Suddenlink Communications

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Very well. Explained everything thoroughly.

I was called several weeks ago by someone representing Suddenlink who convinced me to upgrade my Internet service and to bundle in a phone as well. She set up a two hour time block for the installer to come by. No show. I called up Suddenlink and was informed that there had been an 'emergency' that required many of their technicians but that they would be by within the next two hours. Still no show. I called them again and set up another appointment. No show again -- even though I had talked with a supervisor. This happened at least 5 times before I completely gave up -- thinking that whatever super-deal they were offering me wasn't worth the hassle. In between 'appointment' times at least three times someone from Suddenlink came by without letting me know ahead of time they were coming. I wasn't home -- but my 16-year old kid was. That made me VERY nervous. I've quit Suddenlink after being a long time customer of theirs and have gone with Directv. No problems with them so far.

I had had reliable cable internet service for about four years when the service started disconnecting and slowing down very often. I called customer service and they first attempted to diagnose the problem remotely. There were able to inspect the details and configuration of my cable modem, but in the end did not find anything immediately wrong. They did notify me however, that they were aware of problems in the neighborhood and were currently working on repairs and upgrades. I own my own cable modem and it is quite old, so the support agent was somewhat suspicious of it and so was I since I've already had a cable modem go bad before. I had not previously paid for the in-home repair insurance, but the customer service agent let me add it to my account for just $5/month. With that insurance, I would not have to pay for further repairs that were needed in the walls of my house. (Of course, any outside problems/repairs would be the providers responsibility.) In the end, there was nothing wrong with my own cabling or cable modem, so I was able to cancel the insurance the next month. $5 was well worth having them inspect my wiring, etc. In the end, the problem was in the neighborhood and they were already aware and working on it. It took about a week for them to do repairs and upgrades to local switches, etc. Since then, for about one year, the service has been fairly reliable. (Sometimes in the middle of the night (~ 2 a.m.), the service will still disconnect for 15 min or so.

My experience with this company has been terrible. I called almost 2 weeks in advance of my move date to schedule a transfer of services. The representative said it would be no problem. I didn't hear anything back from them confirming the date or when someone would be by so I called them a few days in advance of my move date, and was told that it was moved to 3 days later and they assumed that I told them the wrong address so they set up services at the wrong address. I corrected them, told them it was new construction and asked why they hadn't called to tell me that the date was changed because my husband is on call at night for work and needs internet. They responded with a lame "so sorry, nothing we can do". The day comes for them to install my services and the workman shows up at 6pm. After going first to the wrong address, as they never bothered to change my address, still, apparently, not believing me that my address actually exists. They get it installed but tell me that they don't have the right size hookups for the cable so I have to do it myself. Then, we discover the next morning that the cable wasn't buried and was left running across my backyard. I called two days later to ask to have my cable buried and to once again confirm that they had my address corrected. They did not and said that they would schedule a date to come bury the wire. A few days later I hadn't heard from them so I called again and they said that no service order was received. So, once again I set one up and once again try to tell them that they had the wrong address. I was assured it would be taken care of. A couple of days later I received a hurried phone call asking if my address was (the wrong address), I corrected them and was promptly hung up on. Finally, several weeks after our services were transferred, the wire was buried. And they still have the wrong address on file, despite several attempts to correct it. As to the quality of their services, their internet seems to be okay for the most part, though their cable freezes and the on demand comes and goes. At my previous address, we learned that they did not install the HD box, which would explain why our picture was less than expected. They also charged start up fees and connection fees for both the old address and for switching to the new address. I will be reporting them to the Better business bureau

I have a love-hate relationship with them. They keep giving me high-definition service that I am happy with. They have the computer TV and phone service. I got a good deal with them. However, I cannot get to the local provider in the town. I can walk in to the office, but I cannot call them on the phone. Sometimes, my area will be having a problem that the other offices in the country cannot find out, unless they notice it at the local office. If I say that the TV just went off, I have to persuade them to call the local office in the town. Only then, will they acknowledge the problem. As far as the picture quality is concerned, I am happy. I get all the local stations and the quality is better. It is a good cable company, but they are not attentive to their customers in certain areas. They do some upgrades, without notifying me beforehand. Their prices are good. I just wish they are more attentive to the customers. They are always very nice when I call them. They are very helpful. I pay around $200 a month after I have added some movie channels. This price includes both cable TV and home phone. When I have used them to fix something with the cable or phone, it has always ended up very well. I will continue to use them in the future.