When Will Suddenlink Website Be Up Again
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Nate of Nixa, MO Verified Reviewer
Original review: May 13, 2022
Damn monopoly. I'm begging to get off SuddenLink. They have always been a terrible company to deal with, they continue to be a terrible company and now they're rebranding because they're running from their horrendous reputation. It is unfortunate that this company outbid so many other providers and they are the only high speed internet Option in many areas including ours. Let me try to list the unending issues with them.
1) They are unable to actually prove a true 1GB speed, as 400-500 Gbps is the fastest I have gotten with high speed models.
2) Customer service is outsourced. They lie, hang up, and otherwise don't want to actually help. I've been told multiple times the "system is updating and we can't help you. Call back in a few hours." When I confront this lie, they hang up. Call back get another outsourced employee who will look up the outage, and tell you they now have no idea when internet will come back.
3) Outages, outages, outages. This is the worse infrastructure I've ever used. There are daily outages, they throttle your speed and they tamper your usage. They never know when the outage will return, and when you call, the automated system works incredibly hard to avoid getting you to an agent.
This company is the worst! If you have any other choice for high speed, use it. You do not want SuddenLink. Unfortunately, I'm stuck and these ** know this and refuse to provide better service.
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Lee of Wolfforth, TX Verified Reviewer
Original review: May 13, 2022
I tried to get Suddenlink Altice purchased & installed in my home. I had called sales...outsourced somewhere in Latin America. Had a sales rep that promised me the moon. More channels, bigger better faster than I had before at a cheaper price... Additional DVR's at no charge. A booster for my Internet. 1GB speed instead of 400 mbp's. Promised me that install was going to be the next day, so I took off of work to be here. NO INSTALLER SHOWED. Then I go to my e-mail & the install is schedule for the following day so I take another day off of work. Installer shows up & installs 2 of the 3 tv DVR's. Cannot figure out the 3rd one so he says he is coming back later. NEVER SHOWS UP AGAIN! I call Suddenlink when I realize that there is an issue with the cable package I have... NOT ONLY DO I NOT HAVE MORE CHANNELS than I was promised. I ACTUALLY HAVE LESS...She gave me basic cable which I do NOT WATCH!
I have been on the phone with Suddenlink for OVER 8 hours today to try to get it fixed. Passed from person to person, got disconnected once after talking to several people & being passed around. I cannot tell you how ABSOLUTELY FRUSTRATED I AM with the ABYSMAL service I have received. This company has to be the worst at everything! They are dishonest in sales. Their customer service is atrocious. I HONESTLY DO NOT understand how they are still in business! If they did not have exclusives in areas. They surely could NOT BE! If you can find ANY OTHER CABLE PROVIDER IN YOUR AREA...My friendly advice is take it! If Suddenlink is your only choice consider the old fashioned rabbit ears for reception, or go without!
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Ramiro of Greenville, NC Verified Reviewer
Original review: May 6, 2022
I was with Suddenlink for almost 6 years. When I decided to switch company, Suddenlink charge me for a modem that they never gave to me. I bought my own modem from Best Buy and I still have the receipt. Plus, if they would of provided a modem they would be charging me rent for the modem which they never did. Now they still want me to pay over $100 for some they never gave me. Big scam and I would just stay away from them.
Eric of New Bern, NC Verified Reviewer
Original review: April 30, 2022
Was not looking forward to having their service due to the many negative reviews. Let me add my voice here. Suddenlink (now Optimum) is unreliable. I ordered 1GB internet and while it is fast, it's dropped constantly to the point where browsing the internet is not enjoyable anymore. Youtube videos do not load, pages time out, etc. They don't know how to handle the load. It seems like they throttle which should be illegal, BTW, since I'm paying over 200 a month on cable and internet. I have no choice but to use them because I work from home and have no other high speed provider. Since they are clueless (they would have figured it out by now), I'm patiently waiting for another supplier who I will be throwing my money at. Poor Optimum for buying Suddenlink. We have fiber optic being laid out in my city as we speak so they will be losing most of their subscribers when it's finished. No matter if Optimum fixes things, I am moving to the new fiber optic provider.
Suddenlink response
Hey Eric, We are here to help and would be glad to assist you with your connection. Please message us back at BrandReviews@alticeusa.com and include your full address or account number so we could take a closer look at what might be causing your issues.
ty of Royse City, TX Verified Reviewer
Original review: April 26, 2022
Suddenlink came in and installed lines in our community. We were excited to switch to a higher speed internet. They came in and had issues running their service to our home, after months of rescheduling and having different people come out and do nothing we had to move on and cancel. We never received equipment, or any type of service yet they want to bill us $300. Absolutely ridiculous, it has been 2 years!! Every time they sell the debt to a new collection company, we have to call Suddenlink on three-way with the collection company in line. Expect an entire day wasted because the wait time are over an hour and when you finally connect with someone they are not able to help. Worst company, worst customer service, if you have options.... RUN! And do not look back. Save yourself the headache and years of frustration.
Suddenlink response
Hello Ty, Thanks for commenting. We are here to help and would be glad to take a closer look at this. Please message us back directly at BrandReviews@alticeusa.com and include your full address or account number.
Paul of Fort Mohave, AZ Verified Reviewer
Original review: April 22, 2022
I've been a Suddenlink customer for over five years. Over this time my cost for internet hasn't changed much, now paying $87.10 for 400mbs. My service has been pretty good no complaints there. I received a notice that they were changing their name to Optimum so thought I'd see if anything else had change. I went to their chat session and was wondering about their new pricing. And am proud to say I got the same double talk and inconsistencies I've had in the past. They offer an advertised plan of 300mbs for $29.99. I was told after all the add-ons would be over $76. So no sudden link hasn't changed only their name same suddenlink in a different package. Was told to call them. I asked if that was better. Last time for me was on hold for 4hrs. She shut the chat down... Just beware of the hidden costs. Mine are $34.89 for internet + $30 for 400mbs + modem $10 + $6.99 ins. Tricky, tricky.
Suddenlink response
Hi Paul, Thanks for taking the time to comment. I want to let you know that we are here to help and would be glad to further address any billing problems or account questions you may still have. Please don't hesitate to reach back out to us directly at BrandReviews@alticeusa.com and include your full address or account number.
Dino of Lake Charles, LA Verified Reviewer
Original review: April 21, 2022
I recently had a $30 increase in my bill for no reason they could explain. After wasting 30 min on phone I was told by Jesse he would lower bill the following month but had to pay increase for current month. Knowing how Suddenlink continues to LIE to customers I called to follow up and no record of the conversation then told by new rep she would have supervisor listen to previous call and at that time they would honor what Jesse promised me. LIARS!!! I got a call from Suddenlink saying they listened to the call & reprimanded Jesse but would NOT honor what he promised me. They DO NOT honor loyalty or their word EVER!!!!
Suddenlink response
Hey Dino, Thank you for your feedback. Please accept my apology for the poor service you received from our company. It is our goal at Optimum to provide our customers with extraordinary customer service in each and every contact with our organization Please reach out to our team at BrandReviews@AlticeUSA.com and provide your account information.
Sunitha of Frisco, TX Verified Reviewer
Original review: April 18, 2022
My tv channels were all incorrect. Timing were messed up and the technicians could not fix any issues and but was charged just to come out to look at the issue. Had really horrible customer service and billing department started charging huge amounts that was all in errors. Just cannot get answers to any of the issues I had. Finally decided to cancel and they are giving me hard time by putting me through several departments and none did cancel as per my request. At this point I'm very disappointed with the company. I wonder how long they can keep surviving with this kind of service!!
Suddenlink response
Hello Sunitha, Thank you for your feedback. I apologize for the poor experience, please reach out to us at BrandReviews@AlticeUSA.com and provide your account info and we can look at the bill for you.
loc of Royse City, TX Verified Reviewer
Original review: April 18, 2022
I have been their customer for the past 6 yrs and paying the highest fees to have the max internet speed since I work from home. On Thursday April 14th, I experienced internet issue when my download speed only 2.87mpb. I called and report the issue. They said the issue will resolve with 24-48 hrs. They can't send the technician out during partial outage. I called back again on Friday (April 15th) issue still not resolve, it was still under 24-48 hrs. I called back again on Saturday afternoon, they said the partial outage issue resolved, I asked for the time issue resolved. They said they don't know. There was no time indicated on the report.
The agent troubleshoot my internet and it was only .56 mpb. They said they send the tech out but nothing available until tomorrow Sunday around 2-5pm. I request to speak to manager they said all managers/supervisors in the meeting. I find that very hard to believe. I ask for the ticket number or incident report number I request to speak to the manager the agent disconnect me after 30 minutes holding. I called back the agent provide me the ticket number ** but no one contact me. I went to hotel to work then the tech come out on Sunday at 1215pm when I was not home, my kids let him in. He advise Suddenlink 2 months behind maintenance which cause insect crawls and pile up on the outside pole which cause data loss. He fixed and a device. The issue resolve my internet speed was 40mbp.
When I come home to test my internet it was only 5.87 mpb. I called in on Sunday. The agent advise the first slot was not available until Monday which is from 11-2. I request to speak to supervisor. After 35 minutes hold I speak with ** address as supervisor on duty. He said the slot of 11-2 already taken. He can lock my schedule at 2-5pm. If I don't want it he can move to Tuesday. I request to speak to manager he said he is also manager if I want to complain, take it out on him.
My question is what critical term means to your company? Does it takes 4 day to resolve what your guys call critical issue? Does highest position in your customer service is supervisor or what so call manager? Does your manager train to treat customers like that? does that how your manager treat the loyalty customer with highest monthly service fees? I know there are a lot of internet providers out there, I called other provider to install new services on Tuesday. I feel mistreat by your company especially with your supervisor (**) or manager. I filed complain with BBB regarding this issue and I give your company 1 star in customer service experience. I want my issue to escalate to next management team. I want to receive a sincere apology for that manager and I'll not pay for this month service also consider my last month with your company.
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Suddenlink response
Hello Loc, Thank you for your feedback. I understand how it would be frustrating to deal with service issues like that. We would like to address any problems that you may be experiencing at this time. Please reach out to our team at BrandReviews@AlticeUSA.com and provide your account info
Hicham of Greenville, NC Verified Reviewer
Original review: April 14, 2022
We have started the service less than a month now. The installation and the crew were very helpful. After we settle, we need to change the guest wifi when guests comes to our house, We find out that we do not access to our router and wifi info. If we need to change a password or monitor who is connection to our wifi, we have to call customer service to do it for us after you wait on the chat or the call for more than 30 min. The instructions stating we can manage our access ourselves. Finally today, one of the representative said that yes the service is included but it is not working and it will take months to get fixed. Fraud because they are promoting features that they do not have and they are wishing to have in the future at our cost.
Suddenlink response
Hello Hicham. Thank you for your feedback. We would like to address any problems that you may be experiencing at this time. Please reach out to our team at BrandReviews@AlticeUSA.com and provide your account info
Source: https://www.consumeraffairs.com/internet/suddenlink.html
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