that they are going to call back and resolve the issue. I have programmers that work for me but suddenlink doesn't appear to know what the heck they are doing. I have gone to their local office and always get the runaround and there isn't anyone whao has any idea how their own system works. Whats worse is I have to listen for 20 minutes each time to how great they are on the phone and their super spectacular customer service. What a bunch of crock.

Desired Settlement: I want the last 3 months of service refunded due to my constant frustration and many hours of time trying to get a non functioning service working.

Business Response: Initial Business Response /* (1000, 5, 2015/02/04) */ We spoke with the customer on February 4th and offered our assistance. Mr. ********* indicated his issue had been resolved and was in need of no further help at this time. We consider this to be resolved

2/10/2015 Advertising/Sales Issues
2/5/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am unable to access content through my AppleTV nor online. I have contacted customer service 6 times. Every time I'm given the runaround. I was even told by one woman if I wanted help I just needed to go to a store and speak with someone in person because they can lie to me over the phone. I've been hung up on twice because they didn't have any answers and I've been hung up on when I asked to speak with a supervisor. These calls are supposedly recordered so it should be easy to see that I wasn't rude to their employees at all and didn't deaerve such awful customer service. Product_Or_Service: Cable /Internet

Desired Settlement: I would like a partial refund due to only a limited amount of service not working correctly. I would like to note that the customer service and lack of service at this point have me thinking about terminating my service so I would appreciate the company proving they value my business and getting me to stay.

Business Response: Initial Business Response /* (1000, 5, 2015/02/04) */ We spoke with Mr. ***** on February 4th and addressed his concerns regarding his customer service experience. We provided Mr. ***** our direct contact information should he need any further assistance. We consider this to be resolved.

2/5/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been trying to get my upgraded internet speeds since December 11, have spoken with very rude reps and have been lied to twice. Service is rude. Around December 11th I saw a commercial offering a free upgrade to 50mb Internet service. I called customer service that night and the lady told me that i would have to upgrade my modem because the new service would "melt" my current one. She then went on to tell me that the upgraded modem would not cost me anything. I waited a few weeks because i had not had time to make it to my local store and on 12/24 i called customer service to see if they could just send me a new modem. I spoke with the lady for over 30 min in which she had a rude, conceding tone. She let me know that the modem would not be free and that i would have to buy one outright from her or from our local electronics store. Finally i had had enough of being told two different things and i asked to speak to her manager. She told me that she couldn't transfer me and asked if she had answered all of my questions. I responded and told her that she answered them but she was very rude and i really wanted to speak with a supervisor. She then put me on hold for about 10 min and came back on the phone. She said she spoke with her supervisor and i was correct and the modem would be free as long as i brought my old modem into the office. Pleased with this response i got off the phone. I headed over to our local Suddenlink office in Lubbock on 12/31 to get my free modem. Upon arriving i was told that the lady on the phone was incorrect and i would have to pay for a new modem. At this point i was tired of dealing with the situation and it was worth the $50 to make this just go away. I put up a little resistance in the office but ended up just telling the rep to charge it to my bill. Now here it is 1/15/2015 and i get a letter in the mail addressed to me, not a generic presort. The letter specifically says that i indeed am able to get a FREE modem. After seeing this i decide i will call customer service and get the $50 credit back to my account. Called 1/16 spoke to ****** who's employee number is ***** I told him my situation and he put me on hold. After a few minutes he came back and said that i probably shouldn't have gotten that letter and it wasn't to me. I told him my name is on it and it tells me i should have a free modem. His response to me is "sir we aren't just going to give you a modem". I told him that the piece of paper in front of me said they were and that it is false advertising to send that to customers and then charge them for the product. I then asked him for an address to the corporate office so that i could send in a complaint and he said he couldn't give me that. So i said ok, get me someone on the phone who can. Again i was refused the option to speak with a manager. Instead ****** put me on hold for 10 min and finally gave me an address to an office in St. Louis. Mind you I am in Lubbock Texas. So i have now had two individuals in customer service tell me the modem is free and a letter directed to me stating the modem is free and yet i have paid $50 for the modem and dealt with two very rude individuals. I am force fed commercials bragging on the Suddenlink customer service while i watch their programming and all i can do is roll my eyes because i have yet to experience this. If i am indeed supposed to buy the modem i don't have a problem with that but i do not think that it should be drilled into me that it is free, and i should not have to put up with rude people to try and get the situation rectified. I have yet to speak with anyone above the entry level phone operator.

Desired Settlement: I am asking that Suddenlink honor its advertisement and word of its two CSRs. I have no problem providing the letter to me saying the modem should be free. I am also seeking some credit towards my bill due to the hours i have spent on the phone with these rude individuals and time spent driving to the location to pick a modem that the letter says they would have delivered for free.

Business Response: Initial Business Response /* (1000, 5, 2015/01/23) */ After reviewing the customer's account, we applied the appropriate credit to their account per their request on 1/23. We emailed the customer at the address provided in their complaint on 1/23 to notify them of the applied credit. We consider this to be resolved. Initial Consumer Rebuttal /* (3000, 8, 2015/01/29) */ I did receive a response from them but they did not fulfill the request of my complaint. They did say they would refund the amount of the modem but in my original post i asked that i receive some compensation on my bill for time spent on the phone with their reps and time spent driving to the location. They did not address this nor did they address the rude behavior of their customer service team. I did respond and ask if they could go ahead and add credit for this on 1/26 and to no surprise i have received no response. Please do not close this account until Suddenlink has fully resolved the issue. It was because of their poor customer service that i originally sent the complaint and yet here it is more poor customer service and they think they have closed the complaint? Final Business Response /* (4000, 10, 2015/01/30) */ We've thoroughly researched the customer's account, and based on our records it appears this issue was resolved on 1/22, however additional adjustments were made on 1/29. We have contacted the customer and confirmed that the issue is resolved.

2/4/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We currently use Suddenlink Cable. We have been paying for 15 meg speeds and are not getting that. Speed test today (1/11/15) at 9:25pm is 1.23mbps download. I am getting charged for 15 and am barely getting 1. I have called several times and all they do is reset my modem and nothing changes. I have even set up house calls for the techs to come out and look at this issue. The techs told me they know of the issue as I am not the only one that has complained. They also told me that Suddenlink was supposed to increase their bandwidth starting in December 2014. That has not happened. The techs said the issue is that Suddenlink does not have enough bandwidth for this town but they are still charging me the same amount. This has been going on for several months. I am tired of calling and talking to them only to not have a resolution about this. I am also tired of having to pay for something I am not receiving.

Desired Settlement: I feel that I should at least be refunded for the lack of services that I have been paying for and to receive the service that i am paying for. I have not problem paying for the the service but I feel I should get what I am paying for not less and with no explanation.

Business Response: Initial Business Response /* (1000, 7, 2015/01/29) */ We spoke with the customer on 1/28 and have addressed their concern. We consider this to be resolved.

2/4/2015 Guarantee/Warranty Issues
2/4/2015 Advertising/Sales Issues
2/3/2015 Advertising/Sales Issues
2/3/2015 Advertising/Sales Issues
2/2/2015 Billing/Collection Issues
2/2/2015 Billing/Collection Issues
2/2/2015 Problems with Product/Service
2/2/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I am a paying subscriber, and have digital tuners in my computer, the only stations available are incriped, the station numbers prefixes are 1008.? these encriptions are keekping me a paying customer from recording shows while i am at work, i use to be able but suddenlink is the most unfrendly to customers

Desired Settlement: make the 1008 station non-encripted

Business Response: Initial Business Response /* (1000, 7, 2015/01/27) */ We spoke with the customer on 1/22 and have addressed their concern regarding the cable signal encryption on 1/27. We consider this to be resolved.

1/29/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Improper and erratic billing, unannounced channel changes Suddenlink has been improperly billing my account from day one, I have no idea as to how they come up with billing dates. I paid for a month in advance and waited 2 weeks before receiving service, I was supposed to have had a line installed with initial service that was not done and was charged for when they had to return to finish it. They removed channels with almost no notice, channels that I actually watched, and replaced them with sub part channels that I do not watch and are of lesser quality with no change in rates.also, suddenlink has an unfair monopoly on cable services in my area leaving me with virtually no other choice for service.

Desired Settlement: I want credit applied to my account for 1) having channels I enjoyed replaced with lesser quality channels that do not offer equal quality. 2) the 2 weeks I went without service while waiting for installation. 3) for the charge that I paid twice for installing a new line. I would also like an explanation as to how they came up with an off cycle billing date hence putting me so far behind.

Business Response: Initial Business Response /* (1000, 7, 2015/01/20) */ In order to resolve this this issue, we will need the customer to confirm their account information. We've attempted to contact the customer on several occasions but have been unable to reach them. The details of the attempts to contact are: Phone Call Made/Message Left on 1/7/15 @ 9:37am Phone Call Made/Message Left on 1/20/15 @ 1:30pm Email sent to email address included in complaint on 1/20. We cannot proceed without customer confirmation. As a result, we consider this closed until the customer contacts us at the email address provided on 1/20. Consumer Response /* (3000, 14, 2015/01/21) */ No... they call from blocked numbers... I do not answer any blocked calls Business Response /* (4000, 16, 2015/01/22) */ We've researched the customer's account, and based on our records it appears this issue was resolved on 1/22. We've attempted to contact the customer to confirm, but have been unable to reach them. The details of the attempts to contact are: Phone Call Made/Message Left on 1/21 @ 4:38pm Phone Call Made/Message Left on 1/22 @ 2:14pm Phone Call Made/Message Left on 1/22 @ 4:57pm Email sent to email address included in complaint on 1/22 As a result, we consider this case closed. If the customer needs additional assistance, they may contact us at the email address provided on 1/22. Consumer Response /* (3000, 23, 2015/01/27) */ Contacting me by phone is not a viable means of communication, if it had been I would've listed my number on the original complaint. That being said, I do not except calls from any unknown or blocked number, those calls are dumped because if you don't want me to know who you are I won't answer and the voice mails are automatically dumped as well. I expressed this to whoever it was emailing me their call logs to me and received no response. Business Response /* (4000, 25, 2015/01/29) */ After thoroughly reviewing the customer's account, and based on our records it appears this issue was resolved on 1/22. We have attempted to contact the customer and left messages on many occasions as noted below, however we have not been able to reach him. Phone Call Made/Message Left on 1/7/15 @ 9:37am. Phone Call Made/Message Left on 1/20/15 @ 1:30pm. Email sent to email address included in complaint on 1/20. Additional attempts noted: Phone Call Made/Message Left on 1/21 @ 4:38pm. Phone Call Made/Message Left on 1/22 @ 2:14pm. Phone Call Made/Message Left on 1/22 @ 4:57pm. Email sent to email address included in complaint on 1/22. Email sent to email address included in complaint with verification of account status on 1/29. We emailed the customer at the address provided in their complaint initially on 1/22 and again on 1/29 to notify them of the status of the account. We consider this case closed.

1/29/2015 Problems with Product/Service
1/29/2015 Advertising/Sales Issues
1/28/2015 Problems with Product/Service
1/27/2015 Problems with Product/Service
1/27/2015 Billing/Collection Issues
1/27/2015 Billing/Collection Issues
1/27/2015 Advertising/Sales Issues
1/26/2015 Billing/Collection Issues
1/22/2015 Problems with Product/Service
1/22/2015 Advertising/Sales Issues
1/21/2015 Advertising/Sales Issues
1/20/2015 Billing/Collection Issues
1/20/2015 Billing/Collection Issues
1/20/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Internet speeds are very slow. pay for 15 mbps get less than 1 mbps between 6pm and 12 am. Can't stream live sports or Movies between 6pm and 12am, all I get from suddenlink customer service is too much saturation in area. if they can't provide 15 mbps they shouldn't be able to charge for it.

Desired Settlement: I think they should charge $25 a month for this horrible service, if not get it to work at 15 mbps.

Business Response: Initial Business Response /* (1000, 7, 2015/01/16) */ In order to resolve this this issue, we will need the customer to confirm their account information. We've attempted to contact the customer on several occasions but have been unable to reach them. The details of the attempts to contact are: Phone Call Made/Message Left on 1/12 @ 4:36pm Phone Call Made/Message Left on 1/16 @ 2:24pm Email sent to email address included in complaint on 1/16 We cannot proceed without customer confirmation. As a result, we consider this closed until the customer contacts us at the email address provided on 1/16.

1/19/2015 Advertising/Sales Issues
1/16/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Closed the SuddenLink for my 94 year old father. SuddenLink should have picked up hardware and closed account. Still receiving charges for hardware. In September 2014 I needed to cancel the SuddenLink service for my 94 year old father who was living in an Assisted Living facility in Kingwood, Texas. My father suffers from Alzhemer's and has trouble hearing on the phone so he would not be able to cancel the service himself (the account was originally set up in his name). I am the Durable Power of Attorney (DPOA) for my father and I live in Denver, Colorado. I also had full access to his online SuddenLink account and billing. When I called to cancel the service I was told that only may father could cancel the service per SuddenLink's policy. I explained the medical situation with my elderly father and the fact that I lived in Colorado and was the DPOA to the customer support person but got nowhere. I ended up having to call a staff member at the Assisted Living facility in Kingwood who would then bring my father to the phone and that way they canceled the service. We were told that the ezpay would be turned off and the hardware would be picked up by SuddenLink. That was necessary as my father could not drive anywhere to return the modem and cable box. I now noticed in Nov - Dec 2014 that that we have just been charged $130 and $247.50 through the ezpay system. I never saw a bill for this. When I called SuddenLink on Dec 13 I was told this was for hardware that was not returned but we would not be responsible for the charges and the credit card would be credited for the $130 and $247.50. I was also told that the ezpay was not canceled as it should have been (the customer rep admitted this was an error on their part). Well, the credits never appeared and recently (Dec 18) I am told that they will not credit us until the hardware is returned. So, they apparently never picked up the hardware (or did and refuse to admit it). My father would have no recollection of this because of his medical condition. SuddenLink now has our money through an illegal(?) ezpay transaction and won't return it. This whole saga is very disturbing for many reasons and makes me concerned about how SuddenLink is purposefully ripping off customers, especially senior citizens. SuddenLink owes us $377.50

Desired Settlement: A refund for $377.50.

Business Response: Initial Business Response /* (1000, 8, 2015/01/15) */ We spoke with the customer on 1/15/15 and have addressed their concern. We consider this to be resolved.

1/15/2015 Advertising/Sales Issues
1/15/2015 Billing/Collection Issues
1/13/2015 Problems with Product/Service
1/13/2015 Problems with Product/Service
1/13/2015 Billing/Collection Issues
1/13/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I called Suddenlink at number XXX) XXX-XXXX wanting information on the services and rates and I got a female sale person. After giving the information that I sourced I inquired about the installation fees after informing me of the fees I inquired about the waving of the fees in which she replied she could give me a twenty (20)dollar credit toward the fee. I informed her that I will try her competitors and I'll call back she then informed me to allow her to run a credit check to make should that I didn't need a deposit and when I call back or if I call back it would be notated that I had a twenty dollar credit toward the installation fee. And that she's not setting me up for services or nothing like that so I agreed. So I thought about it spoke with my wife concerning them and called back to informed them to set me up with the installation. However, I was appalled when I called back and this automatic system was informing me that I had set up a installation appointment for 12/31/2014 at 8:00 am with my consent so when the sales person came on to the line to answer the call I informed her concerning my like of trust for a company that deceived me and used my information inappropriately. The sale person didn't even brother to address my issues instead was still trying to cram me until I demand her to address this issues when she transferred me to a manager or I was informed that she was a manager. I explained to her how can a company be trusted with a person information if your sale person deceive you into setup services that I didn't agree to. The manager was very, very, very rude informed me that if I didn't like it my only option was to cancelled the appointment at that time I immediately cancelled.

Desired Settlement: As a good customer service policy I request that the installation fee be wave

Business Response: Initial Business Response /* (1000, 5, 2015/01/09) */ In order to resolve this this issue, we will need the customer to confirm their account information. We've attempted to contact the customer on several occasions but have been unable to reach them. The details of the attempts to contact are: Phone Call Made/Message Left on 1/7 @ 1:10pm Phone Call Made/Message Left on 1/9 @ 3:09pm Email sent to email address included in complaint on Insert 1/9. We cannot proceed without customer confirmation. As a result, we consider this closed until the customer contacts us at the email address provided on 1/9.

1/13/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We repeatedly have issues with our cable service. Issues range from total outage to brief 2-10 minute blips in service. We frequently call about issues. They send a repairman but they rarely find any issues. Last week they replaced the line going from the house to the road but it is worse than ever. Product_Or_Service: Cabke Account_Number: XXX-XXXX-XXXXXXXXX

Desired Settlement: Would like our service issues resolved. Unfortunately Suddenlink is the only cable provider in our area so we don't have a choice. We made a similar complaint in the past. The issue was resolved for a while, but now it's worse than ever.

Business Response: Initial Business Response /* (1000, 5, 2015/01/09) */ In order to resolve this this issue, we will need the customer to confirm their account information. We've attempted to contact the customer on several occasions but have been unable to reach them. The details of the attempts to contact are: Phone Call Made/Message Left on 1/2 @ 11:28am Phone Call Made/Message Left on 1/7 @ 9:32am Email sent to email address included in complaint on Insert 1/9. We cannot proceed without customer confirmation. As a result, we consider this closed until the customer contacts us at the email address provided on 1/9.

1/12/2015 Advertising/Sales Issues
1/8/2015 Billing/Collection Issues
1/7/2015 Advertising/Sales Issues
1/6/2015 Billing/Collection Issues
1/2/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We have dated receipts showing the cash payment of $120.63 on 10/29/2014 to Suddenlink on Account #XXXXXXXXXXXXX for cable for the month of November. Since we had to go out of state, we also have the dated receipt for the return of equipment (#s ********************, ************ ******** ********************* and cancelation of service on 11/06/2014 receipt #XXXXXXX to technician XXXXX at Suddenlink at *** ** **** *** ***** ****** TX . We were to receive a refund of $97 for the remaining 24 days of November. Then we were told they would have to send us a check. Now our account shows we have only a $17.50 refund coming. Calls to Suddenlink resulted in their stating they don't keep receipts and not returning our calls. Your help would be deeply appreciated in helping us get the correct refund.

Desired Settlement: Refund of overpayment of $97.

Business Response: Initial Business Response /* (1000, 6, 2014/12/31) */ We spoke with the customer on 12/31 and have addressed their concern. We consider this to be resolved.

12/30/2014 Problems with Product/Service
12/30/2014 Advertising/Sales Issues
12/29/2014 Problems with Product/Service
12/29/2014 Billing/Collection Issues
12/26/2014 Problems with Product/Service
12/26/2014 Problems with Product/Service
12/24/2014 Advertising/Sales Issues
12/24/2014 Billing/Collection Issues
12/22/2014 Delivery Issues
12/22/2014 Delivery Issues
12/19/2014 Advertising/Sales Issues
12/19/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I've been paying full price to SuddenLink for YEARS now and I have never consistently gotten the full speeds I've been promised. They sell me new modems that are suppose to fix the problem but don't. They send technicians to the house to fix the problems and don't. They threaten to charge me more money if they find an issue with my service that they can blame on me. Product_Or_Service: Internet service

Desired Settlement: I would like to only pay $20 a month for the rest of my time having their service. They have taken thousands of dollars from me while completely failing to provide the service promised. In addition I want the problem actually fixed for good.

Business Response: Initial Business Response /* (1000, 5, 2013/10/21) */ We have made several attempts to contact the customer since 10/8 when the complaint was received. Phone calls have been made and messages left by the Operations Manager, Dispatch and Field Supervisor. Field Supervisor has also emailed customer at the email address listed trying to make contact and resolve the issue but all attempts have been unsuccesful in contacting this customer. We will continue to reach out to the customer but without a response from them, we are at a standstill in getting the situation resolved. Consumer Response /* (3000, 12, 2014/11/26) */ I pay for 15mb/s but frequently between 1700-2359 I only receive less than 3mb/s. As I stated above I frequently get way less than the internet connection speeds that I've paid for. Often times when I run the speed tests on speedtest.com I will get less than 3mb/s often getting as low as 0.65-0.98. When I call they always reset my modem which on a very rare occasion has fixed the problem however more frequently the problem remains the same. They have sent numerous techs out to my home, told me to buy a new modem to fix the problem (which I have and then the problem remained), and even at one point upgraded the internal connections to try to resolve the problems. None of these have worked. Several of the techs have admitted to me that the problem isn't my modem or the wiring at my house but instead is their own equipment out on the street which needs upgraded. I was told months ago that they were working on the problem and that it should get better soon which it did get better briefly however now it seems everything is running extremely slow when I most use it. Morning times it runs fine but at night when people use it most it's pathetically slow. I understand that at peak times some slow down is expected however speeds of 0.98mb/s is completely unacceptable. I do track my results and can export and email them to you if needed. DR: What I would like is for them to fix their equipment and software. I want the service I'm paying for. If they are unwilling to or unable to fix my equipment and I continue to get 1/15th the speeds I'm paying for when I most use it then I would like to pay 1/15th of what I am paying now. Business Response /* (-10, 16, 2014/12/09) */ We've attempted to contact the customer on several occasions, but have been unable to do so. As a result, we consider this case to be closed. Consumer Response /* (3000, 18, 2014/12/09) */ 12/09/14: I received a few calls from them but was unable to return because I was out of the country for the last 3 weeks. I will try to talk to them today. I feel that if I am only receiving 1/15 of the speed I pay for then I should only be charged 1/15 of the monthly charge. I feel that any speed under 6 is a breach of contract. I had a tech tell me months ago that this is an equipment issue on their side and they need to upgrade in this area. 12/16/14: Mediator called consumer and left voice mail message. 12/17/14: Mediator called consumer and left voice mail message. 12/19/14: Mediator called consumer and left voice mail message. Business Response /* (1000, 19, 2014/12/09) */ 12/10/14: Mediator called business and left voice mail message for ******* *********** 12/11/14: We have not been able to get in touch with him. If he is back in town then we will contact him and send out a tech. It may take a few days but I will get back with you. 12/16/14: (******* *********** We have tried to contact him by phone and email. We received a voice mail from him on December 9, 2014 and returned his call. We called on December 12, 2014 and December 16, 2014 with no contact.

12/17/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We recently had suddenlink service installed in our new home. The first installed damaged our home, he drilled a hole through our closet and also drilled 2 unnecessary holes in the exterior of our home. His drill died twice and we had to wait over 9 hours for him to install the services. When he left he trashed the house leaving sheet rock, insulation, and dirt all over the house. Shortly after he left the services stopped working, we had to wait 5 days for a different technician to come out, the second technician basically told us the first guy didn't know what he was doing and took 8+ hours to reinstall everything. This technician also left a big mess and didn't put any of the face plates back on the walls. We were charged for the visit and charged for an amplifier we were told we needed.Shortly after he left our services stopped working. We had a 3rd technician come out and replace the modem, still didn't work. We had to reset our modem 3-4 times a day to get service. I was also told a supervisor would come out to survey the damage, this never happened. After all of this I decided to cancel my service and nobody tried to make it right so I would stay a customer. We ended up getting u-verse installed and have been very pleased. Product_Or_Service: Cable internet and phone

Desired Settlement: I would like to have all of our bills refunded approx $700 since our service never worked properly. I would also like suddenlink to pay for the damages to my house $1000 as quoted by our builder. And lastly I would like suddenlink to come remove the box and other items from the exterior of my house. Not to mention the loss of income while we took off work for the technicians to come out.

Business Response: Initial Business Response /* (1000, 5, 2014/11/28) */ We are currently working with Mr. ****** and local area management to resolve this issue as quickly as possible. Initial Consumer Rebuttal /* (3000, 7, 2014/12/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have contacted me, and are working on a resolution. But have not yet agreed to do anything. I am patient and will wait for their suggested solution. Business Response /* (4000, 16, 2014/12/11) */ After reviewing Mr. ******* account, we have found that the issue has been addressed and the appropriate credits were applied. We consider this issue to be resolved.

12/17/2014 Delivery Issues
12/16/2014 Problems with Product/Service
12/15/2014 Advertising/Sales Issues
12/15/2014 Advertising/Sales Issues
12/8/2014 Problems with Product/Service
12/5/2014 Advertising/Sales Issues
12/3/2014 Problems with Product/Service
12/3/2014 Billing/Collection Issues
12/3/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Over the past year they have dropped TV Stations and raised cost with out notice... Its seems like every time you turn on the TV a station is replaced and dropped from the line up with out notice, both the Speed and Spike have need dropped in the past few months. Then the service cost goes up.

Desired Settlement: I wont the stations back............Or the cost to go down....

Business Response: Initial Business Response /* (1000, 5, 2014/12/03) */ After successfully reaching new agreements with channel owners such as **** **** ******* ******* ********** and **** Suddenlink made a good-faith effort to reach a new agreement with ******* Unfortunately, ****** - which had demanded a nearly 50% increase in total payments - rejected every offer that Suddenlink made. Accordingly, after Suddenlink's prior contract with ****** expired on Sept. 30, 2014, Suddenlink was no longer able to make the ****** channels available to our customers. Instead, starting Oct. 1, 2014, Suddenlink introduced a comparable number of other channels that a representative sample of customers told us - through polls and calls to our care centers - they would like to have. Earlier this year, sixty other companies made a similar decision. We occasionally make changes to the TV channels we offer. Such changes are covered by our Residential Services Agreement, which indicates that services are provided on an "as available" basis. Due to the addition of new channels to the line up, Suddenlink is not currently issuing refunds. We consider this issue to be resolved.

12/2/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I called into Suddenlink Customer Service today to inquire about our internet services being down yet again. I was connected with a representative who was rude from the start. She refused to listen to my concerns. I eventually was able to explain to her that we have had multiple techs out to our residence and I would like the issue resolved. She replied that we had a area outage. I explained to her that when I call in, its always a outage and its unacceptable. She then replied and stated "what do you want me to do. Wave a **** magic wand." I told her that I wasnt asking her to wave a magic wand. I was asking her to do her job and connect me with the right person who could help. She refused to transfer me to a, supervisor and continued to make refrences to the magic wand. She diso

Desired Settlement: Telephone call back from corporate and not the call center. I would also like to have my service credited for one month because of the trouble that I have gone through.

Business Response: Initial Business Response /* (1000, 5, 2014/11/26) */ After reviewing Mr. ******'s account, we have found that the issue has been addressed and the appropriate credits were applied. We consider this issue to be resolved.

12/2/2014 Billing/Collection Issues
12/2/2014 Billing/Collection Issues
12/2/2014 Billing/Collection Issues
12/1/2014 Billing/Collection Issues
12/1/2014 Delivery Issues
12/1/2014 Delivery Issues
12/1/2014 Billing/Collection Issues
12/1/2014 Advertising/Sales Issues
12/1/2014 Advertising/Sales Issues
12/1/2014 Advertising/Sales Issues
12/1/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Phone issues since I signed up. I requested no voice mail-no call waiting. Phone doesn't work. I have requested no voice mail or call waiting and was told by several SuddenLink reps that a ticket would be put in. SuddenLink was advised that this phone line is used for business. Nobody at this company knows what is going on. I still have services I requested be removed and now phone doesn't work at all. I was transferred to lever 2 rep who said he could not do anything and that i would have to be transferred to level 3 rep, but that they don't take phone calls and will have to call me back? There is no sense of urgency with this company. Nobody seems to care that I can't work. They are also VERY rude each and every time I call.

Desired Settlement: I want all these issues fixed asap & do not want to have to call them again.

Business Response: Initial Business Response /* (1000, 5, 2014/11/25) */ We are currently working with Mrs. ***** and management to resolve this issue as quickly as possible.

12/1/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been a Suddenlink customer for fifteen years and recently moved homes and simply tried to transfer services. It has been three weeks since my request, and I still do not have the services. Suddenlink cancelled my first appointment and, and has since been out to my house FOUR (4) times with EIGHT (8) different technician's! One technician told me I can't get a signal because they can't "bend cable", and there is nothing they can do! I have spent hours on the phone, missed five days of work waiting for technician's within their four hour window with no resolution. It just continues to go in a circle of incompetence like I have never experienced. The irony is that they boast being different and having great customer service, but no one will own this issue.

Desired Settlement: I want the services I ordered.

Business Response: Initial Business Response /* (1000, 10, 2014/11/21) */ After speaking with Mr. *******, we have addressed his concern and consider this issue to be resolved.

12/1/2014 Billing/Collection Issues
11/26/2014 Advertising/Sales Issues
11/25/2014 Advertising/Sales Issues
11/25/2014 Problems with Product/Service
11/25/2014 Advertising/Sales Issues
11/25/2014 Billing/Collection Issues
11/24/2014 Advertising/Sales Issues
11/24/2014 Billing/Collection Issues
11/24/2014 Problems with Product/Service
11/24/2014 Billing/Collection Issues
11/24/2014 Problems with Product/Service
11/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Slow, unuable internet service I am so dissatisfied with the internet service!!!! During the day it works okay, but then after 5 o'clock when everyone gets off work it is almost unusable. I cant use the internet, ******* or any "on demand" service. SO disappointed! Speeds during the day and early morning average between 10 and 15 mbps then evening around .2 to .5 mbps which is awful! I have had technicians come to my house multiple times and i even upgraded all of my equipment to no better speeds.

Desired Settlement: Refunds for the last 3 months and discounted service until the issues are fixed. Suddenlink needs to make the speeds faster in this congested area. The speeds I am receiving now are no where new worth even paying for, my cell phone speeds are 10 times faster.

Business Response: Initial Business Response /* (1000, 5, 2014/11/18) */ We are currently working with Mr. ******* and management to resolve this issue as quickly as possible.

11/21/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I'm paying for internet speed of 107 but never getting above 70 My account number is XXXXXXXXXXXXX. I'm sick and tired of the fact that I'm paying for the highest leave of internet that your company has but I'm always getting 30-50 % less internet then what I'm paying for then throughout the year I've had a technician at my house 7-8 times and just recently the most recent technician that came out on 08/26/14 said the issue was on y'all end and that your outside wires to your box was extremely loose. I've missed the equivalent to 2 months of work because of your system issues, thats like $5,000 in checks!!! I'm tired of it and someone needs to compensate me. I'm tired of going back and forward with your agents over the phone and I'm tired of the lack to honor what I'm paying for. Someone needs to do something or I'm going to another service network.

Desired Settlement: I feel I deserve at least 3 months of free service. I understand that the company can't give me my $5000 loss in pay checks, even tho the service issue were determine to be at the companies fault. The least y'all can do is compensate me for my loss!! Had your technicians done there job right to begin with this would not be an issue.

Business Response: Initial Business Response /* (1000, 6, 2014/09/10) */ We are currently working with Mrs. ****** and local area management to resolve this issue as quickly as possible. Initial Consumer Rebuttal /* (3000, 8, 2014/09/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) It has not been resolved yet Final Consumer Response /* (3000, 13, 2014/11/10) */ 11/10/14: Mediator requested update from consumer. 11/10/14: The issue has not been resolved and I am still not receiving the service I'm paying for. 11/12/14: Mediator provided consumer with update. 11/12/14: Ma'am they have sent multiple people out here and they all say something different but I will call them. Final Business Response /* (1000, 14, 2014/11/10) */ 11/10/14: Mediator left message for business. 11/12/14: Mediator emailed business requesting a phone call. 11/12/14: We were never able to get in touch with her. She was asking for a credit but with the lack of ability to reach her or correcting the issue we cannot justify a credit to this customer. The customer will need to give us the opportunity to speak with her in order to send a tech out to resolve this. She should contact ******* ******* at XXX-XXX-XXXX. 11/21/14: We have reached out to this customer again a few times but are unable to leave a message as their is no voice mail. We also have not heard from her since the mediator provided her with Mr. ********** phone number. To reach a resolution customer must contact Mr. ********

11/21/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Deceitful practices regarding my service and general area service as well as knowingly not being able to provide the services they offer. This began over a month ago when I was paying for Suddenlink's 50mbps service. I contacted Suddenlink as I was only receiving 3-5mbps and they sent out a tech to check my equipment. Long before my appointment time, the tech had left me a message stating there is a known problem in the area and there was simply nothing he could do to improve my speed and they would have parts in about 2 weeks. So I contacted Suddenlink again and told them I was displeased with being charged for the 50mbps when they know they can't offer it. I had my account changed to the 15mbps service to save money seeing as I was not even able to reach that speed. Two weeks ago I contacted Suddenlink again as my speeds now averaged .3-.5mbps, a technician was sent out a few days later and he found no area related problems and changed a wire on the modem he suspected of being faulty. A week later (09/01/14) I contacted Suddenlink once more to inform them the problem still exists and an appointment was made for 09/03/14 to replace my modem (after a diagnosis and system test from their end and they increased my speed to 40mbps in hopes that would help for the time being). On 09/03/14 the technician called and left a message before my scheduled appointment time and stated he would not be replacing the modem because he had found a problem in the area (again). I called Suddenlink back and after speaking with tech support they deemed regardless of the situation in the area, the modem needs to be replaced due to unrelated connectivity issues and rescheduled the appointment for today (09/04/14). Today (09/04/14) once again I came home to a message on my phone stating they will not be replacing my modem. So again I called Suddenlink back and spoke with a supervisor who refused to answer why they continue to make appointments for me and then tell me they are not going to perform the service as simple as replacing the modem. Even as I explained that I have used more data on my phone than their internet they simply replied I am not to have my modem changed and the problem in the area should be fixed in about two weeks or so, and to call back after that time. I feel I've paid for a service that I have never received, and as an active service member I will not be staying in the area after another month.

Desired Settlement: I wish to be compensated for the service I have paid for and never received, and to get the service I have paid for, for the last month I am here.

Business Response: Initial Business Response /* (1000, 5, 2014/09/22) */ We've attempted to contact the customer on several occasions, but have been unable to do so. As a result, we consider this case to be closed. Initial Consumer Rebuttal /* (3000, 12, 2014/09/26) */ Of course I didn't respond to Suddenlink's calls, they called me from a blocked number during the day when they know i'm not available as I am an active service member and not authorized to carry my phone in uniform. Secondly, Suddenlink has no business contacting me directly anymore hence my claim with BBB. I called Suddenlink with my issue's several times and if they refused me proper and professional service then what makes you think I would entertain their talks now. If Suddenlink wasn't so busy robbing their customers they would have responded with a resolution through BBB like everyone else. Final Consumer Response /* (3000, 17, 2014/11/10) */ 11/10/14: Mediator sent consumer email requesting update. 11/13/14: Mediator sent consumer email requesting update. 11/13/14: I have canceled my service and moved from the area. However despite canceling my service and having a 0.00 balance when doing so I have continually received bills for the months following my cancellation. I've had to call them several times to clear this issue and they assure me it won't happen again even though it happened twice so far. On top of this I was never credited or refunded for the poor service in which I had received at the time. They seem to have no problem billing an account that has been closed though. 11/14/14: Mediator sent consumer message requesting account information for the business. 11/14/14: My Suddenlink account number was XXXXXXXXXXXXX. It was in my name and my phone number XXX-XXX-XXXX was associated with the account. The account was closed and then transferred on 12 September to another person residing in that barracks room named ******** *******. Please let me know if you need any other information. Final Business Response /* (1000, 18, 2014/11/10) */ 11/13/14: Emailed business consumer position. 11/14/14: It appears we have been unable to find an account for Mr. ******** and have been unsuccessful in our attempts to contact him with the information from the complaint itself. Would you be able to reach him to request his account information? 11/14/14: Mediator provided business with consumer account information. 11/21/14: We have researched his account. We did complete a trouble call in August. He was credited for 18 days however he upgraded during this time. The total credit was $26.63 based on days he was out of service.

11/21/2014 Delivery Issues
11/19/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Cancelled my cable subscription due to the Viacom dispute. Had issues with them cancelling it on the right date, trying to charge me more. They have failed to pick up my equipment 2 times now without explaining why. Instead, they simply act like the service date is in the future, or there wasn't one scheduled at all. I have called numerous times, and chatted online with them numerous times. One representative, named ****** (not sure of spelling), actually told us that we were not a priority so she couldn't give us exact details of when the technician would show up. When talking to her supervisor, he assured me she would be coached about her attitude (she had started yelling at me because as she said, "that is what you have been doing this whole time!") He also told me to call back if the technician didn't show up by 4:45PM. Well, 6:00PM rolled around and still no technician. Went online to chat with a representative so I could print our conversation. The first rep, ******* L, kept skirting around the issue, simply stating that "I only show a service date for November 4th". Once again, they were trying to act like there was no service date scheduled for today at all. I finally talked to his supervisor, ***** ** who admitted that he had no idea why they didn't come out and that "all he could do was email the local office and have a date set up in the future". He even began to tell me that equipment is my responsibility. I thought I was taking responsibility by constantly trying to get someone to come out and pick up the equipment! After telling me that he couldn't help me any further, I asked if I could speak to his supervisor. He told me that he refused to escalate the matter and that his supervisor was unavailable to talk to me. After asking him "why?", he ended the conversation, telling me that he refused to "go around in circles with me". As I said, I have this whole conversation saved and printed. They are charging $1000.00 for equipment that they refuse to pick up! Seems questionable.

Desired Settlement: I am simply requesting an apology for the way I have been treated by their customer service. I am also requesting that they come pick up their equipment and reduce my bill accordingly. It would be nice if they realized that they have treated me very poorly and would give me a bill reduction, but I doubt that will happen. They have little concern for their customers; therefore, my main concern is getting this information to the BBB.

Business Response: Initial Business Response /* (1000, 5, 2014/11/13) */ We've attempted to contact the customer on several occasions, but have been unable to do so, however their concern has been addressed and the appropriate credits were applied. As a result, we consider this case to be closed.

11/18/2014 Advertising/Sales Issues
11/18/2014 Advertising/Sales Issues
11/17/2014 Problems with Product/Service
11/17/2014 Advertising/Sales Issues
11/17/2014 Billing/Collection Issues
11/17/2014 Advertising/Sales Issues
11/17/2014 Advertising/Sales Issues
11/14/2014 Advertising/Sales Issues
11/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Service was interrupted for several days. My cable was distorted for several days, then went completely off. I was thinking they were working on lines somewhere. After a day or so of no cable, I called in and they tried to assist me over the phone. Then came to the conclusion that a tech had to come out. two days later, appointment from 8am - 12pm. Gave them my work number to call. I went home for lunch at 12:30 and found where the tech was there, but I wasn't so he left a card for me to call and reschedule. I called back to see why I wasn't called, the tech noted that he called, but the line was busy. They sent a tech out at almost the end of the day. He used my daughter's bathroom twice without asking and also outside behind my house. Two days later, my DVR box said it was unauthorized, so I had to call back to customer service to get that issue resolved. Two more days later, my video on demand wasn't working. Their response, the DVR needs replaced. With ALL this headache and aggravation, they only offered me 3 days credit...$17.

Desired Settlement: I feel that I should be credited for more than 3 days service. Yes, I didn't call in immediately, but I was giving Suddenlink the benefit of doubt that they were working on the lines. And the issues with the tech, I think I should be getting something free for the inappropriateness.

Business Response: Initial Business Response /* (1000, 5, 2014/11/13) */ We've attempted to contact the customer on several occasions, but have been unable to do so, however their concern has been addressed and the appropriate credits were applied. As a result, we consider this case to be closed. Initial Consumer Rebuttal /* (3000, 7, 2014/11/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have not tried to contact me. I actually had a tech scheduled to come fix my video on demand issue and all they did was leave a card on my door. The following day, they did the same thing and I didn't even know they were coming. Two days later they call me at work to try and reschedule and I refused. I am waiting to get a better response before I pay my bill.

11/13/2014 Advertising/Sales Issues
11/13/2014 Problems with Product/Service
11/13/2014 Billing/Collection Issues
11/12/2014 Billing/Collection Issues
11/12/2014 Billing/Collection Issues
11/12/2014 Delivery Issues
11/12/2014 Billing/Collection Issues
11/12/2014 Billing/Collection Issues
11/12/2014 Advertising/Sales Issues
11/11/2014 Billing/Collection Issues
11/11/2014 Advertising/Sales Issues
11/10/2014 Advertising/Sales Issues
11/10/2014 Advertising/Sales Issues
11/10/2014 Advertising/Sales Issues
11/10/2014 Advertising/Sales Issues
11/10/2014 Advertising/Sales Issues
11/10/2014 Advertising/Sales Issues
11/10/2014 Billing/Collection Issues
11/10/2014 Advertising/Sales Issues
11/10/2014 Billing/Collection Issues
11/6/2014 Advertising/Sales Issues
11/6/2014 Problems with Product/Service
11/6/2014 Advertising/Sales Issues
11/6/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Sudden link's reliability has serious issues. Since the early part of 2009 when Sudden link started switching from the old system to the new digital system the reliability of their service is seriously questionable. I have called in multiple times since the early part of 2009 for outages on either my cable, internet or on many occasions both, only to have the service call cancelled by sudden link due to it being an area outage. I have made many requests to have my bill credited for the outages only to be told that because there was no tech sent to my address that I am not due any credit even though they would admit to it being an area outage. Just yesterday 08/21/2014 we had yet another area outage that lasted for several hours from approximately 2pm to 9pm. I made a couple of calls to sudden link to inquire about what the problem was but the only thing I was told each time is that they are working on it as fast as they can and then I would get hung up on by the rep. The previous outage was towards the end of July 2014 for their internet service. I called in to their customer service line and was told my modem was bad and it needed to be replaced. I was offered a tech to come by and replace it for me but it wouldn't be for 2 days. Seeing that I live only a couple of miles from the local office I opted to make the drive over to get a new modem myself. Needless to say this did not fix the problem. They had at least 1 possibly 2 techs in the area working on the lines for internet but the customer service center and the local office had no knowledge of this. I found out that they were working on the lines when I went out a little later and seen one of their trucks with a tech working on the lines. I approached and asked the tech if he was working on the internet lines and he said yes that they had an area outage. This outage for the internet lasted from approximately 1pm to 6am the next morning. Sudden link needs to really get their house in order before I take my business else where. Product_Or_Service: Cable and Internet

Desired Settlement: I feel with all of the outages I have faced since the early part of 2009 I should receive a free month of service and when future outages occur I should be able to call in and get a credit on my bill for the time I was without service without having to fight for it.

Business Response: Initial Business Response /* (1000, 7, 2014/09/17) */ We've attempted to contact the customer on several occasions, but have been unable to do so. As a result, we consider this case to be closed. Initial Consumer Rebuttal /* (3000, 14, 2014/09/22) */ I received phone calls from Sudden Link Communications however they would always call when I am at work and when I would call them back I would sit on hold for a while then be asked to leave a message stating why I am calling, which I would do. In each of my messages I would ask them to call me between certain times as so I would be available to accept the call as my job does not permit me to take personal calls while on duty. Sudden Link would continue to call me when I was at work even though on more than one occasion asked for them to call me after 1pm my time so that I would be available to take their call and be able to discuss my complaint. I was always getting called between 8am and 11am. This is not fair to me as a customer of Sudden Link. I would like to resolve this issue but I can only do so if they call after 1pm.

11/6/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Received an automated call from Suddenlink explaining that a possible disruption in service may occur and gave the phone number (XXX) XXX-XXXX to call for explanation. This turned out to be a billing/collections line, which informed me that I was $30 past due. I checked my automatic payments cycle - all payments were made on time and in full. I spoke with a representative that told me the past due amount was from an overage charge to my account.Typically, overage charges are pre-empted by an email explaining that you're nearing your data limit. This gives a fair warning to any extra charges. I archive all of my bill-related emails. Upon review, I found no warning for the charges. When pressed, the representative told me that no email was sent to warn of data overage. When I asked her to remove the charges, she refused, stating that the charges were valid for data usage, regardless of the lack of warning.I asked to speak to her manager. The manager told me that the system of warning clients had changed - emails were no longer sent to clients, they now have to log into the Suddenlink website to see their usage. No email was sent to notify clients that the email service had been terminated, we were apparently just supposed to intuit that we had to start logging in to track our usage. As before, the manager insisted that the claims were valid and that I needed to pay or my service would be shut down. Product_Or_Service: Internet Service

Desired Settlement: I'm going to have to pay the charge to keep my service going, but the grounds for charging me extra are ridiculous. I want a refund of the amount overcharged ($30) and an account credit for a month of service as compensation for their over-billing.

Business Response: Initial Business Response /* (1000, 5, 2014/10/01) */ We've attempted to contact the customer on several occasions, but have been unable to do so. As a result, we consider this case to be closed. Initial Consumer Rebuttal /* (3000, 12, 2014/10/03) */ Suddenlink's response is patently false. I received one phone call from Suddenlink. I was unable to answer, so a message was left wherein I was given a phone number to respond. I called that phone number twice - once only two hours after I was called, and the second time three days later to follow up. Both times the call went to a message machine, where I asked for the representative that originally contacted by name, gave my full name, and gave my telephone number. I have not received any communication from Suddenlink since that original call. My cell phone's call log can corroborate that these calls happened. Suddenlink made their original call from a restricted number on 09/22. I called their given return number of XXX-XXX-XXXX twice, both on 09/22 and 09/25.

11/5/2014 Advertising/Sales Issues
11/5/2014 Billing/Collection Issues
11/4/2014 Billing/Collection Issues
11/4/2014 Delivery Issues
11/4/2014 Billing/Collection Issues
11/4/2014 Problems with Product/Service
11/4/2014 Delivery Issues
11/4/2014 Problems with Product/Service
11/3/2014 Problems with Product/Service
11/3/2014 Billing/Collection Issues
11/3/2014 Delivery Issues
11/3/2014 Delivery Issues
10/31/2014 Problems with Product/Service
10/30/2014 Billing/Collection Issues
10/29/2014 Billing/Collection Issues
10/29/2014 Advertising/Sales Issues
10/29/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Sudden link recently, weekending 9/20/14, came into my neighborhood, ***** ***** ******** and installed cable lines through, digging up portions of peoples yards which have these orange pipes sticking out of the ground. The people doing the work for sudden link drove a piece of machinery onto my fron lawn and damaged the grass, leaving tire track impressions and oil and other substances in the grass. I called the city of Anna to see who the contractor was and I was told that his name was **** ****** a representative for Sudden Link. I sent pictures of the damage to my front lawn and was assured that it would be replaced with new sod. I have yet to have heard back from Sudden link. I will take further actions if sudden link continues to ignore my request to replace portions of my from lawn that they damaged by driving a piece of machinery into my yard to pull the pipe.

Desired Settlement: I have pictures of the damaged lawn and the tire track impressions from the machinery that sudden link drove into my front lawn. I want the sod replaced.

Business Response: Initial Business Response /* (1000, 5, 2014/10/13) */ We are currently working with Mr. ******* and management to resolve this issue as quickly as possible. Initial Consumer Rebuttal /* (3000, 7, 2014/10/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) While I have heard from ******* with suddenlink, I have not had anyone come out and speak or call me about the damage on a local level. Someone did stop by and ask my wife about the damaged and she informed them to reach out to me concerning the issue. I have yet to hear from anyone after that visit. It would be best for all contact about this issue go through myself.

10/28/2014 Problems with Product/Service
10/28/2014 Billing/Collection Issues
10/27/2014 Guarantee/Warranty Issues
10/20/2014 Advertising/Sales Issues
10/17/2014 Billing/Collection Issues
10/17/2014 Billing/Collection Issues
10/17/2014 Delivery Issues
10/17/2014 Billing/Collection Issues
10/16/2014 Delivery Issues
10/16/2014 Billing/Collection Issues
10/16/2014 Billing/Collection Issues
10/15/2014 Billing/Collection Issues
10/15/2014 Billing/Collection Issues
10/15/2014 Delivery Issues
10/15/2014 Delivery Issues
10/15/2014 Advertising/Sales Issues
10/15/2014 Delivery Issues
10/15/2014 Billing/Collection Issues
10/15/2014 Delivery Issues
10/15/2014 Delivery Issues
10/15/2014 Delivery Issues
10/15/2014 Guarantee/Warranty Issues
10/15/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We were billed for an item said to be "free" by Suddenlink. My wife and I were long time subscribers to Suddenlink Communications, the only TV cable provider in New Bern, NC. Back a year or so ago when Suddenlink was changing wavelengths, they advertised "free" converters for subscribers to pick up in case their TVs needed one. We picked one up not knowing if we needed it or not- it turned out we didn't need it and subsequently discarded the device. In August, 2014, we cancelled service with Suddenlink and were promised a refund on doing so. Much to my surprise I found on my final bill received Sep. 4, 2014, a charge of $44 for this "free" converter gadget, no refund, and a balance due of $23.63. I called Suddenlink and an agent agreed to cancel the balance due but not the $44 charge for the "free" device. I think this worthy of complaint since it represents, in my opinion, yet another way corporations gouge consumes in the interest of shareholders. My questions are if Suddenlink intended to charge for this device, why didn't they do so on delivery? And if the device had to be returned on cancellation of service, or if it weren't needed, why wasn't that made clear, again upon delivery. I think the way Suddenlink handled this transaction is dishonest and exploitative.

Desired Settlement: Refund of the $44 charge.

Business Response: Initial Business Response /* (1000, 5, 2014/09/23) */ After speaking with Mr. ******* his concern has been addressed and we consider this issue to be resolved. Initial Consumer Rebuttal /* (3000, 7, 2014/09/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Suddenlink has promised twice by phone to refund this charge of $44 but has not done so to date. They also promised to a send written statement via e-mail to the effect that they would be refunding this charge but have not done that either. This issue is not resolved. My next step will be to contact New Bern's city attorney to discuss Suddenlink's monopoly to provide cable service here. Final Business Response /* (4000, 9, 2014/10/09) */ Per the customer's request, the appropriate credits have been applied to his account. We consider this issue to be resolved.

10/15/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: As Suddenlink decided to take away channels we watch daily in our household, I called them today to demand a refund. They said 'they aren't offering refunds at this time' which is inexcusable. I am not interested in the 'replacement' channels, I want my **** **** **** and ****** ******* back. This can only be resolved with Suddenlink refunding me for the lost viewing opportunity of these channels and WITHOUT them blaming *******

Desired Settlement: I demand my money back we pay for the channels taken away without a rate increase to 'settle' the matter.

Business Response: Initial Business Response /* (1000, 9, 2014/10/15) */ After successfully reaching new agreements with channel owners such as **** **** ******* ******* ********** and **** Suddenlink made a good-faith effort to reach a new agreement with ******. Unfortunately, ****** - which had demanded a nearly 50% increase in total payments - rejected every offer that Suddenlink made. Accordingly, after Suddenlink's prior contract with ****** expired on Sept. 30, 2014, Suddenlink was no longer able to make the ****** channels available to our customers. Instead, starting Oct. 1, 2014, Suddenlink introduced a comparable number of other channels that a representative sample of customers told us - through polls and calls to our care centers - they would like to have. Earlier this year, sixty other companies made a similar decision. We occasionally make changes to the TV channels we offer. Such changes are covered by our Residential Services Agreement, which indicates that services are provided on an "as available" basis. Prior to this change, we communicated related information through company websites, informational TV spots, newspaper legal notices, social media, and other means. In addition, since the expiration of our contract, ****** has taken the drastic measure of blocking Suddenlink Internet customers' access to content that is otherwise freely available on ******'s websites. We believe this action is unfair and wrong. To make matters worse, ****** is telling our customers that we are blocking the content, which is not the case. Additional information on this subject is available here: *********************************************************************

10/14/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: loss of channels due to contract. customer service agent extremely rude due to sudden link not wanting to renew a contract with ****** lost most of the channels we choose to watch. called to complain about this issue with customer service and request a refund or a decrease in Bill. was told they do not do anything for this and they would not be getting the channels back and we should be happy with the new channels or find another company on our own. also came into the store to discuss this was told similar have been with Suddenlink for many years and find this extremely disrespectful and unprofessional if you're going to take away a product you should decrease the price

Desired Settlement: I feel that since the channels that we have lost account to about 50 or more of what we watch I would like a 50 decrease in my bill. basically all we are left with is local channels and lifetime the local channels I can get for free

Business Response: Initial Business Response /* (1000, 5, 2014/10/14) */ After successfully reaching new agreements with channel owners such as **** **** ******* ******* ********** and **** Suddenlink made a good-faith effort to reach a new agreement with ******* Unfortunately, ****** - which had demanded a nearly 50% increase in total payments - rejected every offer that Suddenlink made. Accordingly, after Suddenlink's prior contract with Viacom expired on Sept. 30, 2014, Suddenlink was no longer able to make the ****** channels available to our customers. Instead, starting Oct. 1, 2014, Suddenlink introduced a comparable number of other channels that a representative sample of customers told us - through polls and calls to our care centers - they would like to have. Earlier this year, sixty other companies made a similar decision. We occasionally make changes to the TV channels we offer. Such changes are covered by our Residential Services Agreement, which indicates that services are provided on an "as available" basis. Prior to this change, we communicated related information through company websites, informational TV spots, newspaper legal notices, social media, and other means. In addition, since the expiration of our contract, ****** has taken the drastic measure of blocking Suddenlink Internet customers' access to content that is otherwise freely available on ********* websites. We believe this action is unfair and wrong. To make matters worse, ****** is telling our customers that we are blocking the content, which is not the case. Additional information on this subject is available here: *********************************************************************

10/14/2014 Problems with Product/Service
10/13/2014 Billing/Collection Issues
10/13/2014 Billing/Collection Issues
10/13/2014 Billing/Collection Issues
10/13/2014 Advertising/Sales Issues
10/13/2014 Billing/Collection Issues
10/13/2014 Billing/Collection Issues
10/13/2014 Guarantee/Warranty Issues
10/13/2014 Billing/Collection Issues
10/13/2014 Advertising/Sales Issues
10/13/2014 Billing/Collection Issues
10/10/2014 Guarantee/Warranty Issues
10/10/2014 Billing/Collection Issues
10/9/2014 Billing/Collection Issues
10/9/2014 Delivery Issues
10/9/2014 Advertising/Sales Issues
10/9/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Suddenlink Communications a wholly owned subsidiary of Cequel Communications in its dispute with ****** and cut off all access to legally obtainable content via ******** for any programs affected by their dispute with ******. This includes their control of ******, ******** ********, ******* and Play On TV software services all of which provide legal access to content.Since I pay only for ******** services and Phone services and do not pay for any Cable TV services, This appears to be a violation of my rights to stream information into my home by legal and accepted methods. Suddenlink will not correct this issue when contacted. Have filed a complaint with the FTC but this matter seems to not be covered by the FCC under the current federal laws and statues affecting the properly use of ******** services, streaming caps, access to specific channels or services (legal) or other issues considered under the heading " Net Neutrality. Suddenlink and it Parent Cequel appear to have arbitrarily revoked access to the ******** even though their dispute with ****** is over rights with Cable and Programming which again are not part of my package. This is a unilateral extension of their rights from Cable onto other customers who do not use or subscribe or pay for the products under negotiation. All attempts to obtain a solution with Suddenlink have been dismissed as the fault of ******. While much of this is left to be resolved (in the "Net Neutrality act) the preemptive use of this tool and the inclusion of services not used, paid for or subscribed to appears to be an act of bad faith with the users of these services. Product_Or_Service: ******** and Phone services Account_Number: XXXXXXXXXXXXX

Desired Settlement: Restore internet services at once as long as the customer is not paying for any Cable Services from this provider Suddenlink and is obtaining all online streams legally via services like **** on or other internet services including ******, ******** ********, **** ******* on any other legal browsing method.

Business Response: Initial Business Response /* (1000, 5, 2014/10/09) */ After successfully reaching new agreements with channel owners such as **** **** ******* ******* ********** and **** Suddenlink made a good-faith effort to reach a new agreement with ******* Unfortunately, ****** - which had demanded a nearly 50% increase in total payments - rejected every offer that Suddenlink made. Accordingly, after Suddenlink's prior contract with ****** expired on Sept. 30, 2014, Suddenlink was no longer able to make the ****** channels available to our customers. Instead, starting Oct. 1, 2014, Suddenlink introduced a comparable number of other channels that a representative sample of customers told us - through polls and calls to our care centers - they would like to have. Earlier this year, sixty other companies made a similar decision. We occasionally make changes to the TV channels we offer. Such changes are covered by our Residential Services Agreement, which indicates that services are provided on an "as available" basis. Prior to this change, we communicated related information through company websites, informational TV spots, newspaper legal notices, social media, and other means. In addition, since the expiration of our contract, ****** has taken the drastic measure of blocking Suddenlink Internet customers' access to content that is otherwise freely available on ********* websites. We believe this action is unfair and wrong. To make matters worse, ****** is telling our customers that we are blocking the content, which is not the case. Additional information on this subject is available here: *********************************************************************

10/8/2014 Billing/Collection Issues
10/8/2014 Advertising/Sales Issues
10/8/2014 Billing/Collection Issues
10/7/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Refused refund for lesser provided service than what was agreed upon at time of starting service with this company. The channels and the rate offered are not the same as the at time of offer. The value of the product has been lowered and a refund should be given. I asked for a refund and was denied. When a product/service is no longer the same as you agreed upon there should be compensation for the difference. I would expect if the quality goes down that the price should to. I do not feel that this company is doing "good" business at this time and with this situation. Unfortunately the product is a type of monopoly in this area without the type of competition to allow for true choice... there are alternatives and they are being sought out. Disappointing in the customer service and the issue is not resolved in my opinion. Product_Or_Service: TOP OF THE LINE

Desired Settlement: I feel that the value of my service has been decreased at no less than a $10 / month refund. The replaced lineup is not the same value as the loss lineup and the price for existing customers should be adjusted; if new customers agreeing to the new lineup want to pay the amount requested that's their deal... for existing customers, the price agreed was for other services no longer being offered.

Business Response: Final Consumer Response /* (3000, 6, 2014/10/07) */ Again thank you... I responded already to say this matter has been resolved. Another representative of the business was able to make compensation that was reasonable. I consider the matter closed; please feel free to update this case#. Thank you, ***** *******

10/6/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Need a procedure done on my knee. Doctors can't contact me because my phone has been down for two weeks. Technician just left and still hasn't resolved the issue. I only have a land line and I rely on it for everything.Suddenlink is my carrier and won't do anything about it. I need this taken care of immediately. I have been very patient and I'm tired of scheduling appointments and being put off. my bill is paid and no phone is making me late paying other bills. Every day I'm without a phone is costing me.

Desired Settlement: I would like to be reimbursed the amount of this month's payment so I can pay late fees to others I owe

Business Response: Initial Business Response /* (1000, 10, 2014/09/29) */ Per the customer's request, we applied the appropriate credits to her account. We consider this issue to be resolved.

9/30/2014 Billing/Collection Issues
9/25/2014 Problems with Product/Service
9/24/2014 Advertising/Sales Issues
9/24/2014 Advertising/Sales Issues
9/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was quoted a price of $135 month for Internet and cable and charged almost $200 instead. I was charged for HBO which was supposed to be free for 3 m I was told repeatedly that they would correct the over billing but nothing was ever done except that I kept getting charged more.

Desired Settlement: Refund for any amount billed over the quoted price of 135 per month.

Business Response: Initial Business Response /* (1000, 5, 2014/09/22) */ We've attempted to contact the customer on several occasions, but have been unable to do so. As a result, we consider this case to be closed

9/23/2014 Billing/Collection Issues
9/23/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been having issues with my internet since day one. I've had numerous chats online where they want to send a technician but I may or may not have to pay $50. I can not afford to pay $50 for a technician to come out to my apartment. This service should have been installed correctly the first time when I have the installation done. My internet has gotten worse over the past week. It was out last night. Today it is extremely slow, it took me an hour just to be able to load their website. I just ran a speed test from their website. It says my upload speed is 0.34 mbps. I am paying for 15 mbps. This is not right. I do not want to pay the $5 insurance, I do not want to pay the $50 for a tech guy to come here. This is not my fault that it isn't working, it is something that Suddenlink should be responsible for fixing. I have talked to people time and time again and I am very frustrated. At this point I can't even work because my internet is non-functioning. I don't think I should have to pay for a technician for something that is their fault. It is a scam, it's like they set it up wrong in the first place so that people have to pay for a technician. I shouldn't have to pay $50 a month for a service that only works half the time. 0.34 MBPS is not even close to the 15 Mbps that I am paying for. I have a screenshot of the speed test but I don't see anywhere to upload it. Product_Or_Service: High Speed Internet 15.0 Account_Number: XXX-XXXX-XXXXXXXXX

Desired Settlement: I would like a refund on my services and also a tech person to come out free of charge to fix the issue.

Business Response: Initial Business Response /* (1000, 5, 2014/09/18) */ We've attempted to contact the customer on several occasions, but have been unable to do so. As a result, we consider this case to be closed. Initial Consumer Rebuttal /* (3000, 12, 2014/09/23) */ Hello, I wasn't sure how to contact and close the case. I did receive a credit on my account from the company and would like to set it as resolved. Thank you, ********

9/19/2014 Advertising/Sales Issues
9/18/2014 Problems with Product/Service
9/18/2014 Advertising/Sales Issues
9/18/2014 Billing/Collection Issues
9/18/2014 Billing/Collection Issues
9/18/2014 Billing/Collection Issues
9/17/2014 Problems with Product/Service
9/16/2014 Billing/Collection Issues
9/16/2014 Billing/Collection Issues
9/12/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I moved to another state and followed Suddenlink procedures by turning in my equipment in May 2014. The company continued to bill me for phone serv. In May of 2014, I moved to another State to accept a new job. I followed Suddenlink procedures by turning in all of my equipment to the Suddenlink office in May 2014, and requesting a disconnect date. I later began receiving bills for phone service well into the summer. After calling the service center I was promised a refund of approximately $120. One month later, a refund arrived for $20. I called this morning, and received a different calculation for my refund and the rep. was unable to explain why the difference occurred. I am hearing from friends that Suddenlink is notorious for not processing refunds in accordance with their contractual agreement.

Desired Settlement: I wish for Suddenlink to provide the $100 remaining refund that I was promised based upon overpayment that occurred because I was billed for continuous service beyond my requested termination date May 24, 2014.

Business Response: Initial Business Response /* (1000, 5, 2014/09/10) */ We've attempted to contact the customer on several occasions, but have been unable to do so. As a result, we consider this case to be closed.

9/12/2014 Delivery Issues
9/12/2014 Advertising/Sales Issues
9/12/2014 Advertising/Sales Issues
9/10/2014 Billing/Collection Issues
9/10/2014 Advertising/Sales Issues
9/10/2014 Advertising/Sales Issues
9/10/2014 Billing/Collection Issues
9/10/2014 Problems with Product/Service
9/10/2014 Advertising/Sales Issues
9/10/2014 Delivery Issues
9/10/2014 Delivery Issues
9/10/2014 Advertising/Sales Issues
9/10/2014 Problems with Product/Service
9/10/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I was charged forty dollars for a service call for faulty equipment. ***** ***** Account# XXX-XXXX-XXXXXXXXX I have had service calls twice in the two months I've had service. They charged forty dollars that I did not authorize nor was I made aware of it. When I asked they would not remove the charge furthermore they tried to entice me to buy "insurance" saying only then would they discount the erroneous charge. I feel if their equipment is faulty this often they are using it as a way to get more money from their customers.

Desired Settlement: Full removal of forty dollar service fee.

Business Response: Initial Business Response /* (1000, 7, 2014/09/03) */ After speaking with the customer, we were able to review the account and have credited the service call per their request. We consider this issue to be resolved.

9/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Suddenlink has failed to return money owed to even after we spoke to them about the changes. Suddenlink owes me a refund. A few months ago I moved to new address. I was on a previous account as a second account holder. The main account holder was my EX wife who I have been divorced since 2005. I paid the bill with my bank account in which I have proof. When it was time for refund both My Ex wife and I called Suddenlink. She told them to issue the check to me at my home. She gave them permission as well as her private information to do go ahead and send check to my home. Suddenlink said we need to show then divorce papers. I went to Suddenlink and showed divorce papers as well. The check was issued at my new address but with the wrong name. It was issued to ****** ******. ****** is divorced from me. We had explained this many times to a lot of people. She even told Suddenlink and I told Suddenlink many times that we are divorced, she has a different last name as well. Since I was on the account and I paid with my account and ****** my Ex wife gave permission for me to have the money It is owed to me. We provided the documentation of our old divorce, we both called, we were verified with security questions. This account is in regards to **** ******** *** in ****** Ca XXXXX. I would like to get this resolved asap. At this time I wish not to file legal action in court, but if I need to consult with an attorney in ******** County I will do so in order to get the refund that I need and any fees that will result in hiring and attorney.

Desired Settlement: I am asking for Suddenlink to issue the refund of over 100.00 that belongs to me ***** ****** and reissue a check.

Business Response: Initial Business Response /* (1000, 7, 2014/09/03) */ After reviewing the account, we were able to apply the requested credit and consider this issue to be resolved.

9/10/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Suddenlink did not accurately track the serial numbers of the digital converter boxes when they were initially distributed, resulting in my account showing 2 boxes although I only had one. In addition, the one I had was different from either serial number associated with my account. When I returned my equipment to close out my account one month ago, the representative noted the discrepancy and the known problem with the tracking of these boxes and closed out my account in good standing. I never receieved a final bill from Suddenlink by mail or e-mail. I received a bill from a collection agency, ****** ******* ************ today in association with the suddenlink account for $35.81, threatening my credit if I do not pay. I wrote to them to dispute the validity of the debt. The Suddenlink account number is XXXXXX-XX, and the ****** ******* *********** EDP # is X-XXXXXXXXX. Account_Number: XXXXXX-XX

Desired Settlement: Declare debt invalid

Business Response: Initial Business Response /* (1000, 5, 2014/09/03) */ After speaking with Mr. *****, we were able to verify that the equipment was not placed in the home and have since removed the charges from his account. We believe this issue to be resolved.

9/8/2014 Billing/Collection Issues
9/8/2014 Advertising/Sales Issues
9/8/2014 Advertising/Sales Issues
9/8/2014 Billing/Collection Issues
9/5/2014 Delivery Issues
9/5/2014 Billing/Collection Issues
9/4/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Technician does not complete visit. On june 19 I called in to cancel the cable portion of my account and they stated that they where going to send out a tech to remove box and cancel service. The tech never came out and I called repeated times and each time a tech was scheduled but never came or called me. I finally spoke to a manager and the manager was actually helpful and finally near the end of july they came out but did not take the box. Now they are wanting to charge me $500 for not returning the box when it is the fault of there techs because they do not pick it up. Every time I call it they say they are sorry and set up tech but like always the tech never comes or never calls.

Desired Settlement: I just want them to come pick up the box and remove the charges off my account.

Business Response: Initial Business Response /* (1000, 9, 2014/08/28) */ After speaking with Mr. ******* we were able to arrange a convenient time to pick up his equipment and have done so. All equipment charges have been removed and we believe this matter to be resolved.

9/4/2014 Advertising/Sales Issues
9/4/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Over a year ago I had a Tech come into my home to upgrade my service (internet) He was very polite ******* ******** in his 40s or so, From the local ****** Texas office, at this time I had only 22 channels so I had him take the DVR box, sudden link still to charge for the box rent, for over a year then, billed me 500 for the box when I had cable cut and only net active. ive called every few days to have them check the warehouse and truck, and have been into the office in ******* they always say they will check but never do, don't even email me or nonething this has been going on for three weeks, I even told them they can wave the back charge refund as long as they find the box and take off the 500, when in all truth of the matter I should be refunded for the years charges and have the 500 taken off sense I don't have and haven't had the box for over a year.I have two accounts one for a nabor dieing of cancer with three kids at 203, this is not that account, im referring to the account at *** **** powell. All I seem to get is lip service, and no action taken, its unfair to charge me for some thing they have. and sense they are the only service in town taking there power to the head and forcing me to pay for something that they misplaced. Account_Number: XXX-XXXX-XXXXXXXXX

Desired Settlement: All I want them, to do is take the charge for the box off, sense I haven't had it for over a year, it would be nice to get the refund on the 6 dollars I paid every month for the last year or so that I was unaware of (paperless billing) but its not necessary

Business Response: Initial Business Response /* (1000, 7, 2014/09/03) */ We were able to locate the equipment and have removed all associated charges. We believe this matter to be resolved.

9/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am sick of a procession of door-to-door salespersons/representatives stopping at my home. This complaint involves a group of such persons from SuddenLink, each onetrying to sell me the SuddenLink products. This has been going on for some period of time, but I will limit it to the month of July, 2014, as representative of other times. To the best of my recollection, in July, 2014, I was "visited" at least three times. There were two men and one female callers pushing your products. In my opinion, they were pushy and persistent beyond what I call reasonable and the contact ended, in each case, by my rather loud refusal and expressions of non-interest. The last caller, a man with a huge umbrella, called on me at the time of rain storm with attendant thunder and lightning. He announced himself by dining my doorbell and pounding on my door ( a pet peeve of mine). I was angry and told this man I was not at all interested, that he should never ring a doorbell and pound on a door, and abruptly, I told him Good Bye. He still attempted to get me to talk with him, so I just shut the door on him. Before he left, he stuffed some material in my door. He then strolled on his way with his big umbrella in driving rain. Now this call may have been more stressful than earlier calls in the month but the pattern of being pushy and persistent to the point of being bothersome was the same for all three of them. The last caller came on July 31. The material he shoved in my door had a name on it, but I destroyed it, Sorry.I, and many of my friends and neighbors, do not appreciate "cold" sales calls from anyone. Also, in my regular mail each month I get numerous SuddenLinki advertisements of the latest "deal". These go directly into my recycling bin.

Desired Settlement: If SuddenLink is so desperate to make sales, let them at least go about trying to make sales by (1) attempting to make appointments with home owners by mail or less preferred, by phone. (2) train your sales people not to be persistent to be point of being bothersome or offensive in their contacts with home owners, should they be able to get a face to face appointment, and (3) please don't show up at a home unannounced and for heaven's sake, be polite about ringing the doorbell--No knocking.

Business Response: Initial Business Response /* (1000, 7, 2014/08/29) */ After speaking with Mr. ****, we have ensured his account has the proper privacy settings. We believe this case to be resolved.

9/3/2014 Billing/Collection Issues
9/3/2014 Problems with Product/Service
9/2/2014 Billing/Collection Issues
9/2/2014 Advertising/Sales Issues
8/25/2014 Billing/Collection Issues
8/21/2014 Advertising/Sales Issues
8/20/2014 Guarantee/Warranty Issues
8/18/2014 Advertising/Sales Issues
8/18/2014 Billing/Collection Issues
8/7/2014 Advertising/Sales Issues
7/31/2014 Problems with Product/Service
7/30/2014 Problems with Product/Service
7/30/2014 Billing/Collection Issues
7/25/2014 Advertising/Sales Issues
7/24/2014 Billing/Collection Issues
7/24/2014 Advertising/Sales Issues
7/23/2014 Advertising/Sales Issues
7/22/2014 Billing/Collection Issues
7/21/2014 Billing/Collection Issues
7/21/2014 Billing/Collection Issues
7/21/2014 Advertising/Sales Issues
7/15/2014 Advertising/Sales Issues
7/14/2014 Billing/Collection Issues
7/14/2014 Advertising/Sales Issues
7/14/2014 Advertising/Sales Issues
7/14/2014 Problems with Product/Service
7/9/2014 Billing/Collection Issues
7/7/2014 Billing/Collection Issues
7/7/2014 Billing/Collection Issues
7/7/2014 Billing/Collection Issues
7/7/2014 Advertising/Sales Issues
7/7/2014 Billing/Collection Issues
7/7/2014 Billing/Collection Issues
7/2/2014 Problems with Product/Service
7/1/2014 Advertising/Sales Issues
6/30/2014 Problems with Product/Service
6/30/2014 Billing/Collection Issues
6/27/2014 Billing/Collection Issues
6/23/2014 Advertising/Sales Issues
6/23/2014 Delivery Issues
6/18/2014 Advertising/Sales Issues
6/18/2014 Billing/Collection Issues
6/17/2014 Billing/Collection Issues
6/16/2014 Problems with Product/Service
6/16/2014 Advertising/Sales Issues
6/13/2014 Delivery Issues
6/11/2014 Advertising/Sales Issues
6/9/2014 Advertising/Sales Issues
6/9/2014 Advertising/Sales Issues
6/5/2014 Billing/Collection Issues
6/4/2014 Billing/Collection Issues
6/4/2014 Billing/Collection Issues
6/3/2014 Billing/Collection Issues
5/28/2014 Billing/Collection Issues
5/28/2014 Billing/Collection Issues
5/23/2014 Billing/Collection Issues
5/22/2014 Problems with Product/Service
5/22/2014 Advertising/Sales Issues
5/21/2014 Advertising/Sales Issues
5/21/2014 Advertising/Sales Issues
5/19/2014 Advertising/Sales Issues
5/19/2014 Billing/Collection Issues
5/19/2014 Billing/Collection Issues
5/16/2014 Billing/Collection Issues
5/13/2014 Advertising/Sales Issues
5/12/2014 Advertising/Sales Issues
5/12/2014 Problems with Product/Service
5/8/2014 Billing/Collection Issues
5/7/2014 Billing/Collection Issues
5/6/2014 Guarantee/Warranty Issues
5/5/2014 Delivery Issues
5/5/2014 Advertising/Sales Issues
5/1/2014 Advertising/Sales Issues
5/1/2014 Billing/Collection Issues
4/29/2014 Delivery Issues
4/23/2014 Billing/Collection Issues
4/23/2014 Billing/Collection Issues
4/23/2014 Billing/Collection Issues
4/23/2014 Advertising/Sales Issues
4/23/2014 Billing/Collection Issues
4/22/2014 Advertising/Sales Issues
4/18/2014 Billing/Collection Issues
4/17/2014 Problems with Product/Service
4/16/2014 Advertising/Sales Issues
4/16/2014 Advertising/Sales Issues
4/16/2014 Billing/Collection Issues
4/16/2014 Problems with Product/Service
4/15/2014 Problems with Product/Service
4/14/2014 Advertising/Sales Issues
4/14/2014 Billing/Collection Issues
4/14/2014 Advertising/Sales Issues
4/14/2014 Advertising/Sales Issues
4/14/2014 Billing/Collection Issues
4/11/2014 Billing/Collection Issues
4/10/2014 Problems with Product/Service
4/10/2014 Advertising/Sales Issues
4/10/2014 Problems with Product/Service
4/10/2014 Billing/Collection Issues
4/8/2014 Advertising/Sales Issues
4/3/2014 Advertising/Sales Issues
4/2/2014 Advertising/Sales Issues
3/31/2014 Billing/Collection Issues
3/31/2014 Problems with Product/Service
3/28/2014 Billing/Collection Issues
3/27/2014 Advertising/Sales Issues
3/27/2014 Problems with Product/Service
3/27/2014 Advertising/Sales Issues
3/27/2014 Billing/Collection Issues
3/25/2014 Delivery Issues
3/25/2014 Advertising/Sales Issues
3/25/2014 Advertising/Sales Issues
3/25/2014 Billing/Collection Issues
3/19/2014 Advertising/Sales Issues
3/17/2014 Problems with Product/Service
3/14/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We signed on to Suddenlink Securtiy systems. Since being a customer with any questions or issues with the home security system help from suddenlink is a problem. When calling any number even the number on the security control panel at XXX-XXX-XXXX no one has a clue whats going on. The purchased product is not suddenlink, so know one ever knows who to put you intouch with someone to resolve issues. One day we spent most of the day trying to find out what needed to be done to test the system. with issues your left on hold for well over 15 minutes to be placed back on hold again. We can not get a direct number to the company who monitors the system, so we are required to waist time several hours for them to say we will send someone out in a day or so. A security system needs to work and not be placed on hold account know one has a clue how to help you.We just replaced our front and rear door, we were told if we tried to remove the sensor it would automatically call the police. However getting help to replace the sensors on the door seems harder than contacting the president. These issues should not be a major problem when we are paying for the service. A simple number with people to help like with *** or ****** is what we thought we were paying for. Not a company that has not a clue whats going on. We want the money back paid for the system so we can go with a real security system. We are tired of the hassels with suddenlink not knowing whats going on.

Desired Settlement: We feel we have not been provided the system and support that we were promissed by suddenlink. Support with a security system is important.

Business Response: Initial Business Response /* (1000, 5, 2013/11/26) */ I called 11/26/13, 2:50pm, left a message with my information that I was following up on the home security. Initial Consumer Rebuttal /* (3000, 12, 2013/12/19) */ We have been in yet another ongoing battle this week with suddenlink. We have a sustem that is sending false alarms to the alarm company. the police was dispatched tuesday 12/17/13 around 2:55 pm after my wife had lafet the house at 1:00pm. It appears not to be the door sensors but a controll pannel going out. I have escalated my complaints not only to the Better Business Bureau, but also to the TEXAS DEPARTMENT OF PUBLIC SAFETY PRIVATE SECURITY DIVISION. This is not an issue of quality of services but an issue of safety. This morning around 2:30 am the alarm went off after we had gone to bed at 10:00pm I got out of bed with a gun in hand to find it was a false alarm.Again the same issues that have been ongoing with no care from suddenlink to resolve the issue. I am today going to file a complaing with any other agencie such as the Texas State Attorneys office on Breach of contract, and failure to provide a funstional security system. Final Consumer Response /* (3000, 23, 2014/03/13) */ 2/25/14: The issue with the contacts were resolved but I still have problems with the customer service part of the security branch. I still call the 1-800 number where no one has a clue who to talk to about problems. Testing my system usually takes hours when is should take 15 minutes. I have to pay $200 to cancel my services when I am not getting good customer service. I will not consider the complaint resolved until Suddenlink as a company is willing to provide customer service. The cable side and my local office is great but security side is a problem. 2/27/14: Mediator left message for consumer. 3/04/14: Mediator left message for consumer. 3/05/14: The call to the customer service line was faster than the other calls. However, they told me that I would have to pay $125 to fix my key pad cover. I feel that something that breaks in under a year should be under warranty. I am trying to pay for a secure house but I have sever doubts in product quality. I want the pad fixed and some information about warranty. 3/07/14: Mediator left message for consumer. 3/10/14: Mediator left message for consumer. Final Business Response /* (1000, 24, 2014/03/13) */ 2/28/14: Mediator requested information from business. 3/04/14: Had a work order on 2/26 and an SRO scheduled for 2/28. For customer service in Amarillo we loaded a small amount of points for home security trouble calls to alleviate scheduling frustrations. 3/05/14: We will replace keypad free of charge.

3/12/2014 Delivery Issues
3/12/2014 Advertising/Sales Issues
3/12/2014 Delivery Issues
3/11/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This has been going on for about a month if not a little over.My internet suddenly stopped working around then for 2-3 days and I was waiting patiently with them to get it back til they finally sent someone out to check it out. Turns out, whoever has been working on the power lines around town (it wasn't Suddenlink) snapped my line and instead of informing someone about it, they coiled it up and threw it across the road. We helped the worker reattach it and it finally was up and running but since then I keep getting lag spikes and constant drops. The workers who have been coming out here to check on it, I do think they are doing their job correctly or at least trying to. But it's still dropping me and today for the past half hour, I've been dropped from my internet 5+ times. I feel as if the workers they're sending out are doing their job and not sure if it's just a temporary fix or whatever, but the problem is reoccurring and I feel like I'm paying for the (language) internet now. Don't know what exactly they're doing to have this last for over a month but I don't think it's right for me to continue paying my normal price for an internet that is way below what I was supposed to be having. Product_Or_Service: Suddenlink Account_Number: XXXXXXXXXXXXX

Desired Settlement: I just want my original internet back. It was fast speed, never had any issues, never dropped me or anything.I just want to be able to surf the internet without it lagging and the pages taking over 5 minutes to load when it should be taking less than 5 seconds to load.I make some of my money online and this slow and (language)` internet I've been dealt with is harming my sales.

Business Response: Initial Business Response /* (1000, 5, 2013/11/18) */ We have been in contact with Ms. and she is satisfied that we have resolved her issue. We are also giving her a month's credit. Initial Consumer Rebuttal /* (3000, 13, 2013/12/05) */ I had already filed a complaint last month and although they refunded me for that month, the issues is still not resolved. It is not as bad as it was last month but I'm still having random drops.Nothing but excuses.Was supposed to have someone coming out here but all the guy in Pocahontas did was call and say "It's fixed."Never came by to check it out or anything.I do have a scheduled visit on the 5th to see if they can't catch it going down because it used to be going down over 2-3 days around 8:00p-8:30p.Right now they're saying it's a power outage. It may very well be, but they need to know that I have had this SAME issue for almost 2 months now. Even as I type this, the internet crashed for the 5th time in the past half hour.I want it ***FIXED***!None of this started happening til whoever does the tree/side of the road clean-up snapped my line outside and never told me. It's improved but it is NOT fixed still! Final Consumer Response /* (3000, 19, 2014/03/11) */ 2/26/14: Internet is not as bad as before but it still drops. I have an appointment scheduled for today. If it is a modem problem, business will replace, if it is wiring business will charge. If they charge for wiring I will cancel service. Right now I do not care about a refund, want my Internet fixed. 2/27/14: I am still having issues and tech did not come out, like last time. They just called me and said they know what the problem is but t hey cannot send a tech out now. 3/07/14: My Internet is working fine now. I have not had a drop yet and consider matter resolved for now.

3/10/2014 Advertising/Sales Issues
3/7/2014 Advertising/Sales Issues
3/6/2014 Advertising/Sales Issues
3/5/2014 Guarantee/Warranty Issues
3/4/2014 Advertising/Sales Issues
3/3/2014 Billing/Collection Issues
3/3/2014 Advertising/Sales Issues
2/28/2014 Billing/Collection Issues
2/27/2014 Advertising/Sales Issues
2/25/2014 Billing/Collection Issues
2/25/2014 Advertising/Sales Issues
2/25/2014 Advertising/Sales Issues
2/24/2014 Guarantee/Warranty Issues
2/21/2014 Delivery Issues
2/21/2014 Advertising/Sales Issues
2/21/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: July 30, 2013 I had a Suddenlink security system installed in my home. September 18, 2013 my home was broken into. 9/18/13 I contacted Suddenlink and advised that my alarm did not go off during the break in. I was asked if my home was evaluated before the installation, I said no, she stated that this should have been done to make sure I had the right coverage. I asked could someone come out right away and she stated no because that department was closed, so she scheduled a service call on 9/20/13, I then had another motion detector installed. I did not see him test the system. On 9/21/13 I noticed that the sensor on my back door did not sound when I opened it. So I got the manufacturers booklet and ran a service test. The back door sensor and the 2 motion detectors were not working. I contacted Suddenlink and was transferred to several departments before I was told that there was nothing they could do because the department was closed. I was told that I needed to talk to someone local and there was no answer. On 9/22/13 I called again and was transferred several times before being told again that there was nothing they could do so I was given a phone number to call on Monday morning. I called but it was not a working number. I tried again to contact Suddenlink on 9/23/13 I was transferred again to several people no one ever offered to do anything to remedy the problem. I received a call asking the time of the break in but no one called back again. When I called again that afternoon I was left on hold then someone stated that I would receive a call within the next 30 min to 1 hour, but I didnt. On 9/24/13 I went to the local office and told a representative what was happening, she stated that she was emailing the Security Supervisor and that he would contact me the next day but he did not. I called to cancel but was told I had to pay $250 I stated this was not an option since it was not my fault it wasn't working. I called again and a tech was sent out. Product_Or_Service: Suddenlink Security systme

Desired Settlement: I want to be contacted by a member of Management with some type of offer to compensate me for the horrible service that I have received. I have lived in my home for over 20 years and never was it broken into until this system was installed. I do not feel safe in my home because of what has happened and I feel that someone should have come out to check the system way before the time that they did. It was not true that the department was closed when the techs are always on call.

Business Response: Initial Business Response /* (1000, 6, 2013/10/15) */ Suddenlink is still trying to resovle Ms. complaint. When we first starting working with Ms. we found the the account and the security agreement at her address was in her deceased mother's name. We began working with Ms. to get the account name corrected. We are still trying to ensure that we are meeting Ms. needs in providing her with security service in her home. We will be meeting with Ms. later this week to reveiw her secuity needs and make sure that she understands how her system works to protect her home. An updated resolution will be added to these comments after our meeting with Ms. at her home. Initial Consumer Rebuttal /* (3000, 14, 2013/11/06) */ This complaint was never resolved. After stating that I wanted to cancel my service, the Manager stated that she did not want to lose my business, So she scheduled a meeting at my home with herself and two Security Supervisors. They walked through my home, and checked the security system several times. I was then advised that they would have a meeting and contact me the following day with some type plan for my home to be more secured. I did not receive a call. Also, at the meeting the Manager asked if I would like another motion detector at no charge, if I felt that this would help in securing my home, and told her that it may help. I did not receive a call back from anyone. Days later, I was asked by the Manager to provide her with a copy of the statement that I had provided the Police Department after the burglary. I took off work, to obtain a copy of my statement and emailed it to the Manager on October 20, 2013. She responded and stated that she would forward it to her corporate office and get back with me. Since I had not heard anything from her, I called her on November 4, 2013 and she stated that she had been busy and seemed to have forgotten what she was suppose to be working on for me. She stated she would contact her corporate office to see if they had looked over my documents. She called back and stated that she was in the office with her Safety Supervisor. She then asked me what I wanted, and stated that I had previously asked to have my security system contract cancelled. I had in fact asked to have it cancelled and the cancellation fee waived, however she stated she did not want me to cancel and made me wait all this time thinking that they would contact me with some type of better security system. This was not the case. I am now cancelling my entire plan with Suddenlink, which includes the security system, cable, telephone and internet. The Manager has stated that the cancellation fee of $250 will be waived, with no additional credits given for the faulty equipment, even they the system failed a test after the burglary and I was told by a Suddenlink technician that the system was not working at the time of the burglary and I was even told this by the Manager. Additionally, she stated that the person that broke into my home only entered through the back of my home where there was no motion detector. This is not true, even the Police Officer saw that my living room as well as all bedrooms had been entered, so the motion detector was not WORKING at the time of the burglary. I am very disappointed that a Manager would lack customer service skills, not to mention the horrible service that I received from the technician that installed the security system, who went to him home to get a motion detector, and did not even bother to test it after installing it. I am in the process of obtaining new services with another provider and I will be contacting Suddenlink once this has been done to cancel my services. Final Consumer Response /* (3000, 21, 2014/02/21) */ 1/28/14: The business let me out of the contract and waived cancellation fee but I got a bill for not returning all of the equipment, around $226. It was a modem but I still have the receipt and I spoke to a business rep that said they would look into it. Might have taken if off already. I still feel as if there should have been some compensation given for the bad service. 2/18/14: Outstanding balance sounds right and I will pay it. I feel they should have credited me more due to the faulty security and the items that were stolen from my house. Final Business Response /* (1000, 22, 2014/02/21) */ 2/04/14: Once I receive information from the other branches I will call back with more information. 2/12/14: The account is at $0.00 from us but the problem is that the reaming charge for $157.07, originally $232.07 but we refunded equipment fee, was sent to our collection agency. The consumer always had a back balance for services never paid in full and always had an outstanding balance remaining and was ofter in threat of losing services. Plus, late fees often accumulated. We already provided compensation because we credited her back for all November bills because of her security issues.

2/19/2014 Delivery Issues
2/19/2014 Problems with Product/Service
2/18/2014 Billing/Collection Issues
2/18/2014 Advertising/Sales Issues
2/18/2014 Billing/Collection Issues
2/18/2014 Problems with Product/Service
2/18/2014 Problems with Product/Service
2/18/2014 Billing/Collection Issues
2/17/2014 Advertising/Sales Issues
2/13/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: One of their techs came out to install a digilinks digital converter to the tv. I asked him up front if I would still be able to record using my vcr and watch dvds using my dvd player. The tech looked me in the eye and said yes. Now not only will the vcr not record it won't play. The dvd player also won't play anything. All I get is a blue screen. I called Sudden Link to get them to fix what they messed up. I was informed that there was nothing they could do. They did it and they won't fix it. The tech lied to my face. Product_Or_Service: October 16, 2013

Desired Settlement: I would like them to fix what they messed up at no charge to me. They did it. They should fix it.

Business Response: Initial Business Response /* (1000, 6, 2013/10/21) */ Contact Name and Title: ***** ******* - GM Contact Phone: XXX-XXX-XXXX Contact Email: *************@**********.com I contacted the customer and she stated that everything had been corrected for her on 10-20-13, which was yesterday. Our customer who is consumer was not aware that a BBB complaint was filed and that her daughter was the one who sent this in. I did apologize to consumer for the issues that she did have and Mrs. stated that she was fine and that everything had been corrected. Initial Consumer Rebuttal /* (3000, 8, 2013/10/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not true. Nothing has been corrected. No one had come to the house to even check on the problem. As of this date, October 22, 2013 nothing has been done. The vcr, dvd player, and tv still do not work. They only get a blue screen. They still need to fix what they messed up. Final Consumer Response /* (3000, 27, 2014/02/11) */ 2/07/14: Mediator left message for consumer. 2/10/14: Mediator called consumer's phone number. Some one answered phone and then disconnected call. Mediator tried again and same thing occurred. 2/11/14: Mediator called consumer and again someone answered and hung up.

2/13/2014 Delivery Issues
2/12/2014 Advertising/Sales Issues
2/12/2014 Billing/Collection Issues
2/11/2014 Problems with Product/Service
2/11/2014 Billing/Collection Issues
2/10/2014 Billing/Collection Issues
2/6/2014 Problems with Product/Service
2/6/2014 Advertising/Sales Issues
2/5/2014 Billing/Collection Issues
2/5/2014 Billing/Collection Issues
2/3/2014 Billing/Collection Issues
2/3/2014 Advertising/Sales Issues
1/30/2014 Advertising/Sales Issues
1/30/2014 Billing/Collection Issues
1/27/2014 Advertising/Sales Issues
1/23/2014 Advertising/Sales Issues
1/22/2014 Billing/Collection Issues
1/22/2014 Billing/Collection Issues
1/20/2014 Advertising/Sales Issues
1/16/2014 Billing/Collection Issues
1/16/2014 Delivery Issues
1/15/2014 Billing/Collection Issues
1/15/2014 Billing/Collection Issues
1/13/2014 Advertising/Sales Issues
1/10/2014 Advertising/Sales Issues
1/10/2014 Billing/Collection Issues
1/10/2014 Problems with Product/Service
1/10/2014 Advertising/Sales Issues
1/8/2014 Advertising/Sales Issues
1/8/2014 Problems with Product/Service
1/8/2014 Advertising/Sales Issues
1/3/2014 Advertising/Sales Issues
1/2/2014 Billing/Collection Issues
12/30/2013 Advertising/Sales Issues
12/30/2013 Advertising/Sales Issues
12/30/2013 Advertising/Sales Issues
12/30/2013 Advertising/Sales Issues
12/26/2013 Delivery Issues
12/24/2013 Billing/Collection Issues
12/23/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: SuddenLink provides both cable and internet services to our property at *** ** ****** ****** in ************ ** XXXXX. The original account holder ***** *******, ****** XXX-XXXX-XXXXXXXXX) died in August of 2006. His death was reported to SuddenLink in 2006 and in subsequent communications via e-mail and phone. The County Clerk's Office for Red River County verifies deaths over the phone. The company can also verify his death by calling XXX-XXX-XXXX, and the Clerks Office will confirm his death. The contact in the clerk's office is ******.Between XXXX - XXXX, I have been the only contact for SuddenLink. I added my name to the account; I set up a credit card for the monthly recurring bills on the account, and I have added and deleted services during the 7 year period. In September of 2013, the company removed the account from the Seasonal Billing Plan, so I cancelled the account, but the company is still sending a bill and billing the credit card on file. I want the account cancelled and the billing to stop. If a deposit was used to setup the account, the deposit should be returned to my mother (***** *******). Her mailing address is **** ******** **** ****** ******** ** XXXXX. If you have any questions, contact me at XXX-XXX-XXXX.Regards,***** ******* Product_Or_Service: Cable and Internet Account_Number: XXX-XXXX-XXXXXXXXX

Desired Settlement: I want the account cancelled and the billing to stop. The recurring monthly fees should be refunded to the credit card on file. If a deposit was used to setup the account, the deposit should be returned to my mother (***** *******). Her mailing address is **** ******** **** ****** ******** ** XXXXX.

Business Response: Initial Business Response /* (1000, 5, 2013/10/31) */ The customers main complaint was the problem with getting the service disconnected. The reason for this is they were not on the account. The service was actually disconnected on 10/21 the day before receiving this complaint. I am also having a credit applied for the charge that was incurred from the time of requested disconnect to 10/21 when the disconnect was completed. This complaint is resolved. Initial Consumer Rebuttal /* (3000, 12, 2013/11/18) */ SuddenLink sent a new bill in the amount of $700.02. The new bill is due by December 2, 2013. There were no details provided with the bill, but I called the company and a rep, *******, indicated, there was equipment at the property. The equipment at the property was FREE. It was given when the company's signal was only being sent in a digital format. Frequently, the free converter boxes would not work and the service techs claimed, they did not need the boxes returned. This account was supposed to be cancelled and refunds were to be issued. There were no outstanding issues as of October 21, 2013. Please review and update the account.

12/23/2013 Billing/Collection Issues
12/18/2013 Advertising/Sales Issues
12/13/2013 Billing/Collection Issues
12/11/2013 Advertising/Sales Issues
12/11/2013 Billing/Collection Issues
12/11/2013 Advertising/Sales Issues
12/10/2013 Problems with Product/Service
12/10/2013 Advertising/Sales Issues
12/9/2013 Delivery Issues
12/9/2013 Problems with Product/Service
12/6/2013 Billing/Collection Issues
12/3/2013 Advertising/Sales Issues
11/27/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We were quoted a bundle for $105.00 plus tax for HD TV, Internet, and phone ( which we did not want the phone, but they insisted it was in the bundle). After installation, we were charged $130.00 plus tax. After speaking to 11 different people no one would resolve the issue. The internet speed was supposed to be 50 Mbps, but we only received 6-8 Mbps. They even called us a liar saying we did not pay, when in fact, we paid the technician the day of install, but he did not turn our check into the company. We called to cancel our service on October 22 to be turned off on the 25th. Suddenlink scheduled 7 different times to come pick up their equipment, but have not shown up yet to get it. Scheduled dates were 10-25-13, 10-29-13, 11-1-13, 11-8-13, 11-9-13, 11-13-13, and now 11-18-13 which I'm sure they won't show up for that appointment either. When asked about our 30 day money back guarantee, we were told we would receive it 4-6 weeks after hard disconnect. We have given this company several opportunities to make things right, but they continue to drag this unwanted relationship out by sending us monthly bills for service that we do not have nor want. Product_Or_Service: TV, internet, phone Account_Number: XXXXXXXXX

Desired Settlement: We want our $149.02 back and we want them to pick up their equipment immediately.

Business Response: Initial Business Response /* (1000, 5, 2013/11/25) */ Contact Name and Title: ****** ***** Contact Phone: XXX-XXX-XXXX Contact Email: ************@************ We received the Complaint on 11/18th at 9:47 am. We made contact with the customer 11/18th at 3:09 The equipment was picked at 11/18th at 4:26pm & a refund requested and approved . The check went out on 11/21st for the full amount of $149.02 REsolved

11/26/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I transferred my account over to my girlfriend while I went to school in Wyoming.When I transferred it they said they would not take the month of service out of my account, and if they did they said to give them a call and they would fix it. The first guy I called said no problem the money would be back in my account in seventy two hours. That did not happen. The second time I called I talked to a lady who wanted my bank statement proving that the transaction did happen. As soon as I got the information I faxed it to them and they have no information about my account. This company has overdrafted my bank account in the amount of one hundred and sixty seven dollars and fifty cents. i believe them to be at fault for this the first guy lied to me and no one has been very helpful since.This is what i call bad business.

Desired Settlement: i would like my bank account back to an even balance.

Business Response: Initial Business Response /* (1000, 7, 2013/11/20) */ Spoke with current account holder because I needed permission to speak with the person that submitted the bbb case. And I was denied permission from the account holder. She said that the account is in her name and they have taken care of this. (meaning her and the person that submitted the bbb claim) I made sure to ask if there was anything else that suddenlink should do on this issue and she confirmed that there is nothing we should do.

11/25/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Suddenlink charged me $40 extra fee in repair for the problem on cable outside my apartment. The problem is not my fault and outside of my control. I had a lingering internet connection problem for some time. It goes on and off especially in the afternoon. I called suddenlink in early october to fix this. The technician didnot show up at the appointment time. But then the technical showed up in the second attempt and fixed the problem. It is found that the problem is in cable outside my apartment, there were overlapping cables causing disruption. So the problem was fixed and i had no problem ever since. However they sent monthly bill including the the charge of service call. I pay roughly a month #38 and they required me to pay for another $40 for fixing the problem. It was my understanding that i shouldn't pay for their repair service when i am not cause for it. The problem is in cable outside home when i dont have any control. Somehow they wanted me to pay some amount. Because at first they insisted that it is my modem problem but when they got home, the modem is working so they had to diagonalize other things. So either way i feel that they want to charge me in any way they can when i call for the repair. I think that this is bad business deal.

Desired Settlement: I have not paid the repair fee that they asked. But the bill need to be paid at the end of month. SO what i am hoping is they cancel the repair fee ($40) shown on the bill.

Business Response: Initial Business Response /* (1000, 10, 2013/11/18) */ Good morning! A review of Mr. account shows he contacted us in October to report an issue with his internet services. Troubleshooting indicated a possible issue with his cable modem. He declined swapping the modem. He was made aware of our ********* insurance program and/or a possible truck roll fee should the problem be a result of his equipment. He declined the ********* program. Our technician found the customer's modem to be the issue (therefore resulting in the truck roll fee of $40). However, we contacted him this morning and agreed to waive the fee for him. Thank you!!

11/25/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: suddenlink is charging a different price than what I was given it is a different price every month, they are charging me what they want.

Desired Settlement: one set price that I was told not a different price every month.

Business Response: Initial Business Response /* (1000, 5, 2013/11/25) */ We have been unsuccessful in our attempts to contact Mr. concerning his Suddenlink account. The following letter has been mailed to him today explaining the billing on his account: Dear Mr. : I am in receipt of your recent request for assistance with the Better Business Bureau of St. Louis concerning your Suddenlink billing. I have been unsuccessful in my attempts to contact you. A review of the billing on your account since August 2013 reveals the following: 'Your monthly service charge for cable, data, and telephone is $113.58 plus tax, which has been consistently charged. 'The following amounts were charged to your account for Video on Demand purchases that were ordered during the following billing cycles: oAugust 7, 2013: $5.99 oSeptember 7, 2013: $ 5.99 oOctober 7, 2013: $18.98 oNovember 7, 2013: $5.99 'The Video on Demand charges changed your monthly billing amount as the purchases were added to your account. However, your base monthly service package charges have not changed. 'Suddenlink bills one month in advance for services. You're billing cycles on the 30th of each month for the next month of services. Your billing amount is due by the 22nd of each month. Payments received after the due date incurs a $5.00 late payment fee, which will change your monthly billing amount. If you have any questions about your resolution, please feel free to contact me at XXX-XXX-XXXX Sincerely, ******* ****** Administrative Coordinator Cc:******* ******** Director of Government Relations Better Business Bureau of St. Louis

11/22/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Internet service intermittent. Charged me 40.00 to come out to the house. Problem still not fixed. Have had intermittent internet the whole time I used Suddenlink. Several phone calls didn't correct problem. Suddenlink chose to send someone out to check it. They never mentioned anything about any charges. Rep. came out and didn't find anything wrong. I then received a 40.00 charge on my next bill. Contacted Suddenlink and they said the only way to wave the 40.00 charge was to add "insurance" to my account. I advised I didn't want insurance I wanted my internet to work. Internet continued to be a problem. Cancelled Suddenlink and had AT&T internet connected. No problems since. I paid off my account with Suddenlink minus the 40.00 fee. I was contacted today by a collections dept. with Suddenlink about the 41.51 unpaid amount. I explained the situation and was only told I had 72 hours to pay. I was never told before during or after the rep. came out to the house about any charges. Since internet was still a problem when I disconnected the service I don't feel I owe them anything. In fact a credit for all the days it didn't work throughout the contract would be more in order. I feel this is a scam to sell their insurance policy.

Desired Settlement: I want the 40.00 charge removed from my now closed account.

Business Response: Initial Business Response /* (1000, 10, 2013/11/20) */ After further review of the account we have waived or credited the $41.51 on the account, bringing to a zero balance owed.

11/19/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Following Years of loyal patronage, I scheduled multiple appointments for Suddenlink to come pick up their equipment after changing my provider and HOURS on the phone trying to get the equipment picked up in different ways, since I work during the hours their local offices are operating, they said TWICE they would send pre-paid boxes to return equipment in, instead they sent a collections letter for almost $200, ruining my credit and my reputation at my bank. They Never attempted to pick up the equipment which is Still sitting by the front door waiting. Product_Or_Service: Service Account_Number: XXX-XXXX-XXXXXXXXX

Desired Settlement: recall the debt reported to 3 major credit bureaus and come pick up this garbage

Business Response: Initial Business Response /* (1000, 5, 2013/11/11) */ have spoken with Ms. And we sent tech to pick up equipment. The equipment was returned to ********* ****** Customer Care Mgr. She credited the account and e-mailed customer per her request. She is all good to go.

11/13/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Had issues with the company in the past for not providing the correct speed and stability. I finally opened a complaint with you before and finally have months they resolved it. Now the same issues appear after about 6 months of the service being well. Contacted suddenlink about the issue and was blown off. I am supposed to be receiving 20 mbps and I am receiving 2.21 with a 221ms ping nightly. Product_Or_Service: 20 mbps internet server

Desired Settlement: I just want my internet service up to speed and resolved. Last time it took several months and no help until I contacted the BBB.

Business Response: Initial Business Response /* (1000, 7, 2013/11/13) */ Contact Name and Title: ****** ***** Contact Phone: XXX-XXX-XXXX Contact Email: ************@************ Thursday, Oct 24th received *** complaint at 12:29 called & left message at 12:56 Friday, Oct 25th called & left message at 3:46 sent email Wednesday, Oct 30th called & left message at 3:18 Tuesday, Nov 5th emailed received from customer Thursday, Nov 7th emailed customer requesting to contact us at his convenience. Tuesday, Nov 13th to date- we have not heard back from the customer

11/12/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I have recently had some issues with my bank that has resulted in payments being returned. I set up all of my bills to automatically withdrawal from my account. For some reason, which I have not been able to discern, certain withdrawals were returned. This happened to 3 of my providers including Suddenlink. My other 2 providers helped me to come to an acceptable solution. Suddenlink, however, after a payment was returned twice ( I had yet to discover the culprit of why this was happening and mistakenly made a second payment via the faulty method) sent a letter explaining that if a payment was not made that they would be discontinuing our service. The letter was dated 10/8/2013, post marked 10/10/13, and we received it 10/11/2013. Suddenlink turned off our service on 10/10/2013, before we had even received the letter. We were not given a chance to resolve the issue before our service was disconnected and at the time I was not aware that the second payment had been returned as I had received no communication that the payments were being returned. Now we are being charged a return payment fee as well as a re-connect fee despite the fact that they did not give us a chance to resolve the issue before turning off our service. After getting my account back in good standing, I called to settle this complaint and was told the fees would be waived. Its now a month later and the time has come to make another payment, yet the fees have not been waived and to my surprise(it was not communicated), I am not able to make payments online. Again I called and was now told that due to the returned payments for the next 4 months all of my payments would have to be in the form of cash or money order and would have to be mailed or paid in person. At this point I canceled my service. No attempt was made to save my business at all and it is blatantly apparent that my business is not important to them. Unfortunately, I have been forced to continue service with them as there is no other option in my area.

Desired Settlement: I would like a refund for the fees as we were not given an opportunity to correct the issue before our service was disconnected. I would like my account set back in good standing so that I can make online payments again as the issue was not communicated in the first place. Finally, I would like the current new customer offer applied to my account to compensate for the high cost of their internet and for the abuse I suffer as a customer due to the Suddenlink Monopoly in my area.

Business Response: Initial Business Response /* (1000, 6, 2013/11/12) */ Called and left Voice mail on 11/12/13. Sent the following email to the customer on 11/12/13 @ 2:46 pm. We at Suddenlink are sorry for any confusion with your account. After researching I found that the reason the NSF's occurred was we received an incorrect account number on the card or bank. Most likely a mistype but I'm sure you can double check the info. All fees have been waived or credited in this matter.I also was able to repackage and add some campaigns that lowered your bill by $15.65 monthly. Your new estimated monthly bill will be $57.57. Once again, We at Suddenlink apologize for any confusion. You have been a great customer with no history of being late or any other problems with your payment history other than the recent mistake. I have removed the block from paying online but it can take up to 48 hours for that part to free up. Please contact me at X-XXX-XXX-XXXX if you have any questions or if I can assist further in this matter.

11/12/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Had internet and home phone and was offered 123.99 to bundle if I added satellite cable. I dropped my current satellite and switched and did not get service in any of the rooms except the living room, did not get any of the channels I was promised and my bill was more expensive then it was prior to dropping Directv. Originally I was told that one box would provide cable in all the rooms and I would get the Disney channels, which was my main concern. None of that was true. I could not get service in the other rooms or I had to rent boxes, which would increase my bill, also had to add a family package for the channels which increased my bill. I had multiple issues with customer service and was offered other services but nothing was compatible with my equipment. They could not lower my bill and I contacted corporate but had absolutely no luck in resolving my issues. I continued to pay the portion of my bill that related to my internet and home phone but refused to pay the cable portion until it was resolved. The bill continued to stack up for a couple months and they shut my service off. I was told by a manager that they would not credit me for any of the cable service due to the fact that I had quoted several prices when I filed my first complaint. The fact was I had talked to so many different people and offered different packages that their were multiple people taking notes and half the time not taking notes that their notes were completely screwed up. I told them to shut my service off and send me a box for my equipment and I have yet to receive my box (after my third request) and yet my bill continues to increase even with me making payments on the account that I don't feel I am completely responsible for. The corporate office did not assist me in any possible way nor communicated with me and you never get to talk to the same manager, ever!! The worst customer service in a company. Product_Or_Service: Bundle for cable, internet, home phone Account_Number: acct# XXX-XXXX-XXXXX

Desired Settlement: I want the portion of my bill credited back to me. I paid 74.00 a month for home phone and internet and I never received the service I was promised nor at the price I was quoted so I do not feel whatever fees accrued over the 74.00 a month I should have to pay. If that were to happen I would keep my service with internet but if not I want the box I was promised 3 times so that I can return the equipment.

Business Response: Initial Business Response /* (1000, 5, 2013/11/12) */ Ms. has been a former customer since September, not November as she states in her complaing. She has a history multiple occurances where her account has fallen behind due to nonpayment as far back as 2011. She was advised that there would be no more credits given. We have reviewed her interaction with our agents and she did not ask for a supervisor and stated that she didn't need to speak with a supervisor because she had already spoken with our corporate offices. We apologized that we were not able to work with her on her past due amount and she needed to turn in the equipment. We have issued the mailkit to the customer 4 times and they show as delivered. We called her and read the tracking information to her. We double-checked her mailing address and told her we would try one more time to send it out to her. Ms said if that doesn't work then she has a doctor's appointment in town on 12/11 and will drop the local equipment at the local office at that time.

11/12/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: My Suddenlink equipment was dropped off by my roommate in May to the ********* office. They are now saying they never received it and are charging me for it (near $500). The receipt has since been misplaced as we both moved out of that town. We trusted that Suddenlink was keeping appropriate records. The only way I have been able to contact the company is through their world headquarters where I go through an automated response until I get placed with a service representative. They in turn send an email to the ********* office. After many urgent messages from the headquarters staff, there has been no response from ********** I have been trying to resolve this issue for over 4 months and I am left with no other solution. Product_Or_Service: Suddenlink Internet and Cable service

Desired Settlement: I would like them to acknowledge that the equipment was returned and there will no longer be a balance on my account.

Business Response: Initial Business Response /* (1000, 7, 2013/11/05) */ Contact Name and Title: ******** ******** RSM Contact Phone: XXXXXXXXXX Contact Email: *****************@************* Ms was left messages on 10/24 and 10/28 to call the local ******** sales manager but no return call was made. On 11/5 RSM was able to reach Ms . To give the customer benefit of doubt the box was returned off the account and put in missing status. This process will result on Ms receiving a refund for the equipment that she has paid for. (only to avoid bad credit) Mrs was also given RSM direct contact information for future issues or questions.

11/6/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: So I have had to call suddenlink every month since my subscription began. To start out they showed up four and half hours late of there eight hour time slot the gave me. With that he had a broken box that didnt work so they could still not get it set up for me. then they made an appointment for Monday between 8am and 5pm to come back and install a working box. they didn't show up till 9:15 that night. and again tried to install a wrong box this time finally we get the right box installed and I wait till my first bill. I get my first bill and they try to over charge me by like fifty bucks I called them up found out they set me up for two plans and both were the wrong plan and after talking to a supervisors supervisors they straighten it out and give me a credit. then next month comes and again same type of thing happens plus at this time my 15 mgb speed is on getting 5mgb. so while talking to them about the bill they also convince me to upgrade to 30mgb saying it will fix it. well I went from 5mgb to 15 mgb which sucks cause I use to pay for 15 and got 5 not I get 15 when I pay for 30. now this month on 10/21/2013 my internet gets stonewalled for over using my usage allowance which I was never told about nor is it in my contract anywhere that I have one. and I went into the store this time cause I am sick of dealing with them. I talk to ***** ******* and he tells me that that is how it is and he is sorry no one told me about the allowance but that is my bad but oh yeah that I am going to have to pay another ten dollars for every 50 mg over the 250mg limit that randomly got set up on my account. which he informs me that I am almost 200mg over which is another 40 bucks. this is the worst internet company ever Product_Or_Service: 30mg internet Account_Number: XXX-XXXXXXXXXXXXX

Desired Settlement: I want the upgraded service of 100 mg free for a year with no usage. cause this is so screwed up I have yet to even get the 30 mg that i pay for I also expect to actually get that fast of internet.and I want in writing exactly what service I am getting no more of this oh you get internet if you pay but secretly you only get a certain amount of internet and we wont tell you.

Business Response: Initial Business Response /* (1000, 5, 2013/10/23) */ Contact Name and Title: ****** ****** System Mngr Contact Phone: XXX-XXX-XXXX Contact Email: *************@suddenlink.com ****** ****** spoke to customer and acknowledged his complaint. He explained to customer that there is a data allowance on usage and if he goes over what he subscribes to there will be a walled garden notification to notify him he has reached or gone over his allowance. Explained to customer that he can purchase more and suggested if he didnt want to purchase more, he could monitor his monthly usage. Customer said he would monitor it closely. For this experience customer was given one mth of service credit. No further action required. Business Response /* (4000, 14, 2013/11/04) */ There seem to be some miscommunication about his account. He was under the impression he was supposed to be getting close to 30 megs consistently or that he was on a 30 meg service, which he was not. He was on a 15 meg svc with speed boost, which he was receiving contract speeds. It was explained to him in detail that he was receiving what he was paying for and that he would only get speed boost when bandwidth was available, but that this did not increase his data usage of 250gb.So to increase his speeds and increase his data cap usage to prevent him from getting the wall garden AGAIN, he was upsold to the 30 meg service. He did call the supervisor last night just to let him know everything was working fine. He said going forward if had any issues that he would call us directly. Please close out with the following: Miscellaneous- Order/Price Confusion Finding: FB-Customer Solution: UA-Customer Ed Consumer Response /* (3000, 16, 2013/11/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) There was miscommunication yes but the problem is the miscomunication was on there part to me I was also informed by that supervisor that I should of never been advised to get a boost of which I never understanding it was a boost to begin with I didn't even know what a boost was I thought I was getting 30mg but it wasn't till that supervisor came that he told me they signed me up for boost and he informed me that boost does no good in apartments that I should of never gotten it and another lady has also informed me that her company should be treating me better and that I deserve better compisation and she is a supervisor as well. And the speeds are not the entire issue the main issue is the constant messed up bills and the constant miss cominication.

11/5/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I had suddenlink change my service to ******** **. from ****** **. on march 1st. My service was on for about 3 weeks and then shut off by the company. I went into the place of business and paid my bill before it was transffered. They kept sending me a bill each month with more added on it. I called them each time and they said they would check into it. There was no reason for my service to be cut off. Last month when I called to ask them to fix it they told me that the service on ****** **. had never been shut off and that was what they were charging me for. The man came out and picked up the equipment on ****** **. but now they say he didn,t and they are charging me each month for it.I am just tired of the mess. The lady today said I had service here until may but I didn't.

Desired Settlement: Refund. I just want the matter settled. I don't owe them anything but they left me without cable and internet for 6 months but continued charging for it.

Business Response: Initial Business Response /* (1000, 5, 2013/11/04) */ Account on address. was credited $430.03, which is backdated to transfer date. The remaining balance, $155.71, is owed and the equipment has been returned and charges were reversed, amount still owed on this account is $233.67 ********* ***

11/5/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was quoted $70. + cents for first month & hook - up. When (unable to read) came he said it would be an additional $60.00. I wound't pay it so he lowered it to $40. extra. I called Carthage again (tec. said I had talked to Texas which I hadn't). She said I had told her I had correct cable to TV's which I hadn't - I didn't even know it took special ones.

Desired Settlement: Hook me up for the quoted price of $70. + cents and not try to rip off other people like this.

Business Response: Initial Business Response /* (1000, 10, 2013/10/29) */ When the customer came in to order service, she informed the RSA there were already outlets there so she was quoted a price based on that information. When the installer arrived at her home, we discovered there were no existing outlets and informed her of the additional charge. She did not want to pay and became upset. We have spoken to her, and agreed to waive the additional outlet charges as a one time courtesy. Her new installation date is 10/31 between 1-5.

11/5/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: The internet service that I am paying to receive is insufficient. Suddenlink's only response is consistently that there is a disturbance in the area. My internet package that I purchase is for 15 Mbps. When running a speed test, it has consistently resulted in only 1 Mbps coming through my connection. When I reached out to Suddenlink, every day their message is that there is a disturbance in the area that should be fixed in 4 hours...but never is. Since I work from home, it is important that I have sufficient internet service. Their insufficiencies with the service has caused for a loss of revenue for me.

Desired Settlement: I would ask that they ensure my internet speed is consistent with the package that I'm paying for. If they can not meet this requirement, I would ask for a discount in my package if I'm receiving less than a fourth of the promised service.

Business Response: Initial Business Response /* (1000, 7, 2013/11/04) */ I am providing an update on this complaint. A Suddenlink representative contacted Ms. and she is aware that work will be completed on Nov 12, 2013. We will provide an additional update once work is completed.

11/4/2013 Billing/Collection Issues
11/4/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I was charged $350.00 for **** movies that I didn't order in September 2013. They sent a tech out and he said that no movies had been ordered. I paid the monthly bill and they will not credit the $350.00 for **** movies we didn't order. We don't owe any money for **** movies we didn't order. They shut our service off and took the equipment. At this point I don't want their service any longer. I will pay what is left of our monthly bill but not for **** movies we didn't order.

Desired Settlement: At this point I want them to clear the bill. We don't owe anything to them for **** movies we didn't order. This is crazy. They came and took the equipment. I'm not paying for a disconnect or anything else for this company.

Business Response: Initial Business Response /* (1000, 5, 2013/10/25) */ Dear Mr. : I am in receipt of your recent request for assistance from the Better Business Bureau of St. Louis concerning your Suddenlink account. A review of your account reveals the following activity: ' On April 5, 2013, you contacted Suddenlink to advise us that you were charged for adult pay per view movies that you did not order. A representative reviewed your account and noticed several movies were ordered in March 2013. A work order was scheduled for April 6, 2013 for a technician to come out and look at your video boxes. 'On April 6, 2013 a technician completed the work order, verified that the movies were not ordered and replaced your video equipment to prevent the issue from happening again. 'On April 13, 2013, Suddenlink credited your account for all the adult pay per view movies that were charged to your account for $223.73. 'In your complaint, you allege that you were charged for ***** pay per view movies in September 2013. Suddenlink does not show any record of additional ***** movies being ordered or charged to your account since March 2013. Your account reflects the last time you called Suddenlink was on September 27, 2013. You contacted a representative for an extension of time for payment on your account. 'On October 8, 2013, your services were disconnected for non-payment. On October 11, 2013, your account was credited $861.31 for returned equipment and gives you a final service balance of $227.32. 'On October 18, 2013, a Suddenlink representative contacted you to go over your billing concerns that you expressed in your Better Business Bureau complaint. You advised the representative you obtained a new cable provider and considered this matter closed. If you have any further questions about your account, please feel free to contact me at XXX-XXX-XXXX. Sincerely, ******* ****** Administrative Coordinator CC: ******* ******** Director of Government Relations Better Business Bureau of St. Louis, Missouri

11/4/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have used Suddenlink since August. I have their 15 Mbps internet service. Over 75% of the day I am getting speeds less than 2 Mbps. My most recent speed test was at 0.18 Mbps. I have made several complaints and have had the "lead" technician come to my house to look into the issue. He has told me the issue is beyond his responsibilities and that he will refer it to the "engineering" team because it is an infrastructure problem in my area. He estimated the time frame for the fix to be a week. It has been almost a month since we last heard from them. I called technical support today. I explained that I am still having issues and they said they could send out the "lead" technician. I asked them what exactly that would do for me since he has already reported the problem. The representative said he sees the issue was reported to maintenance and the only thing I could do was have issue reported to maintenance enough to make them proactive.

Desired Settlement: I want to receive the service I am paying for or at least speeds that are operable. I am a student and I live with three other students. We rely on the internet for information and to complete assignments. If I am only receiving a fraction of the service, I feel it is only fair that I pay a fraction of the required bill.

Business Response: Initial Business Response /* (1000, 5, 2013/11/04) */ Good afternoon! We made some equipment changes for Mr. area. However, these changes did not resolve the issue. We have more updates planned for the 3rd week of November. We believe all the issues experienced by Mr. and for this area will be resolved with these updates. Our BBT Manager has left a message for Mr. . However, as of this time, he had not received a response yet. Thank you!

10/29/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Service is always billed a month in advance. In May I paid the May part of bill; which left the balance due for June. My statement shows 173.05. I had 6 days of service, television and internet service; I called main office in Aurora, also went to main office in Aurora with no help. So Suddenlink came and got television box on a Monday or Tuesday on the second week of June. I got internet service with another company starting the second week of June and still have no television service. We received a bill for 259.48 for service due for June. Suddenlink was willing to credit me for 40.00 for no internet service for June. That bill of 259.48 was 87.43 more than the bill I was to pay on July 2nd. I was told there was no such paper bill. Product_Or_Service: Suddenlink Cable Service Account_Number: XXX-XXXX-XXXXXXXXX

Desired Settlement: I wanted the bill reduced and only pay for the one week we had service. Was told they couldn't do that. I do not believe that 1 week of television service is worth 211.48

Business Response: Initial Business Response /* (1000, 10, 2013/10/22) */ Upon review of this account, we have found that the charges are valid based on the account history. The customer's video services were disconnected for non-payment of service on July 16th, which means that the customer had access to using services through that date. In 2013 this customer has always been a minimum of 1 month behind in their payments. As a result, at the time of disconnect the balance due was for the prior three months of service. Upon disconnection of services, a pro-rated credit was provided in the amount of $228.81. The customer also subsequently received a credit of $40 due to intermittent Internet service issues the customer experienced in June. Any remaining charges are a result of previous services rendered that were past due at the time of disconnection. Several attempts have been made, and messages left, to reach this customer to further discuss their dispute. The customer has not responded to our follow up contact attempts.

10/28/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Suddenlink based in ********* WV and operating in Ky has refused to credit my bill for internet that I have not received. Their equip is faulty. I have been charged for internet services that I have not received for about 8 months. I called customer service twice and chatted with a service rep online once. Not one of them followed up to resolve my issue. They keep saying that I had not called them to set up a service call and they can not credit my account, if they have not been alerted on my problem. They all read from the same script. I requested a supervisor call me and that did not happen either. I had to call them again and request a manager and she only repeated the same old script that it is my duty to call in, even though I have already contacted them on 4 occasions now. Since moving to ********* ****** they have replaced the equipment on the pole twice. When I was with *********** I had no problems with my internet service. When I moved from one residence to ********* drive, I was using their cable service and I received a bill for their shoddy equipment for about $250.00. The remotes were faulty and we are required to use 2 remotes for each TV. They accused me of not returning equipment that was actually required to be set up at the ********* address. Their customer service reps for the most part are rude and not helpful for resolving my issues. All I want is credit since July, that would be for 4 months. They have terrible management and customer service.

Desired Settlement: I want credit for 4 months of internet that I did not receive. That would be only half of the services that I did not receive. I also want the internet service fixed.

Business Response: Initial Business Response /* (1000, 10, 2013/10/21) */ I spoke with consumer 2:00pm. We discussed service issues and her concerns with no one contacting her back when asked for a supervisor. We agreed to a service credit which I have applied to her account. Since complaint was filed the internet equipment has been replaced at the residence. I consider this complaint resolved.

10/28/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been a customer of Suddenlink for almost two years, it seems that about once every month or two my internet service goes out completely. Not to mention that when I do have internet it runs at about half the speed that I'm paying for. Also we were told that we would get a one month credit to our account and never got that. We a never got a bill that month and assumed it was because it was credited, then they shut off our service for not paying. I've talked to them about all the issues about every month and nothing gets resolved. My opinion is that this is just a terrible company to get service from. You're locked into a contract so they treat you as a burden not as a paying customer. I'll never recommend their service to anyone else who moves into the area. Product_Or_Service: 15mbps internet

Desired Settlement: Refund I'd like them to come out here to the house and fix the connection issues, I'd like to get what I'm paying for which is 15mbps. As i sit right now, I'm getting 8mbps. I'd like that fixed ASAP.

Business Response: Initial Business Response /* (1000, 5, 2013/10/17) */ During a trouble call on 10/16/13 the customer's drop was replaced from pedestal to fence in alley with RG11U cable, giving the home more signal. Today our customer said that his service has been working fine. A credit has been applied to the account. Customer was given several local phone numbers to call if he should have anymore issues.

10/25/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: 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 didnt 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 I received a collection letter from a collection agency. It said Your cable provider has made several attempts to contact you That is a lie. 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.Suddenlink debited my account $65.52 on August 5th & $65.52 on September 4th. I own my equipment, so I don't owe them anything. Instead, they are billing me & threatening to damage my credit. I was on automatic payments with them from December 2007 - August 2013. I'm appalled at the incompetence & malice shown by the company to a good customer. Product_Or_Service: Internet service

Desired Settlement: I want them to agree not to post this to my credit report. Obviously I want the bill rescinded. Ideally, I would like an apology, but I don't expect that.

Business Response: Initial Business Response /* (1000, 6, 2013/10/24) */ After receiving a letter from the customer yesterday, I've sent him an apology letter, explaining he was charged for a modem in error, and that I would contact or collection department to please make ******** aware it so his credit is not hurt. After getting this BBB complaint today, I've called the customer and left him a voice mail apologizing again, assuring him it's been taken care of and that he should be getting my letter in a few days. If I get a reply, I'll will update. Thanks, ******

10/24/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: For seven months we have had them. They keep billing us for 30 days worth of service before we get the service. I have a late charge that they keep putting on the bill when they tell me they took it off.

Desired Settlement: I don't want them to overcharge anymore. I'm sending in the documentation to show it. I want them to take off the late charge like they said.

Business Response: Initial Business Response /* (1000, 5, 2013/10/23) */ We contacted the customer and expained that we bill in advance of our services as does any subscription service. As a sign of good faith and a one time courtesy, we waived her late fee's all the way back to March, approximately $30.00, zero'd out her balance due of $18.00 and gave her a good will credit of $25. We also were able to add a campaign to get her bill to the amount she felt was reasonable, $80. We understand that after all of this, she is still not happy because she disagrees with our month in advance billing cycle, which we are not able to change.

10/23/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: We recently changed our service from Suddenlink to **** *** We decided to keep our internet service with Suddenlink. We were told by a Suddenlink representative to take our HD cable box to a Suddenlink location near us. We took the HD cable box to the Suddenlink location on **** *** in ****** When we received our bill for the internet service it had an additional $311.11 on it for a cable box. I went back to the Suddenlink location on **** *** with the receipt I was given by them when the box was turned in. They told me they would correct the problem. I received a bill the next month for the cable box. I went back to the location on **** *** and the rep. at that location told me I was being charged for the cable box. I showed her, again, the receipt I received from her when the cable box was turned in. She told me that she would see why I was being charged and give me a call within 72 hours. I never received a call, so I called back to the location on **** *** to see if she had corrected the problem. The rep. on the phone told me I was being charged for an older box that I had. I told the rep. I only had one box at this house. She told me it was the cable box I had before I upgraded to HD Cable with Suddenlink over 2 yrs. ago. I told her the tech. that came out to install the new HD cable box over 2 yrs. ago took the old box when he left.She told me they couldn`t account for it, although they had never 1 time contacted me about the old box during the 2+ yrs. since upgrading to HD service.I then called the phone number on my cable bill and talked to a lady. She told me this would be easily resolved and for me not to worry about it. She said she would call me back within 24hrs. I never heard from her again. Then on the 3rd of Oct. my internet service was cut off.When I called they said it was because I had not paid for that cable box they couldn't account for. I believe it is very unfair that they can`t keep up with the equipment that is removed by their field techs. then try to charge the customer Product_Or_Service: cable box Order_Number: N/A Account_Number: XXX-XXXX-XXXXXXXXX

Desired Settlement: Remove the charge for the cable box their field tech. removed from my residence over 2 yrs. ago. It is unfair and borderline criminal activity to try and take money from a customer when the customer stops using the cable service provided. Especially when the cable box in question was never an issue for over 2 yrs.

Business Response: Initial Business Response /* (1000, 10, 2013/10/16) */ Removed equipment from customer's account and credited acct.

10/23/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I have had an agreement with Suddenlink since 2011 to have WPA encryption access on our Suddenlink modem. Last night at approximately 1:15am the WPA encryption was removed from my modem. I called and reported the issue. They proceeded to explain to me that I never should have had access to the WPA encryption and he refused to restore it. I explained at great length that he devices in my house do not support WEP and therefore will not function unless he restored the WPA. I asked him to look at the notes on my account and he acknowledged that he saw the technicians notes explaining that I was granted access to the WPA setting and continued to state that Suddenlink does not support WPA. I said that's fine we can work it out tomorrow during the day and to please turn my modem back on so I can connect to work, and he said he would not do that. Calling back again this morning I was met with the same resistance where supervisors are reading the notes on my account and then deciding I should never have had access to this menu item so they won't reinstate it.Who at Suddenlink has empowered these supervisors to remove a long standing customer agreement and then refuse to reinstate it? I'm floored. I was in the middle of trying to deliver a project and cannot connect to work now. This guy had the ability to let me reconnect and stood his ground based on a generic company policy that does not apply to my agreement with Suddenlink. WEP is an extremely unsecure encryption method and it is not supported by most modern devices. I attempted to purchase my own modem when we first set this up and it would not function with Suddenlink's service. I was forced to use a Suddenlink modem and Suddenlink agreed to allow me to use WPA in order to keep my account.

Desired Settlement: Please reinstate my menu option that allows me to chose WPA as originally agreed so I can continue to use my service. An alternate acceptable solution would be for Suddenlink to provide all the necessary equipment , at their cost, to allow a dual router configuration to effectively provide WPA wireless solution at their cost based on our original. Additionally, I do not pay for any downtime experienced for this interruption of service since the WPA was cutoff on 10/18/2013.

Business Response: Initial Business Response /* (1000, 5, 2013/10/22) */ The director over our technical support department has been in contact with the customer and has this resolved at this time. contact information has been provided for the director if any other issues arise.

10/23/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: In June of this year I was charged a transfer balance of $363.95. I had no idea what that was from as it did not show up in my previous bills. I call Suddenlink to try and figure out the and the women that helped me told me that it was a computer error and said that she would fix it. A couple of weeks later I check my bill and again the charge was still on there. I again called and asked why the charge was on my bill. This time I was told that they had to get a manager to look at it and would give me a call back. I did not receive a call and waited for a week until contacting suddenlink again this time via email. I told them the situation and was wanting answers as to why this charge was on my account. They told me that I would have to contact them to get an answer. I asked to take to a manager and was then contacted via email by the manager. I explained that if my issue was not resolved then I would report them to the BBB. The manager told me that the issue would be resolved in the next 72 hours. I looked on my account after that time and I did not have a balance. I assumed that suddenlink also took care of whatever bill I had at the time as to make up for their mistake. I got a bill in the mail a couple of weeks ago saying that I now owed suddenlink almost $900. I again emailed them and asked to be contacted, but again no response. I will pay what I am suppose to be bill every month, but refuse to pay the extra charges.

Desired Settlement: I would just like for the issue with the extra charges be dropped. Nothing more.

Business Response: Initial Business Response /* (1000, 5, 2013/10/18) */ Good afternoon! I spoke with Mr. today and we discussed the balance on his account. We worked out arrangements to resolve the issue. Thank you!

10/23/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: After having trouble with the internet I call for help. They send out a service Tech. He looks things over and changes the lightning arrestor and puts in a new splitter, then tells me I need a new modem. I tell him to pick one out of the few I have laid out for him. He does not like what he sees and goes out to his truck and comes back with a new one. I tell him I am not interested in buying one from Suddenlink or renting one. He then replies "that it will not cost me anything" I get a bill in the mail a few day later and there is a extra charge. I call and can not get a straight answer from the person on the phone. I get another bill the next month and on it there is a charge for $10 for modem rental. I call and get no where. I look in the phone book and see the only office in our area is in ********** I drive 30 miles one way to see the person there just to have her tell me they do not service my area. I was given a number to call a man named ***** I call and he has no clue but promises me he will call me back with a answer. He does not. I call him the next day and he tells me he can not access my data and that he will get someone to call me. I call him back about 3 days later and he thinks it's funny. So I call the 800 number again and get no where. I then find out from a friend that there is a office in ********** at the mall. I go there and get a complete moron that looks on the computer screen for 30 or more minutes to say she can not figure out what is going on. So she gets someone else involve with her and then I am told that the only thing they can do is upgrade my connection speed from 3mp/s to 30 and that it would be a charge of $80 per month. Now you tell me what does that have to do with the charges for a modem I was told was not going to cost me anything? I figure if your seen having a conversation with a idiot others will think your a idiot also so I leave. Now I am stuck with a modem I do not want or need and being charged for it. I first off don't like being lied to by anyone.

Desired Settlement: I would like to have the service that is required to keep my internet connection. I would like to have the lightning arrestor grounded as it should be. I want credit for all the driving around for nothing and the charges for a modem I did not want in the first place. And a good explanation of why I am given the run around. I can see from looking at the other complaints that this is common practice for Suddenlink. I do understand the theory if you run them around long enough they will give up.

Business Response: Initial Business Response /* (1000, 7, 2013/10/16) */ Contact Name and Title: **** ******** RSM Contact Phone: XXX-XXX-XXXX Contact Email: *************@*********** We have made contact with this customer and all issues have been resolved to his satisfaction.

10/22/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I was able to complete an online order for the ***** cable package for an advertised $21 a month and I received my order confirmation with the price still as $21 a month ($36 a month after the mandatory HDR device rental). I received the Installation confirmation email a day later and it was now showing 135.25 a month. The 135.25 was including my existing $65 a month internet service. I contacted their customer service via the online chat and eventually got a supervisor on the issue. He advised that the $21 a month was for the ***** updgrade to the ***** package. The online description of the SL300 package was 300+ channels and didn't mention it needed the ***** package. He advised that is is a known issue that a customer can order the ***** package without the ***** package and that the language of the advertising was not sufficient. I tried to reach an agreement with the supervisor on either providing a discount or honoring the $21 a month for a year price and his only offer was to bundle my existing service with a new cable service, which is something that is offered to all customers and is not a discount in a sense of recouping me for this mistake. I have the chat log with the supervisor, the order confirmation screenshot and the installation notice email if any are needed as evidence. Thanks.

Desired Settlement: I would like Suddenlink to honor the advertised price for the cable package including the SL300 or to provide a discount on the SL200 package besides "bundling". I did receive a flier in my mail for Suddenlink TV and High Speed Internet 15.0 for $50 a month. I currently have High Speed Internet 30.0 for $65 a month but would downgrade to 15.0 if I could get the "new residence" price of $50 for the bundled ***** and 15.0 Internet.

Business Response: Initial Business Response /* (1000, 5, 2013/10/14) */ Due to the fact that the package that Mr. is requesting runs $73 a month pre tax: bundling price with the internet services he already has, and he understood it to be $21 we are willing to go half on the $52 difference and make the pricing for this package the $21 plus $26 for a total of $47 pretax. We would grant this price for Mr. for 12 months.

10/22/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I had service with Suddenlink in ******** for more than 3 years. I have never been late in any payment. Before moving from the ******** I cancelled all my services and went to one of their offices in **** st to return all the equipment and make sure there is no any balance left in my account and lady told me my balance is zero and I don't need to be worry. But after 2 months I received a bill from collection agency regarding $92 unpaid balance. I called suddenlink last night and one off their rep told me my balance shown zero and he got my new phone# and suppose his manager call me back but nobody called me, I called them again 10/8/13 3 pm to find out what happen and other rep told me I have outstanding balance and when I told her I never received any bill she didn't care. Anyway I paid my remaining balance right away by credit card I just want to suddenlink call the collection agency and remove this negative information from my credit history.

Desired Settlement: I just want to suddenlink call the collection agency and remove this negative information from my credit history because of their mistake, I need them to send me a statement with a zero balance.

Business Response: Initial Business Response /* (1000, 5, 2013/10/21) */ Since the customer paid within 30 days of being turned over to the agency�we can ask the collection agency to recall it. We have a current address in ****** for this customer so the agency can send the letter to. ******** is the Credit reporting agency and we turned it over to them so they could provide a letter.

10/18/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Bait & Switch tactics got me to sign on w/ SL; install and f/u was a circus; bad communications, misrepresentation, overcharging, & threats continue. SL sent offer in mail, but when I called it wasn't available. Talked me into a plan with TV200/Tivo, upgraded internet and unlimited phone for $100/mo. - as salesman said $30/$30/$30 + box + taxes/fees (plus install $49 to the tech). I had him explain charges several times. I've never been charged the correct amount - every month is a different amount always over what agreed to. I was not charged by tech because service was not installed correctly due to SL problems - he left my *** service on. I was told someone would call me that day or next. No one did, and when I called they did not know of the problem. SL had contacted *** to shut off services so in the next days I was left without services at all I did not have a cell phone at that time so had to get one and service for 84 y.o. mother and 9 y.o. grandchild that both live w/me. SL charged me for days of no service and days of *** service use. Finally got another SL tech out who fixed some things but phone messed up still and she could not fix. I kept calling; said I would NOT pay for install after all SL's bad treatment and this was acknowledged by supervisors. But I was charged TWICE for it. SL frustrated me so bad - records of my calls and complaints were not kept accurately. Every time I called I had to start all over describing problems. I would set up appts and SL would cancel or change them WITHOUT TELLING ME. I lost a week of work trying to get everything sorted out. I would not find out about the changed or cancelled appts until I would call about no-shows after taking off work to meet the techs. Every time I would have to re-explain everything, answer non-applicable questions, and get empty worthless apologies - there are no consequences to SL for mistreating people, and no incentive to make things right. It took weeks just to sort out the installation problems. And billing problems CONTINUE! Finally a knowledgeable tech came that completed install and fixed phone probs. However, *** continued to charge me for all 3 bundled services through Sept because SL kept them on due to problems with initial install without my knowledge. Also, SL charged me continually since initial install attempt even tho not completed. Also, SL kept charging me for a wireless modem even tho I use my own. I've complained by phone, email, chat - still things aren't resolved. There were some credits made, but some things were charged to me again, and I cannot tell what was credited for what. I asked for an itemized listing and did not receive that. I got tired of having to deal with people on the phone and bad record keeping at SL and requested all correspondence in writing - was told SL can't resolve issues by email and finally figured out SL wants no accurate written record of conversations/issues. It appears they know you'll get tired of having to deal with them and will just pay what they want. I won't. SL has no problems letting me know in writing they want more money from me. Recently a SL rep on chat seemed that he could resolve problems. He promised to address my concerns and send copy of the chat as I requested and to get back in touch with me. I did not hear from him and no copy of chat. Finally I spent couple hours week later on phone trying to contact him & having a phone rep send him an email to contact me. Finally he sent the chat record and said he did not contact me because he could not help me further. He should have told me this without me having to search him down. I was infuriated again. I don't use the TIVO - tried 2x and it doesn't work right. Never wanted in the first place - just got as part of the package price. I've tried re-ordering SL services online to start fresh, even settling for less than first promised, but that doesn't work either. I put off submitting a complaint because its so painful to think about.

Desired Settlement: Bait & Switch tactics got me to sign on w/ SL; install and *** was a circus; bad communications, misrepresentation, overcharging, & threats continue. SL needs to STOP threatening to cut off services just to make me pay whatever they want to charge, apologize to me for all the **** they've put me through, credit all overcharges to my bill, provide satisfactory services for a reasonable price as initially quoted (and not turn around and raise the prices on me AND not send me offers then say they aren't available), communicate with me in writing by email so they can remember what they say and promise, and don't ever give me any more _____, as they've given me enough to last a lifetime.

Business Response: Initial Business Response /* (1000, 5, 2013/10/16) */ Subscriber was called on 10/15/13 and left vmail. She called back on 10/16/13. Advised customer that the rate she had been quoted originally was incorrect but we have readjusted and repackaged her services. We have the price down to $90.25 monthly and credited her account $100 for customer goodwill. She said she considers this matter taken care of and is satisfied

10/17/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We are supposed to have On demand, and PPV, they have been located here in grove for like 7 years. They have come to the house at least 5 times, and can never fix any issue, Channel 13 blinks out all the time. we are told, "that is the way the channel comes. sorry". Pa Per View lets us click to order, but the order or movie never comes on. Ever. As for on demand, their commercials all state suddenlink has Tivo services and true on Demand. We are told here now for 3 years, "there is no on Demand here"Ya know the absolute slap to the face with this company is that real cable companies actually have the services suddenlink claims to offer, and yet those other companies charge less that what we pay here. Product_Or_Service: Cable TV w/ an HD Reciever that has On Deman and P

Desired Settlement: Stop false advertisement of service they can not offer for one.Update this community to have comparable services as other cities, or leave.Stop charging more for inferior services.And I would also like to know if this town can qualify for an FCC Suit against them for all this.

Business Response: Initial Business Response /* (1000, 5, 2013/10/10) */ Contact Name and Title: **** ****** General Manag Contact Phone: XXX-XXX-XXXX Contact Email: ***********@************** I have reached out to our customer by phone and the phone number giving has been disconnected. I also tried to email the customer at the above email and it is not a good email address. I am going to be in ***** OK next Friday and I will make a visit to the customer's home and talk with them.

10/17/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I dropped my cable from Suddenlink becuase service was so bad, and took my boxes back to the ********* Ky store, the lady there told me my bill balance was $84...I was gonna pay and she said not to until Suddenlink.net credited me for the 2 boxes I returned, When I called Suddenlinknet to inquire about my new balance, the guy rep put me on hold then returned and gave me an ernormous new balance, I asked why and he sid that is all the late charges that we just applied to your account. I said sorry but if you was gonna add them they should have been before I disconnected my Cable service, and he rudely said have a good day...The only amount that I should owe is my monthly internet bill which is appx $35.. maybe little less or little more. Suddenlink may still be charging me for Cable, although I have been disconnected for 7 weeks as of now..My Cable and all my neighbors would be off for a few days at a time, but Suddenlink offered no credit to me. I called and told them and they said, ''I SHOW YOU HAVE CABLE'' but no one around me would have it either, alot of excuses was made to cover their service mistakes. I do owe the month of Sept's internet bill and that will be paid at the ********* office this Thursday around 3pm. If Suddenlink.net can agree to this as it was their mistakes, I will continue with their company.

Desired Settlement: LATE CHARGES DROPPEDBasic Internet Bill charges only.Credit for the 2 boxes I took back to the Pikeville office

Business Response: Initial Business Response /* (1000, 5, 2013/10/16) */ Below is the letter that has been mailed to Mr. today in response to his BBB complaint: Unable to attach files. VIA US MAIL October 16, 2013 Dear Mr. : I am in receipt of your recent request for assistance from the Better Business Bureau of St. Louis concerning your Suddenlink account. A review of your account reveals the following billing on your account since June 2013. A payment summary since June 2013 and is attached for your convenience. 'On July 26, 2013, a work order was completed to disconnect your cable services. However, you decided to keep Suddenlink internet services and Suddenlink Safeguard. This makes your new monthly billing to be $40.29 per month. 'Suddenlink bills customers for services one month in advance. You're billing cycles on the 18th of each month for the next month of services. Any changes made in service or payments received after your cycle date will be shown on the next billing statement, this includes installations and disconnections. 'As you can see on your payment summary, the July 30, 2013 billing reflects your monthly charges as a credit, due to the disconnection on July 26, 2013. 'On August 2, 2013, equipment charges were applied to your account in the amount of $80.00 for unreturned equipment. Those charges were removed on August 18, 2013 when the equipment was returned on August 17, 2013. As you can see on your August statement, your monthly charges were for your Internet and Safeguard service including a $5.00 late fee. There was not a payment received for your account in August 2013. 'On September 4, 2013, a payment of $22.00 was applied to your account. As you can see, the payment was not enough to cover a month of services. Your monthly charges include a $5.00 late fee. 'As a one-time courtesy, Suddenlink has given you a credit for the two late fees that were applied to your account for $10.00. This leaves your account a balance of $142.65. If you have any further questions about your account, please feel free to contact me at XXX-XXX-XXXX. Sincerely, ******* ****** Administrative Coordinator CC:

10/17/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: For the past 2 months, I have had nothing but issues with Suddenlink...I had my cable disconnected but kept my Internet service. I returned my boxes to the local office and they told me to wait until they was credited to my acocunt to geta new balance. I did and since then Suddenlink has disconnected my Internet several times. Says for non payment but this past Friday I called customer service because I stopped and left a payment at the ********* office. The lady at customer service was extremely rude with me. Says no way will she turn my internet back on. When I called they told me my balance was $97..heres what my bill saysBalance $ 129.36Payments $22Charges $39.99 this is for my internetAdjustments % 5.00Total balance due $ 152.65Past due $107.36Charges due by 10/10/13 $45.29The problem is Suddenlink. does not know what I have paid, they have no clue, The lady said you have paid $10 and thats all, I said I paid $40 at the local office and she acted as if I was lying becasue it had not been credited to my acocount, so therefore was $ 50 that had already been paid, These late charges did not come out of the closet until I had their cable disconnected due to VERY POOR SERVICE...There was days that my whole community would be out of service and Suddenlink never offered to credit us for that...I talked to a lady in chat and she told me that I need to talk with a supervisor but I wasnt allowed when I talked to the rep....I am trying to get this caught up, if that is the amount I do owe, but who knows, they leave me emails saying they have tried to contact me via phone but without success. I work and cannot answer a home phone here at work. They just cant understand things like that. This company is very poor in cable service and the Customer Service dept is just as BAD,

Desired Settlement: I want my internet turned back on and not be interrupted until this gets resolved. as I am trying to get it taken care of, But who really knows what My real balance should be, When talking to customer service all I get is some very bad rude attitudes.

Business Response: Initial Business Response /* (1000, 5, 2013/10/16) */ October 16, 2013 Dear Mr. : I am in receipt of your recent request for assistance from the Better Business Bureau of St. Louis concerning your Suddenlink account. A review of your account reveals the following billing on your account since June 2013. A payment summary since June 2013 and is attached for your convenience. 'On July 26, 2013, a work order was completed to disconnect your cable services. However, you decided to keep Suddenlink internet services and Suddenlink Safeguard. This makes your new monthly billing to be $40.29 per month. 'Suddenlink bills customers for services one month in advance. You're billing cycles on the 18th of each month for the next month of services. Any changes made in service or payments received after your cycle date will be shown on the next billing statement, this includes installations and disconnections. 'As you can see on your payment summary, the July 30, 2013 billing reflects your monthly charges as a credit, due to the disconnection on July 26, 2013. 'On August 2, 2013, equipment charges were applied to your account in the amount of $80.00 for unreturned equipment. Those charges were removed on August 18, 2013 when the equipment was returned on August 17, 2013. As you can see on your August statement, your monthly charges were for your Internet and Safeguard service including a $5.00 late fee. There was not a payment received for your account in August 2013. 'On September 4, 2013, a payment of $22.00 was applied to your account. As you can see, the payment was not enough to cover a month of services. Your monthly charges include a $5.00 late fee. 'As a one-time courtesy, Suddenlink has given you a credit for the two late fees that were applied to your account for $10.00. This leaves your account a balance of $142.65. If you have any further questions about your account, please feel free to contact me at XXX-XXX-XXXX. Sincerely, ******* ****** Administrative Coordinator CC: ******* ******** Director of Government Relations Better Business Bureau of St. Louis, Missouri

10/16/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Around August 20,2013 I called Suddinlink because I was having trouble with my cable, the customer service man, "*****" explained to me if I signed up for the $5 service agreement I would be upgraded from 15mps to 30mps and get a new router and modum for free. I received by bill this month and have been charged a rental of $12 on my router and $10 on my upgrade internet speed.I spoke to another customer service person last night.."*****" and said that "*****" no longer works for the company, and there is nothing the can do but hook up my old equipment. Well I got rid of my old equipment because I received new equipment.I think that Suddenlink should honor what their employee had offered me, even though he is no longer employed there.

Desired Settlement: To have Suddenlink honor the contract that I agreed on.

Business Response: Initial Business Response /* (1000, 5, 2013/10/08) */ When the customer called, she was receiving a bill that stated $60 for 15MBS, we repackaged her services, now she has a bill that states $35 for 15Mbps, extra $10 for Speed Boost to 30Mbps, and a WiFi Rental Fee of $12. We also added ********* for her (with her permission), which in total, improved the bill 1 or 2 dollars as stated on the call. We contacted the customer and went back over her statement with her and her husband.

10/16/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: install date for service was Tuesday October 8th 2013 from 4 to 6 pm. no doorbell was rang or a phone call to me. the technician left and I called and sudden link rescheduled for Friday October 11 2013 for 12 to 2 pm. again. door was open and we where in the yard but still no doorbell no phone call and to add insult to injury we sat on the front porch looking at our driveway from 1:15pm until 2pm. when I called they said the technician was at our home again at 1:40 pm. which is impossible as we where sitting in front of our house during this time. I took off of work to make sure both my wife and I where home for this install.

Desired Settlement: I would like a discount on the installation. I want them to come and do the job.

Business Response: Initial Business Response /* (1000, 5, 2013/10/15) */ We regret the delays with installing service for our customer. On October 8, our contractor went to the home, but learned that necessary back office work had not been completed, so he could not connect the telephone service. On October 11, our technician arrived at the home at 12:56 pm. He put a house description on the work order: "brick home, front door open, screen door locked, no answer at the door." He noted that he walked around toward the back of the house but did not see anyone. The job was reassigned to another technician, who arrived the same day at 2:51 pm and completed the installation at 6:13 pm. On October 13, the customer called and wanted to upgrade the internet speed to 50M. Their modem would not support a speed that high, so we scheduled an appointment for October 14 from 4-6 pm to replace the modem. The technician called the customer earlier in the day, then arrived as scheduled and successfully swapped out the modem, installed two digital TV receivers, programmed the remote controls and confirmed all other services were working properly. There were no installation charges (just first month of service and deposit) and a $20 credit has been applied to the account.

10/16/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I am having trouble with the billing dept., getting them to put the correct billing address on the bill so I pay it in a timely manner. The problem with SuddenLink @ ******* ******* started in August. I called August 5, 2013 to set up new service at the house I had rented for my son while going to school. The appointment was for Friday, August 23, 2013 sometime between 1 and 4 pm. At the time I requested the new service, I talked to customer service who set everything up, confirming service address, billing address, ect..., that day. While moving in on August 23, the Suddenlink tech called my home in ************ to confirm someone was at the ******* ******* address. I called my son in ******* ******** gave him the number that the tech left on the answering machine. He called repeatedly that afternoon but to no avail. Service was not hooked up and I was told to schedule another appointment. An appointment was made for Monday, Aug 26th. Again the tech called my home in ************ to confirm someone was home. I again gave him my son's cell phone number to call. No service was hooked up. Finally on Tuesday, Aug 27th after a lengthy conversation with Suddenlink, I was able to get the service hooked up. The first months bill was sent to the service address in ******* ******** It arrived on September 17, 2013 with a due date of September 20, 2013. I called Suddenlink to see why I had not received the bill at my address in ************* Anyone I talked to at the call center couldn't tell me why, but I should just go on the internet to their website and pay the bill online. I can't do that without an account number for that address, since I have Suddenlink at my home here in ************* I explained that to the Supervisor I spoke with and her suggestion was to just give her my banking information and let Suddenlink draft my account to I wouldn't be charged a late fee. I was unwilling to do that, since Suddenlink couldn't even get the billing address corrected in their own system. But the Supervisor assured me that the problem was corrected and the next statement would come to me in ************* I asked for a copy of the bill, and was told she would email one to me to I could get it paid. The email didn't come, so I had my son fax me a copy of the bill and I paid it on time. This months bill just arrived in ******* ******* again. It shows a past due balance, late fee and current charges. I checked with my bank and the check cleared on the due date. I called Suddenlink again today, October 1, 2013 to find ou why the bill went to the service address again. I repeatedly asked for a supervisor or manager that had the authority or ability to make changes in the computer to my account. I was told that the person at the call center last month, made the change but didn't save it. Suddenlink can not or will not send me a corrected bill to my address in Breckenridge. I was told that it was not possible to get a corrected statement. Also the due date was changed from the 20th of the month to the 4th of the month. So again, I have no bill, no bottom portion to return to ensure proper credit to this account, and another late fee coming up again. This bill only gives me 3 days to pay or resolve this matter. I need some help in dealing with a company that can not or will not correct billing problems.

Desired Settlement: What I need from Suddenlink is to have the statement come to me at my address in ************ in a timely manner and my due date returned to the 20th of the month. I was told that the bill was based on when service was connected, i.e. 30 days from connection date.

Business Response: Initial Business Response /* (1000, 6, 2013/10/09) */ I reviewed the account with the customer and explained her due date is the 5th of each month a new bill would be sent out on October 17th showing correct amount and new billing amount, and bill was forwarded to the correct address as she requested. I apologized for the inconvenience. Also advised her the proof of the forwarding address is that she received the information consumer sent to her on 10/1/13 at the address she requested. All issues were addressed and fixed by consumer, who took the call on 10/1/13. I assured the customer that all was taken care of by consumer and that if she has any other issues to call and ask for me. The customer was satisfied with the resolution.

10/15/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My services were out 2 times this month and sudden link does not compensation my services were out in Sept two times with the time frame each being from 12am to 6am and yet they do not offer compensation and I work from home so I have to get out and go into the office and drive an hour away from my home and they only offer me 4.86 for the services this is unacceptable I spoke with ***** supervisor ****** the floor coach and they were unwilling to compensate me 50.00 for having to drive to the office which if my services were working I would not have to leave my house and use my gas this was also dangerous for me to have leave at night time but I am a supervisor at my job and this is unacceptable the services are horrible and they do not warn you when they are doing a schedule maintenance *** Manager ******* Floor coach

Desired Settlement: I am seeking 50.00 in a refund that I believe that is to do me because of services that were out and for me having to drive 1 hour away back and forth to worth 2 times in Sept.

Business Response: Initial Business Response /* (1000, 5, 2013/10/07) */ We have credited the customers account with $50. We explained our normal maintanence window is between midnight and 5am. We will provide the cusotmer with our commercial options, if the residential maintenance window will not work for her.

10/10/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On September 25,2013 I contacted suddenlink concerning questions about my monthly bill. I had been overcharged approximately $46.00. this was resolved, but during that conversation I asked for a breakdown of my monthly charges and it was discovered that I had been overcharged $4.99 per month since March 2011 trough Sept 2013 for a tv cable receiver that I do not have. Suddenlink agreed to credit my account $4.99 for 6 months of these over charges but would not agree to credit for the remaining 24 months that I was overcharged for also. I tried to resolve this on two occasions with two different supervisors and was not given the credit due. I feel this is unfair practice. I feel that Suddenlink should credit the balance of $119.76 to my account which they acknowledge they overbilled me for.

Desired Settlement: I want my account credited $119.76 for overcharges.

Business Response: Initial Business Response /* (1000, 5, 2013/10/03) */ A Suddenlink representative contacted Ms. today advising that a credit in the amount of $119.76 was applied to her account for the time she was charged for an extra digital box. Ms. was satisfied with her resolution and we believe this matter to be resolved. Sincerely, ******* ****** Administrative Coordinator

10/10/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: We moved to ********* in July. We got our electric and cable set-up through a third party vendor that Suddenlink authorized for starting services in the area. The vendor is ********** When we set-up the services, it was a special promo package that was family channels, all movie channels, wireless internet, and 15mb speed for internet ad local channels for $103+ tax. We signed up and paid correctly, we then received the next bill for aug at approx 87 after tax which was correct because I overpaid on the deposit due to the driver who installed the services couldn't make change, but then I had questioned Suddenlink as to why my bill was overdue and that I haven't received a bill in the mail. They responded with "We sent it to the apartment". I then made them move it to my PO Box. I received a copy of the Sept bill that I didn't receive 3 days later, and It was sent to the apartment box against my request to send it to my PO box. Well the rep stated that the bill was $145 and we had to pay extra for the family, movie channels,(which we removed), and wireless was $10 a month equipment rental per month. I stated the I was told the $103 and they came back with "We know that we have had issues with ********** would you like to send my supervisor a message so that he can potentially negotiate your bill to the $103 due to misleading agents at *********** I agreed and she stated that it could take up to 72 hrs for a supervisor to call back. That was on September 5th. I waited until September 10th, then called again as to why a supervisor hasn't called, the tep stated she didn't know and made an attempt to call a supervisor, bit they were "unavailable" and she left a message and stated it would be within 48 hours. I waited 3 days and contacted them again, and they stated that they could leave a message for a supervisor but they had all left for the day I called around 7pm that day. I have not gotten a bill to-date. I feel Suddenlink is denying me my correct billing and not sending my bills out to me Product_Or_Service: Cable/Internet

Desired Settlement: I want my original billing settlement of the $103+tax that we were offered. ********* either lied to us to get a sale or Suddenlink is trying to hide the promo that we signed up for. I also want the mailing issue resolved, I don't like paperless and I want it sent to my PO Box only.

Business Response: Initial Business Response /* (1000, 5, 2013/10/08) */ Called and spoke to ******* ****** about BBB complaint recieved. She wanted to hand the phone to **** ****** so I could speak to him, but first I made sure to verify her access code (which she had no clue of, and **** actually told her the correct answer). Then the phone was switched to ****, and we spoke about his two main issues. 1) I advised that as of 9/5/13 their bill-to address was the PO box address instead of the service address, and that no new bills had printed out since that change until just last week on 10/3. They hadn't received that bill yet as of 10/5 when they last checked, but I advised that they should see it arrive there by the end of the week, most likely. Customer understands. 2) The second issue is with the difference in services/price that they believed they signed up for through ********** and what they actually ended up being keyed in for by us. I advised that I had looked over this account for an hour before I called him and could not explain where the difference had come from, or how they could've expected the services they were to have been setup for for such a low price. I reviewed in detail exactly what they're signed up for, their current monthly rate, and their current balance and due dates. Mr. ****** was very understanding about all of this and agreed that the pricing as we have it now will work. I gave him our VIP number so he can call us back if he ever needs to, and I also gave him the Allconnect work order # as it shows on the account notes so that if he would like to contact them back to research this he should be able to. Mr. ****** was very pleased with this call and we can consider this case closed now.


Customer Review(s)

The customer review(s) below are un-filtered. These positive and negative reviews are not used in the calculation of the BBB Rating. If you wish to file a complaint and request a resolution to your issue please click here. This customer review section is not BBBs complaint resolution system. Customer Reviews are the subjective opinion of the individual who posted the review and not of Better Business Bureau. A customer review is not posted on a business if a BBB complaint on the same issue(s) is also filed. BBB cannot guarantee the accuracy of any customer review and is not responsible for the content of any customer review. Public comments are not customer reviews.

Customer Reviews Summary

90 Customer Reviews on Suddenlink Communications
Fusion Chart
Fusion Chart